Bypassing Chat Support agents

[dylnj]

I’ve had to contact Shopify Support Agents twice over the past two years. And both times have been pretty strained conversations… essentially devolving into arguments.

imgur.com/a/ubEkW7p

I just had a problem where my international customers couldn’t check out. The Support Agent was telling me there’s an issue with my shipping rates, which seemed reasonable.

I used tiered shipping rates:

• Orders €0.00–€49.00 = €20
• Orders €50.00 and up = €26

He added a product that cost €45 to the cart, which automatically added shipping at €20. 

So the total cost was €65.

But then the Support Agent said that as the total cost is €65, shipping should be €26. He was really adamant about it.

This is quite obviously a mistake to me. So I tried my best to explain that, and move back to the actual problem, but it was no use.

He was also comparing rates in GBP to EUR, and didn't understand why they weren't matching. Again it's a simple mistake... but not an error that needs to be fixed.

Is there any way to bypass the chat support agents, and go straight to someone who understands Shopify?

[PageFly-Richard]

Hi,

This is Richard at PageFly - Shopify Advanced Page Builder app.

This is a frustrating situation, and you're not alone in experiencing difficulties with support agents who seem to misunderstand basic concepts. It's clear from your screenshot that the agent was confused about the tiered shipping rates and the currency conversion.

Here's a breakdown of the issue and how you might try to escalate or bypass the initial chat support:

Understanding the Problem:

• Tiered Shipping Misunderstanding:
  • The support agent incorrectly assumed that the total cart value determined the shipping rate, regardless of the individual product price.
  • They failed to grasp the concept of tiered rates, where the shipping cost is based on the product price within the specified range, not the final cart total.
• Currency Confusion:
  • The agent's attempt to compare GBP and EUR rates indicates a lack of understanding of currency conversion and how it affects pricing.
• Communication Breakdown:
  • The agent's "adamant" stance and refusal to acknowledge the error prevented effective troubleshooting of your actual checkout issue.

Strategies to Escalate or Bypass Initial Support:

1. Request Escalation Explicitly:
   • Instead of just explaining the problem repeatedly, directly ask to escalate the issue to a senior support agent or a supervisor.
   • Use phrases like:
     • "I need to escalate this issue to someone with a higher level of expertise."
     • "Please connect me with a supervisor or a senior support agent."
     • "This agent is not understanding the problem, I need someone who understands complex shipping rules."
2. Use Alternative Support Channels (If Available):
   • Email Support: If Shopify offers email support, try that channel. Sometimes, written communication allows for clearer explanations and more detailed responses.
   • Phone Support: If phone support is available, consider calling. Talking to someone directly might help you convey the issue more effectively.
   • Social Media: Publicly addressing the issue on platforms like Twitter (tagging Shopify's official account) might get their attention.
3. Document Everything:
   • Keep detailed records of your interactions, including chat transcripts, emails, and any reference numbers.
   • This documentation can be helpful if you need to escalate the issue further.
4. Shopify Community Forums:
   • Post your issue on the Shopify community forums. Other users and even Shopify staff might offer helpful insights or solutions.
5. Provide Clear and Concise Information:
   • When contacting support, provide clear and concise information about the problem.
   • Use screenshots or screen recordings to illustrate the issue.
   • When showing the problem, be sure to highlight the area that is the problem.
6. Be persistent:
   • Do not give up. Keep contacting support until the issue is solved.

Hoping my solution helps you solve your problem.

Best regards,

Richard | PageFly