Hi,
We occasionally need help with our shop. (For instance, today, a customer is telling us she paid, but we show no record of it). We usually use the “get a callback” feature when we have issues that we need help with. But now, all we see is a chat feature - and we are in a queue that will take about 35 minutes.
What is going on? No more phone support? We received no announcement about phone support being discontinued…Does anyone else have experience with this?
Thanks!
Hi @sconnor ,
Thank you for reaching out to the Community.
While I can certainly understand the impact of not being able to request a call back, I’d be happy to share a bit more information accessing live support.
Phone callbacks are available depending on our current contact volume and wait times. In the case you don’t see the “schedule a callback” option, it would be due to those factors outlined above. Not to worry, as you can connect with us using one of the available methods or send us a DM.
Touching on your customer, were they able to confirm that they’re seeing a charge on their credit card statement?
If so, I’d recommend browsing through your abandoned checkouts to see if you can locate their transaction. From here, you can open the abandoned checkout and go through the timeline to see if any errors have populated.
It’s likely a payment failure has occurred and the transaction is in a “pending” status. In this case, the bank will clearly identify the charge on the customers bank statement but will be cleared since the transaction failed.
If you can confirm those details, the customer can attempt to place the order again correcting any errors that were outlined within the abandoned checkout.
Alternatively, if the customer has advised that the associated charge is not listed in a “pending” status or there is no error within the abandoned checkout, you will want to Contact Support directly. Our advisor team will be able to take a closer look and ensure it gets resolved as quickly as possible.
Please let me know if you have any other questions, as I’m happy to assist further.
Shopify is being ridiculous. They have downgraded their service to us and they are full of ridiculous excuses