Support Tickets

The built-in support ticket system lets customers raise issues about an order — refund requests, missing items, delivery problems — without leaving your storefront. Tickets land in your admin inbox so your team can resolve them quickly.

How customers open a ticket

1. From their order confirmation or order history, the customer taps Get Help.
2. They pick a category (e.g. Missing item, Wrong order, Delivery issue) and write a short message.
3. The ticket is attached to the original order, so all context — items, totals, fulfilment — is visible to your team.

Guest-safe access

Guest customers can also open and read tickets without an account. Access is gated by a secure one-time link tied to the order — only the person who placed the order can see the conversation.

48-hour reply window

Each ticket has a rolling 48-hour reply window. Both customer and admin can exchange messages during this window. After that, the thread closes automatically — keeping conversations focused and preventing stale tickets from piling up.