Is the call back function permanently discontinued?

[Dynamo1]

Hi all

I notice the call back function is discontinued. Is this permanent or temporary ? I found this feature extremely useful. 

[CaptBret]

It is VERY Frustrating!  The phone support has always been fantastic.  Shopify raised the rates and dropped one of the most important features- Live support!  I know they went through a round of big layoffs and was hoping it wasn't the phone support.  I hope they hear this and reconsider!

[davis5]

It is terribly disappointing and almost debilitating to the use of the platform. When there is an issue with your Shopify store, it is usually something that needs to be resolved quite urgently. For such an expensive service the inability to resolve critical errors with a human in real time makes one consider if the switching cost to another platform might actually be worth it. 

Try calling BigCommerce Tech Support--a real person picks up the phone on the first ring every time: 1-888-699-8911

[CaptBret]

Big Commerce does not offer my POD requirements

[Dynamo1]

Is BigTech linked to Shopify or is it private?

[davis5]

Big Commerce is a separate smaller platform. I was using this as an example of the competition offering genuine 24/7 support. 

Authorize.net also offers real 24/7 phone support. 

[Kimi]

Hi, everyone.

Thanks for sharing your thoughts and concerns here in our Community Forums.

I'd like to emphasize that merchant experience has always been and continues to be our priority — we're always looking at our service offering to ensure that it continues to meet the needs of all merchants and users on our platform. At this point in time, we're prioritizing our live chat and email channels, due to the visibility they give us into a merchant's journey to date, as well as the ease that it offers in allowing us to connect merchants with other resources and teams as needed.

Our goal remains the same: we're here to effectively help answer our merchants' queries in order to help get them back to business faster. In saying this, I recognize that text-based support isn't the preferred contact method for some, so I can definitely understand all of your perspectives here and can assure you that we absolutely hear your concerns.

Shopify is ever growing and changing, and we can only improve with feedback from users in our wider community, so I greatly appreciate you in sharing your thoughts with us here and have shared your feedback with the most appropriate team.

For the most recent updates to our platform, feel free to bookmark our Changelog. 

[CaptBret]

Kimi, 

"At this point in time, we're prioritizing our live chat and email channels, due to the visibility they give us into a merchant's journey to date"  If you are reviewing chats, I suggest you review my chat today #39379748.  Once again, my issue was not resolved after many hours on Chat.Many times I needed to re-type the issue as it was not understood the first time.  At the end, there was no resolution, again.  A suggestion to Hire an Expert, when the issue relies within Shopify.  A promise for followup.  The last several promises by Shopify Chat to followup has resulted in a closing of the ticket by Shopify without a resolution.  Last week I spent several full days on chat, nothing was resolved,  A promise was made, and the tickets closed.   You may think that you are providing better customer service, but let me tell you, you are not.  Since the loss of phone support, Shopify support has been appalling. 

"we're here to effectively help answer our merchants' queries in order to help get them back to business faster'  It's not working. 

" In saying this, I recognize that text-based support isn't the preferred contact method for some,"  It's the worst.  I used to be able to call from my car to discuss an issue.  The average time for me on a support issue has gone up exponentially without phone support.  An hour instead of 10 minutes,   3 hours instead of 20 minutes, and so on.  Many times I'll type everything out, only to end the chat because the support person had absolutely no idea what I was talking about, so I re-established chat hoping to get someone qualified.  This happened again today.  I'd be happy to discuss this with you further.  You have my contact info.

[davis5]

This could not be more accurate. We’ve used Shopify in a variety of our stores since 2019. The support used to be a huge asset. 

Today, it seems as if some of the chat team members might be outsourced or have less technical capabilities than we do from our backend. 

Spending thousands a month in Shopify fees (and I can assure you Shopify Plus does not resolve this issue) is starting to look like a very bad value.

Every major credit card processor or e-commerce platform offers genuine 24/7 support. Shopify does not realize how much this will cost their reputation in the next five years. 

At this point, we will cease to develop future stores with Shopify and would certainly transition our current stores away if we were not afraid of damaging our SEO. 

[Dynamo1]

Could not be further from truth. I am a one man show and this  has slow down the progress of my store completely. The text chat is only for petty changes . To steer the store for larger growth the voice call was back was a huge help.  VERRRRRRRY FRUSTRATING. 

[Dynamo1]

I totally agree with you . Ithe repose from Shopify is totally inadequate ,
leaving me and many others the lurch.. Above that the fees are increase.

[LSS1]

Agreed  chat is a waste of time . They ask for video of the issue 🙄 . When I clearly explained it several  times. I wasted 30 mins of my time and got nothing done . I'm on YouTube trying to find a fix. Taking away callbacks wasn't well thought out

[Hilary4]

Kimi,

I'm glad Shopify jumped in to respond to this thread.  This topic is also

in other threads in the Community Support, and there has been no response from Shopify.  There is absolutely no other support equal to human support.  We have wasted so much time typing into chats and then not getting the kind of understanding or answers we get from phone callback support.  I can't adequately express how upset we are by this huge downgrade of service from Shopify!  We have our online and POS channels with you and we also use Shopify Shipping and Payments, and now feel that you have abandoned us after our operations are so invested with you.  There are so many customers who are upset.  How can Shopify see this as better for us?  Perhaps it is better for Shopify but definitely not for Shopify customers!

[Indie-Bang]

Just like all the other posts, I too am having trouble with online chat.  Now, I can't even get a tech person because the link is broken.  when I try to connect to my store, this is what the link says

{"sid":"d86de99e-ce9e-44f3-aa47-733eac6cd1f0"}

I've tried the link on multiple web browsers and still get the same broken connection.  How can I get any support???  Luckily my issue isn't super urgent, like my POS is down and I can't process any orders at Christmas.  This is my biggest fear and Shopify doesn't seem to care about their customers.   

[freshpinemaine]

The lack of phone support is especially challenging for small business owners who now have to follow complex, prescriptive instructions through chat. Switching between tabs and navigating technical steps without live guidance takes much longer and is an inefficient use of time. For many issues, a quick phone call would be a much more productive way to receive support, as it allows for real-time troubleshooting and clear communication. We’re forced to manage repetitive explanations each time a new chat agent takes over, which disrupts the process and makes problem-solving frustratingly slow.

Phone support was an invaluable resource that made Shopify stand out. Restoring it would greatly improve efficiency and allow us to focus on growing our businesses instead of getting bogged down by time-consuming support processes.

[BobbiF]

It is FRUSTRATING and unacceptable.  I am a new business and unable to get the support that I need to successfully run my store.  I've tried to get assistance with the chat feature three times today and every time I get disconnected. I finally asked for a call back and was told no. How am I to resolve issues if I can't get any support. 

Not a happy customer!

[freshpinemaine]

I Agree Shopify Customer callback was an amazing and quite honestly a really necessary feature for using their platform. What would be a 5 min phone conversation to resolve something simple now seems to be many back and forth messages that are often hard to follow as they are complex instructions that require alot of bouncing back and forth between tabs following instructions. I remember being on the phone and someone would guide you through it easy peasy. SHOPIFY BRING BACK CUSTOMER SUPPORT CALLS PLEASE. 

[Dynamo1]

Agree