tacey.
Install on Shopify

HELP & RECORDS

Ask for help. The question comes with the order attached.

Some questions do not fit any edit. This tool puts an Ask for help button on the order page, so the customer writes to you from there and you answer from your own inbox.

Install on ShopifyAll features
14-day free trial on every plan.
WHERE YOUR CUSTOMER SEES ITOn the Thank you page and the Order status page, in the Tacey editing tools block.
MONEYNo money moves, and nothing about the order changes.
PLANSOn every plan. Plans differ by order volume only.

What your customer does. Step by step.

  1. Your customer opens "Make changes to your order" and chooses Ask for help.
  2. They type a message and send it.
  3. The message is emailed to you, with the reply-to set to the customer's own address, so you reply from your own inbox and the reply goes straight to them.
  4. They see your confirmation message only after the message has actually been sent.

What you control. Set in Tacey, per store.

These are the settings on this tool's page in Tacey, in the words the app uses. Where a setting has a default, it is stated.

Support email addressWhere a customer's message is relayed. Required: an empty value would be a dead button, so the tool stays off your customers' order page until it is set.
Button textThe button a customer taps to send. Leave the default and each customer sees it in their own language.
Confirmation messageShown only after the message sends successfully. You can include your store's name.
Also send a copy toExtra staff addresses copied on every message. Nobody is copied until you add one.
Copy the customer on their own messageSend the customer a copy so it sits in their inbox for their records. Off by default.
Subject line for your team's notificationInclude the order number in the subject, or leave it blank for the default.

What it refuses. And says so.

A tool that fails quietly is worse than one that says no. When an order does not qualify, your customer sees the real reason instead of a dead button.

  • Nothing about the edit window or the order type. Asking for help is not an edit, so it stays available after the window closes.
  • Showing the confirmation when the message did not send. The customer is told it failed instead.

Questions about ask for help

All features →
Does it work after the edit window closes?
Yes. Asking a human for help is not an edit, so the tool stays available after the window closes.
Where do I answer?
In your own inbox. The message arrives with the reply-to set to the customer, so your reply goes straight to them.
What if the message fails to send?
The confirmation is shown only after a message has really been sent. A failure is reported as a failure.
Does my customer see this automatically?
Not until you add Tacey's block to the two pages. In Shopify's checkout and customer accounts editor, choose Add block, then Tacey editing tools, and save, on both the Thank you page and the Order status page. Turning a tool on in Tacey does not place the block for you.
Is this tool on every plan?
Yes. Plans differ by how many orders you send through Tacey each month, never by which tools you get.

Works alongside. Each tool has its own page.

HELP & RECORDSDownload invoiceThe receipt, any time, even after the edit window closes. Opened as a link or sent by email, your choice.
ADDRESS & CONTACTUpdate contact detailsA mistyped email means a missed delivery update. Your customer fixes their own email or phone number, and the old email address is told.
ADDRESS & CONTACTOrder notes & gift messagesA note for you, or a gift message for the person who receives the parcel. It works on orders the item tools will not touch.

See every tool. Combining two paid orders into one shipment is a separate action you take in your Shopify admin, covered on the order merge page.

Install it. Switch on the tools you want.

Install on ShopifyAll features
14-day trial, every plan. No setup call required.