Your Shopify chat sits on top of the one thing a support reply usually lacks: the customer's actual cart and order history. We work inside it, so answers come from the record rather than from a guess.
Shopify Inbox skews post-purchase, because the people messaging you have usually already bought. All of it is inside the scope of your plan.
Answered from the fulfilment record — tracking link and a real ETA rather than a date range.
Address corrections, added items, cancellations — handled where the order status still allows it.
Eligibility checked against your policy and the return opened to the rules you set.
Codes that won't apply, balances, and which promotions can be combined — checked against the order total.
Sizing, materials and stock for the customers still browsing rather than chasing.
Escalated to you by email or WhatsApp with the order reference and the full thread.
A normal trading day in a Shopify inbox, handled inside your coverage window.
Everything that landed after hours is answered first, oldest to newest, before the day's traffic starts.
Sizing, stock and delivery estimates — answered from your product notes while the customer is still on the page.
Policy checked, eligibility confirmed, the return opened to your rules — no back-and-forth with you.
A damaged-on-arrival claim needing your call goes to you by email or WhatsApp with the full thread attached.
Shopify Inbox shows who's asking, what they've bought before and what's sitting in their cart right now. That turns most support replies from an interpretation into a lookup — exactly the kind of work that should never reach you.
A scoped Shopify staff account with the permissions the work needs — orders, customers, returns. Not billing, not apps, not theme or code access.
FAQs, return policy, refund thresholds, shipping promises, tone of voice. This becomes the playbook every reply is written from.
The channel is covered through your window. You get the monthly report, and only the escalations that genuinely need you.
Shopify Inbox is covered through the same hours as every other channel, and draws from the same block of support hours.
A Shopify staff account scoped to what support needs — usually orders, customers, and returns. Not billing, not apps, not theme or code access. You create it, you see everything done under it, and you can revoke it in one click.
Returns and exchanges are inside the scope of every plan, and we work to whatever rules and limits you set in the playbook. Where you want a decision kept with you — high-value orders, goodwill gestures, anything unusual — that case is escalated instead.
Yes. We work inside the tools you already run rather than moving you onto ours. If your Shopify conversations route through a helpdesk, we work there and use the Shopify admin alongside it for order context.
No. All fifteen services across all eight channels are included on every plan. You're buying a monthly block of support hours — 40, 80, 120 or 160 — and Shopify Inbox draws from that block like everything else.
Every plan covers all fifteen services across all eight channels — you're buying hours, not per-channel licences.
Fifteen minutes on a call is enough to size the volume, agree the access, and pick the plan that fits.