Why cant you get support as a Partner

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Tourist
10 1 0

We were trying to get some support to change the background colour of a header but hit a brick wall with support as they said it needed to be a site already on subscription? How can we as partners get a site on subscription if we cant get the potential customers site how they want it to look like, they are hardly likely to subscribe until its ready to launch?

 

Happy to be enlightened, but it seems to us as not really very helpful to people who are selling the Shopify platform

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Shopify Staff
Shopify Staff
588 55 117

Hey there, @Paulo_232 

 

Bo here from Shopify Support! 

 

That is a really great question. I hope to shed some light on this for you. Stores that are on a monthly subscription are entitled to one hour of free design time with our theme team. This is design time is set aside for merchants as a lot of them would not have any coding experience. This is not available to stores that are not on a plan as this design time would be misused on stores that may never launch. This service is exclusive to merchants as they are paying for Shopify. Partners are selling Shopify and it is their job to get these stores set up. 

 

I understand that this is not the answer you wanted to hear and I get that you feel as though you have hit a brick wall. I would recommend posting your request in our design community here. The design community is filled with developers, partners, merchants and some Gurus that will be able to offer some guidance.

 

All the Best,

Bo  

Bo | Social Care @ Shopify
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Tourist
10 1 0

Hi Bo

 

Thank you for your response, it still does not make any sense that you have partners that cant access support but that is obviously the decision of Shopify.

 

It is also interesting that in this case both you and the previous support person I spoke to you speak about the "design time" changing the colour of the header. In a theme this is a basic requirement and I am quite shocked it is so difficult to achieve, in reality its a "bug" in the Theme which if you look through the forum there are lots of people highlighting this issue, some from 2017 and it is still not fixed.

 

The statement "This service is exclusive to merchants as they are paying for Shopify. Partners are selling Shopify and it is their job to get these stores set up. " is correct, but how can we as partners get stores set up if we don't have access to something as simple as changing a header colour, no new client will sign up if the store is not ready to go? We are also not strangers to code, and have tried various css code snippets but none gets us what we need, you either get part black, all black but the logo has a white background or various other variations and thats before you start to change the icon colour. I would have thought in amongst that supposedly large Shopify developer core there is someone who knows how, such a shame no one can be bothered to help someone selling their product.

 

I have also done as you suggested, before actually but had nothing yet and i am not hopeful either as there are numerous other similar requests that are still not resolved.

 

 

 

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Shopify Staff
Shopify Staff
588 55 117

Could you please specify the name of the theme, the version you are using and exactly what you are trying to change - with screenshots if possible. I can run it by our theme team to see if they can give me instructions to pass on to you here! 

 

All the Best,

Bo

Bo | Social Care @ Shopify
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
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Tourist
10 1 0

Hi

 

Using the Debut theme.

 

Want an all black header with white search, cart and account icons, presuming we can change the menu text from the theme colours?

 

You will see by the screenshot where we have tried and have had various other variations as well, but never all black

 

Thanks

Paul

 

Screen Shot 2019-08-15 at 10.47.24.png

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Shopify Staff
Shopify Staff
588 55 117

Thank you for all these details, Paul! And just to clarify - you want the header to be black but the background of the rest of the page to remain white, correct? 

 

All the Best,

Bo

Bo | Social Care @ Shopify
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
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Tourist
10 1 0

Hi Bo

 

Thats correct, keeping the black footer as well.

 

Thanks

Paul

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Shopify Staff
Shopify Staff
588 55 117

Thank you for the clarification, Paul. I checked in with the team to see if there was some code I could share with you so that you could implement it yourself. As it turns out something like this would require adding a lot of CSS code to ensure that both the header and footer text, links and icons remain visible when changing the background color to black. All of these parts would have their own unique classes, so it would take time to locate each one to ensure they’re covered. As this customization is too advanced and would be unique from store to store, there is no way for us to share code that would resolve this.

 

I understand that this is not ideal. As our design time is reserved for merchants on a plan there is no way for me to escalate this to be done without the store being on a plan first. I am sorry for the inconvenience. 

 

If you were to post your request in the design community there should be someone who will be able to help.

 

All the Best,

Bo

Bo | Social Care @ Shopify
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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Tourist
10 1 0

I am sorry Bo but that is complete rubbish, the footer you can do from the theme tools, its only the header that needs changing and as I have said before it should really be part of the theme tools anyway.

 

If you develops think "something like this would require adding a lot of CSS code" then they are deluded, lazy and not a credit to the company.

 

If I can work that bit out, surely the Shopify developers can but it sounds we cant be bothered approach more than anything else.

 

I will highlight it again "HOW CAN A SHOPIFY PARTNER MOVE CLIENTS TO SIGN UP WHEN THEY CANT GET THE REQUIRED LOOK OF THE STORE THE CLIENT REQUIRES? 

 

As I said I have already posted, not one response, but plenty of other posts with the same problem, but no resolutions, it seems your developers hold the key but cant be bothered to resolve.

 

Regards

 

Disappointed and frustrated partner

 

 

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New Member
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Hi,

Send me a message and I will help you out. With the customization of your theme header.

However, please keep a nice tone in the forums. Calling developers deluded and lazy will not get you anywhere. You know it’s real people behind these user names...
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