Support contact
The email and phone shoppers use to reach you about an order — shown in the app under Help & Support, and offered from any order they're tracking.
Settings → Store → Support contact is how a shopper reaches you when something about an order goes wrong: a wrong item, a late delivery, a refund that hasn't landed.
| Field | Meaning |
|---|---|
| Support email | Required to publish. Where order problems arrive; opens the shopper's mail app with the message already filled in. |
| Support phone | Optional. Dialled straight from the app — include the country code. |
| When you answer | Optional. Free text, shown to shoppers exactly as you write it, in your store's language. |
The email is one of the five checks on the readiness checklist — you can't submit for review without it. Phone and hours are yours to choose.
The email specifically, and not "any contact", because the message the app opens already carries the order number, your store and the shopper's account. None of that survives a phone call, and a written record is what a refund dispute needs.
What the shopper sees
Your contact appears in two places in the app:
- Profile → Help & Support — your details first, CordeliaApps underneath.
- Any order they're tracking — a "Need help with this order?" row at the bottom of the order's details.
Tapping either opens a message that already names the order number, your store, the shopper's account and their app version. You don't have to ask for any of it, which is usually the difference between one reply and three.
Write your opening hours in. A message sent at midnight to a store that answers on weekday mornings otherwise reads to the shopper as one being ignored — and that's the message that turns into a chargeback.
If it's empty
You can't publish — Submit for review stays disabled until the support email is set, the same as an empty catalog or unconnected payments. It doesn't block previewing your own store, so you can build and walk the whole thing before filling it in.
In the shopper app, a store with no published contact isn't a dead end: they see the CordeliaApps address, and the copy tells them plainly that anything about an order will be passed on. That path still exists — for stores published before this became a check, and for the problems that were never yours to fix. It's just slower, because we forward, you reply, and the shopper waits through both.
Which problems are yours, and which are ours
The app splits them deliberately, because they need different people:
| Goes to you | Goes to CordeliaApps |
|---|---|
| Wrong or missing item | Signing in, password resets |
| Late or undelivered order | Deleting an account |
| A refund you agreed to | The app crashing or misbehaving |
| Anything about what you sell | Anything about the app itself |
Your own refund commitments are governed by the refunds and cancellations policy, which shoppers can open from Help & Support as well.
Keeping it current
This is a published contact, so treat it like the phone number on your door. An address nobody reads any more is worse than none at all — a shopper who writes to it gets silence rather than the fallback. Clearing the field is always allowed, and puts them back on the CordeliaApps address.