Support Tickets (Contact Form)
The Contact Form gives customers the ability to submit a support ticket directly from the order editing block on the thank you page and order status page. When a customer submits a ticket, it's sent to your store's customer support email and logged to the order timeline in Shopify.
⚠️ This feature is currently unavailable. The Contact Form is turned off by default and is currently going through a re-development. If this is something you're interested in enabling, please reach out to the Order Editing team via support and we'll keep you updated on when it's back.
What It Does
When enabled, the Contact Form adds a support option to the order editing block. Customers can use it to reach out to your team about their order without needing to navigate away from the order status page. There are two core settings:
Allow customers to contact you
This is the master toggle. When turned on, customers see a contact form within the order editing block. Any message they submit is sent directly to your shop's customer support email address and logged to the order timeline, so your team has full context when responding.
Hold orders when customers create a support ticket
When enabled, submitting a support ticket automatically places the order on hold. This is useful if you want to prevent fulfilment from proceeding while a customer query is being resolved, for example, if a customer reaches out about a sizing issue or delivery concern before the order ships.
Translations
All customer-facing text for the contact form can be customised through the Translate button at the top of the Order Editing settings page. This includes the form labels, button text, and confirmation messages.
Frequently Asked Questions
Can I use this right now?
Not at the moment. This feature is currently being restructured. Reach out to the Order Editing team if you'd like to be notified when it's available again.
Where do support tickets get sent?
Tickets are sent to your shop's customer support email address and also logged to the order timeline in Shopify Admin.
Does holding an order stop it from being fulfilled?
Yes. When an order is on hold, it won't proceed through your normal fulfilment workflow until the hold is released.
