The handover
From first call to fully covered in five weeks
Nobody drops into your inbox on day one and starts guessing. Three steps - and you are only hands-on for the first one.
A Shopify support expert learns your app and writes the docs
Install on a test store and work through every setting, flow and theme block
We start answering your merchants
We work in your existing tools, with access scoped to what the job needs
Feedback and improvement, every week
A weekly summary, a monthly report, and QA on a sample of replies
Step by step
What happens in each step
Each step ends with something you can hold: a support playbook, a set of rules for what still reaches you, and a weekly report.
A Shopify support expert learns your app and writes the docs
They install it on a test store, work through every setting and flow, and read everything your merchants have already asked. The internal docs get written from that.
- Install on a test store and work through every setting, flow and theme block
- Read the existing ticket history and rank the questions by volume
- Write the docs: frequent questions, approved answers, known issues, tone
- Record your policies: refunds, exceptions, and what only you can approve
We start answering your merchants
Day-to-day support runs inside the help desk you already use, under your name. Merchants get faster replies and a consistent voice; nothing else changes for them.
- We work in your existing tools, with access scoped to what the job needs
- Severity levels and repro requirements agreed with your engineer first
- A one-page list of what still reaches you: roadmap, refunds, merchant data
- You review the first weeks of replies before they go out, if you want to
Feedback and improvement, every week
The queue gets smaller because the reasons for it get fixed. You see the numbers every month and the recurring issues as they come up.
- A weekly summary, a monthly report, and QA on a sample of replies
- Repeat questions become help articles so they stop being asked
- Recurring product issues go to your team with the details attached
- The docs stay current as the app changes
The line
Who owns what, written down first
Agreed in week one, before a single live ticket. If it is not on the right-hand list, it does not come to you.
We own
- Day-to-day merchant conversations across the channels we cover
- The playbook and help docs - kept current as the product changes
- Ticket triage, investigation notes, and escalations with repro steps attached
- Weekly trend reporting and the product friction we keep running into
You keep
- Roadmap, feature decisions, and everything your engineers own
- Final say on refunds, pricing exceptions, and commercial calls
- Access decisions and any action that touches sensitive merchant data
- Priority - you decide what gets fixed first
Questions
Before you hand anything over
The transition, tool access, and where engineering stays in charge.
How do you learn our app?
Week one is nothing but learning. We install the app on a test store, reproduce the issues merchants report most, and read the ticket history to find out what actually gets asked. Then we write it down and you correct us before anything goes out.
Can you use our existing help desk?
Yes, and we prefer to. We work inside the tools your team already uses, with access scoped to what the work requires. Tools, permissions and reporting get confirmed in week one, before anyone touches a live ticket.
What stays with our product or engineering team?
Roadmap decisions, bug fixes, sensitive account actions, and anything needing product authority. You get a one-page list of exactly what still reaches you, and everything on it arrives with the context already gathered.
What does it cost?
$10 an hour, flat, for the hours you book. No setup fee, no per-ticket charge, and you can change the hours in any month - including down, in a quiet one.
Start with week one
Thirty minutes on your ticket volume, your channels, and what you are still answering yourself at 11pm.