---
title: Ask for Help From a Shopify Order Page
description: Give customers a way to message you from their Shopify order page. It lands in your inbox with the customer set as the reply-to.
canonical: https://tacey.app/features/contact-support
category: HELP & RECORDS
---
# Ask for Help From a Shopify Order Page

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.

Where your customer sees it: the Thank you page and the Order status page, in the Tacey editing tools block. On every plan; plans differ by order volume only.

## What your customer does

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

- **Support email address**: Where 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 text**: The button a customer taps to send. Leave the default and each customer sees it in their own language.
- **Confirmation message**: Shown only after the message sends successfully. You can include your store's name.
- **Also send a copy to**: Extra staff addresses copied on every message. Nobody is copied until you add one.
- **Copy the customer on their own message**: Send the customer a copy so it sits in their inbox for their records. Off by default.
- **Subject line for your team's notification**: Include the order number in the subject, or leave it blank for the default.

## What it refuses

- 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.

## Money

No money moves, and nothing about the order changes.

## FAQ

### 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.

## Related tools

- [Download invoice](/features/download-invoice): The receipt, any time, even after the edit window closes. Opened as a link or sent by email, your choice.
- [Update contact details](/features/edit-contact): A mistyped email means a missed delivery update. Your customer fixes their own email or phone number, and the old email address is told.
- [Order notes & gift messages](/features/order-note): A note for you, or a gift message for the person who receives the parcel. It works on orders the item tools will not touch.

All tools: [/features](/features). Combining two paid orders into one shipment is a separate merchant action: [order merge](/order-merge).