Talk to the shop.
Not a call centre.
It lives right where a customer already is: inside their own account, the same place as their orders and receipts.
See how it works
Write to us, from the shop's own Support page.
A question about an order doesn't need a phone tree. It needs someone who can actually see the order.
Support here is a real conversation with the shop itself — the same people who made the coffee, not a script reading from a queue.
Ask once. Get an answer from someone who can actually do something about it.
01 / Not a ticket number
One conversation, not a case number.
A customer opens a conversation from their own account, picks what it's about — an order, a question, some feedback — and writes what happened.
It stays one ongoing conversation, not a ticket number to quote back on the phone next time.
They can come back to it days later and pick up exactly where it left off.
02 / Recognized, not re-explained
The shop sees who they're talking to.
When a shop opens a conversation, they already see the same account they'd recognize anywhere else on the platform — how many times this customer has ordered, not just what they typed.
A customer doesn't have to re-explain who they are or dig up an old receipt. The context is already there.
03 / An answer finds them
An answer finds them.
When the shop replies, the customer hears about it the same way they'd hear their order is ready — a notification, not a tab they have to keep open and refresh.
Conversations update the moment a message is sent, on both sides, without anyone reloading the page.
A review can become a conversation.
Feedback that signals something went wrong doesn't have to stay a public back-and-forth.
A shop can turn it directly into a private conversation with that customer — so an honest afternoon gone wrong can be made right somewhere quieter than a public reply, and the customer is told the moment there's a response.
04 / For the shop
It lives with everything else they already have.
A support conversation isn't a separate login, a separate app, or an email thread that gets lost.
It sits in the same account as their orders, receipts, loyalty standing and subscriptions — one relationship, however they need to reach the shop.
Security
How it's protected.
01Only a real, signed-in account can start one.
A guest checkout session — someone who placed one order without creating an account — can't open or reply to a conversation. It takes an actual account, the same rule Community's comments follow.
02Only the shop it belongs to can read it.
A conversation is visible to the customer who opened it and the specific business's own owner, manager or staff — never another shop on the platform, and never a stranger.
Yours to shape.
Talk to the shop.
Get a real answer.
How a shop organizes and responds to conversations is entirely theirs to run.
If there's a way you'd want support to work that isn't here yet, tell us. It grows from what shops actually need, not the other way around.