Is this the official Shopify Support?

No. Casekit is not affiliated with Shopify. If you need support at Shopify (billing, account, platform issues), use Shopify's official Help Center inside your admin.

What do people mean by Shopify customer support or customer care?

Usually they mean support for a Shopify store: answering shopper questions about shipping, returns, cancellations, address changes, and order issues.

How does Casekit help with Shopify support tickets?

Casekit is a free Chrome extension that runs inside Shopify Admin order pages. It helps you copy a clean order summary, paste macros with variables, and follow checklists — so you can reply faster and stay consistent.

Does Casekit work with Gorgias, Zendesk, or Help Scout?

Yes. Casekit prepares a ready-to-paste reply. You paste it into your helpdesk (Gorgias, Zendesk, Help Scout, email, Slack…).

Home → Shopify support

Shopify support: customer support & customer care (for your store)

People search for Shopify support for two different reasons: they either need support at Shopify (official platform help), or they’re building a faster Shopify customer support / customer care workflow for their own store. This page covers both — without the fluff.

Casekit for Shopify

Install the free extension Shopify reply templates

Note: Casekit is not affiliated with Shopify. We build tools for teams that support Shopify stores.

1) Support at Shopify (official)

If your issue is about your Shopify account, billing, platform behavior, payments, or a Shopify feature, you need Shopify’s official support.

Start from the Shopify Help Center inside your admin (best routing).
Use your store login so Shopify can see your account context.
Have your store URL and recent order IDs ready.

This page can’t open tickets with Shopify — it’s a practical guide for store teams.

2) Shopify customer support / customer care (your store)

If you’re answering shoppers, you’re doing Shopify customer support (sometimes called customer care). The fastest teams win by standardizing replies and collecting the same info every time.

WISMO (Where is my order?)
Returns, exchanges, refunds
Cancellations & out-of-stock changes
Address changes & order edits
Fraud verification & high-risk orders

Shopify support tickets that should be macros

If your team types these from scratch, you’re paying a “time tax” on every ticket. Start with a few high-volume replies, then expand.

Cancellations & out-of-stock

Clear options, quick refunds, fewer angry follow-ups.

Read the templates →

Address changes & order edits

A simple workflow for “please change my address” tickets.

Read the workflow →

Fraud / verification

Professional, calm verification templates for high-risk orders.

Read the macros →

Return-to-sender (RTS)

Decision tree + templates for reship vs refund.

Read the playbook →

Customs & duties

Templates for “stuck in customs”, duties, and document requests.

Read the templates →

Support KPIs

Track what matters (and what actually reduces repeat contacts).

See the KPI list →

More Shopify customer support resources: Shopify customer support templates • Shopify helpdesk workflow • Gorgias macros • Zendesk macros

A faster Shopify customer support workflow (inside Shopify Admin)

Most delays happen because agents keep re-checking the same details: order number, items, shipping address, tracking link, refund status. The fix is a repeatable flow.

Open the Shopify order page (where the truth is).
Copy a clean order summary to your clipboard (ready for your helpdesk).
Insert a macro with variables like {{first_name}} and {{order_ref}}.
Follow a checklist so you don’t miss key steps (photos, carrier scan, refund ETA…).

That’s exactly what Casekit for Shopify is built for.

Install Casekit (free) and speed up Shopify support
Takes ~20 seconds. Works on Shopify Admin order pages.

Add to Chrome

Want the editor + unlimited macros? Upgrade to Pro after you try the free extension.