Guides

Shopify and ecommerce support guides

Practical, copy-paste friendly writing for people who answer support email every day. Grouped by the problem you are trying to solve.

WISMO and shipping

Order status questions: what they are, and how to answer them accurately.

Meaning, causes, how to measure your rate, and how to answer one properly.

Why carrier tracking stalls, when to worry, and what to reply at each stage.

Reading fulfilment, delivery and tracking state the way support needs to.

Every fulfilment and delivery status, and the customer reply each one calls for.

Getting a shared inbox to behave like a support tool without becoming one.

Delegation, labels, collision handling, and when you have outgrown it.

How to set them up, how to name them, and where they run out.

Cost, response time, and deciding when tooling has to change.

A working setup that skips the migration, and the honest threshold for switching.

How to measure it honestly, what to target, and what actually moves it.

Where the time goes, how to cost it, and the five changes that work.

CaseKit finds the Shopify order behind the email and writes the reply, inside Gmail.