Answer support tickets and live chat

Where tickets come from

• Buyers click Contact seller on an order in the customer portal.
• Visitors message you through the contact page on your store.
• Visitors use live chat on your store, if you turned it on.

All of them land in Support.

Reply to a ticket

1. Open the ticket. You can see the conversation and any attachments, and click View order if it's about an order.
2. Write your reply.
3. Tick Close after replying if that solves it.
4. Click Send reply. The buyer gets it by email, and instantly in their chat window for live chat.

Closed tickets can be reopened at any time.

Turn on live chat

1. Go to Marketing & loyalty → Live chat.
2. Turn it on and write a Greeting, for example Hi! Questions about a product or an order? We usually reply within a few hours.
3. Save. A chat bubble appears on your store.

Never miss a ticket

Turn on the New support ticket / reply alert in Notifications to get every new message by email, Discord or Telegram. Team members with Support access can answer tickets too: see Team.

Tip: a fast, friendly reply is the best chargeback protection there is. Most disputes start with a buyer who felt ignored.