Shopify, the leading e-commerce platform, offers strong and quick support to its users, ensuring a seamless experience for online businesses of all sizes.
Whether you’re a new merchant just starting out or an established brand looking to expand your reach, Shopify’s support team is always ready to help you navigate the platform and overcome any challenges.
Let’s learn more about Shopify support and how you can get assistance to your queries in different ways from Shopify.
Contact Shopify Support: A Quick Overview
| Shopify Support Method | Availability | Additional Details |
|---|---|---|
| Live Chat | All plans | AI-assisted, quickest support option |
| All plans | Available for general inquiries and technical support | |
| Phone | Shopify Plus only | Reserved for premium customers |
| Help Center | All plans | Self-service resource for common questions and troubleshooting |
3 Types Of Support Shopify Offers
Shopify provides its users with three main types of support:
1. Live Chat
Shopify’s live chat feature allows you to connect with a support agent in real-time, enabling you to get immediate assistance for your questions or concerns. This is particularly useful for time-sensitive issues or when you need a quick resolution.
2. Email
If you prefer a more streamlined approach, Shopify also offers email support. You can send your inquiries to the support team, and they will respond as soon as possible, usually within one business day.
3. Phone
For users who prefer more personal and quick assistance, Shopify provides 24/7 phone support. You can call the dedicated support number and speak with an expert agent who can help you with your specific needs.
How To Contact Shopify Customer Support (Step by Step)
The process of reaching out to Shopify support is relatively easy and seamless. All you need to do is follow a few simple steps for every type of support available. Here’s how you can get solutions to your queries:
1. Via Live Chat
The Live Chat option is available for everyone – even non-subscribers. To try this out, go to the Shopify Help Center, where you can find the live chat option on the right side of the page.
Here, you can type your common queries and the AI-assisted chat will provide relevant doc links you can check out to get your problems solved.
If your queries are critical and can’t be resolved through guides, you can ask the assistant to connect with a human agent. They will give you proper guidance for your queries via live chat.
2. Via Email
For general queries, you can email Shopify support staff at suppport@shopify.com. You can describe the details of the problem and attach files if necessary. Another way to reach Shopify support is to click “Contact Support” under your store’s Help Center to get detailed solutions for your queries for your store.
For queries related to your billing, you can contact Shopify via email support at billing-support@shopify.com.
3. Via Phone
Phone support is currently only available for Shopify Plus plan users. Users will get a dedicated Merchant Success Manager who will help them with troubleshooting issues and store optimization.
Shopify Plus merchants can directly contact them via phone. They will get the contact info once the onboarding is completed.
What To Do If Shopify Customer Support Isn’t Responding?
If you’re not getting a timely response from Shopify customer support, here are some steps you can take:
- Double-check your contact information: Ensure you provided the correct email address or phone number for them to reach you.
- Check your spam/junk folder: Sometimes, emails from Shopify might end up in these folders.
- Try a different support channel: If you initially used email, try live chat or vice-versa. If you’re a Shopify Plus customer, you can also try phone support.
- Re-submit your request: If it’s been a while, try submitting your support request again, providing more details or clarifying your issue.
- Reach out through social media: Shopify is active on Twitter (@ShopifySupport) and Facebook Messenger. You can try contacting them through these channels for a quicker response.
- Visit the Shopify Community forums: You can find answers to common questions or seek help from other Shopify users and experts in the community forums.
- Escalate the issue: If your issue is urgent or hasn’t been resolved through other channels, consider reaching out to Shopify’s higher-level support team.
- File a complaint: If you’re still not getting a satisfactory response, you can file a complaint with Shopify or a consumer protection agency.
Remember to be patient and persistent, as Shopify’s support team can sometimes be busy. However, if you’re facing a critical issue that’s affecting your business, don’t hesitate to escalate the matter to ensure a timely resolution.
Get Your Common Queries Solved With The Shopify Help Center
Shopify’s Help Center is a comprehensive resource that covers a wide range of topics, from setting up your online store to managing your inventory and processing payments.
The Help Center features step-by-step guides, tutorial videos, and a searchable knowledge base, making it easy for you to find the information you need to solve your problems quickly.
Shopify Support Comparison By Plans
Shopify offers different levels of support based on the subscription plan you choose. Here’s a comparison of the support options available for each plan:
| Type of Support | Basic | Shopify | Advanced Shopify | Shopify Plus |
|---|---|---|---|---|
| Phone Support | ❌ | ❌ | ❌ | ✅ |
| 24/7 Email Support | ✅ | ✅ | ✅ | ✅ |
| 24/7 Live Chat Support | ✅ | ✅ | ✅ | ✅ |
| Social Media Support | ❌ | ❌ | ❌ | ✅ |
| Dedicated Support Manager | ❌ | ❌ | ❌ | ✅ |
| Priority Support | ❌ | ❌ | ❌ | ✅ |
| Merchant Success Program | ❌ | ❌ | ❌ | ✅ |
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Conclusion: Use Shopify Support For Any Queries!
Shopify’s commitment to providing exceptional customer support is evident in the wide range of options available to its users. Whether you prefer live chat, email, or phone support, Shopify has you covered.
The Shopify Help Center is also a valuable resource for solving common issues and finding the information you need to succeed.
As you choose your Shopify plan, consider the level of support that best fits your business needs. Remember that the higher-tier plans offer additional support features that can be especially beneficial for larger or more complex online stores.
