Does Shopify offer ANY support for customers? I tapped on call support in the Shopify POS and have been on hold for over an hour. There is no one picking up to help. I called the same number using another phone and am on hold there for just over 30 minutes.
In the help.support page, I clicked on “Chat with Us” and it said there was a 5 minute wait for a Support Agent. 30 Minutes later no agent. I left the queue and clicked on “Chat with Us” again and a message popped up saying “Live chat is offline.”
WTAF? How does a shopify merchant customer get any help?!
That sounds incredibly frustrating, and it’s a common complaint as Shopify’s support has become more automated.
You can try to use the chat bot, but don’t explain your problem. Just type “talk to a human” or “contact support agent” repeatedly until it gives you an option for a live agent or email.
Go to the Shopify Help Center while logged out and select the “I can’t access my account” option. This is often a faster path to a person.
Shopify’s live chat is hit or miss when it come to time zones and call volume. Alternatively, turn your attention to self-service: browse the Shopify Help Center, community forums and official guides. You can also escalate through Twitter @ShopifySupport for faster visibility, or hire certified Shopify Experts who can assist you directly.
You just need to just wait and hope, thinking anything else is just cope.
There is no SLA or contract for them to provide actual support and shopify is “All in on AI” and loves to mass fire support personnel.
So whatever expectation you have for quality support, squash them.
Have an actual plan
For anything beyond something that only shopify could resolve, like a bug or server issue, just retain the services of experts to have some sort of support system and delegate responsibilities too.
There’s also just researching the problem , be it on the internet, or the forums, or posting on the forums.
But watch you step as the merchant forum is a flood of bots telling people what they want to hear in order to get store access (no shopify isn’t doing anything about that support problem either).
Or continue to go it alone paying into a platform that treats it’s merchants this way for massive profits.
Or move to platform that provides actual support when you need it because you pay for it.