Getting Help: The BestWebby Support Center

Overview

The support center is how your store talks to the BestWebby team. It lives inside the dashboard, so you never have to explain which account you mean or what you were looking at.

• Reachable from every screen. Open Help in the top bar and choose Contact support, or go to Home → Support.
• Answers first. While you describe the problem, matching guides and FAQs appear beside the form. If one answers it, click This answered my question and nothing is sent.
• One thread per request. Every request gets a reference such as SR-7K3Q9D. Replies, status changes and files all stay together under My requests.
• Reply in the dashboard. Our replies arrive in the dashboard, and we email you when there is one. Reply on the request in the dashboard: it reaches us straight away. If you answer one of our emails instead, it still reaches our team, who check it came from your store and then add it to the request, so it can take a little longer.
• The feature board. Ideas from merchants, written up by our team without naming any store. Vote for what you want built and follow ideas to hear when they move.

Who can use it. Owners, admins and managers can send requests, see the store's requests, and vote. Other roles can read the help articles and FAQs and should ask one of them to send a request. Requests about billing are visible to the owner and admins, and to whoever sent them, but not to other managers. The support center stays open when an account is switched off for billing, so you can always reach us.

Send a request

1. Open Help → Contact support from the top bar.
2. Choose what it is about: Something is not working, Feature request, How do I…?, or Billing and my plan.
3. Write a short subject and describe what happened: what you did, what you expected, and what you saw instead. Order numbers and product names help.
4. Say how much it is holding you up. If your store is down or cannot take payments, tick that box: the request goes to the top of the queue and our support team is alerted straight away, including outside business hours.
5. Attach screenshots, PDFs or CSV files if they help (see below).
6. Click Send request.

You get an email confirming the request and its reference straight away.

What we attach automatically. So we can reproduce the problem without a round of questions, the request carries the dashboard page you came from, your browser and screen size, the dashboard version, and your plan. The page address is cleaned before it is stored: anything after a ? or # is removed, and private links (payment, quote and survey links) are blanked out. Passwords, payment details and sign-in cookies are never collected.

Attachments

• Types: PNG, JPEG and WebP images, PDFs, and CSV files.
• Size: up to 10 MB each, and up to 10 files on a request.
• Files are checked when they are uploaded: a file whose content does not match its type is refused.
• Files are stored privately for your store. Only your store's owners, admins and managers, and the BestWebby support team, can open them, and they always download rather than open in the browser.

Follow your requests

Home → Support → My requests lists every request your store has sent, newest activity first. Each request moves through these statuses:

Replying. Open the request, type your reply and click Send reply. Replying to a request that is waiting on you moves it back to In progress. Emailed replies reach our team too, and are added to the request once we have checked who sent them.

Reopening. If a resolved request is not actually fixed, reply to it or click Reopen in the dashboard within 7 days and it goes back to In progress. A resolved request closes by itself after 7 days; we email you the day before. After a request is closed, start a new one and mention the old reference.

Closing it yourself. If you no longer need help, click Close request.

Rating. Once a request is resolved you can rate the help you got from 1 to 5 and add a comment. It goes straight to the support team.

Merged requests. If you send two requests about the same thing, we may merge them. The older thread stays readable and tells you where the conversation continues.

Notifications

You are told when:

• BestWebby support replied to a request you sent;
• a request you sent changed status (resolved, waiting on you, closing tomorrow);
• an idea on the feature board that your store voted for or you follow moved (planned, started, shipped or declined).

Each one appears in the dashboard's notifications and by email by default. Change either under Settings → Notifications → Support. The email about a request goes to the person who sent it.

Email

You can also write to [email protected]. When the address you write from belongs to an owner, admin or manager of exactly one store, and our mail server can confirm the message really came from that address, it becomes a request in your store and appears under My requests. Otherwise a person on our team matches it to your store by hand, which takes longer: writing from the dashboard is the quickest way to reach us.

Replies to our support emails always land on the right request, from whichever address you reply. Automatic replies (out-of-office messages, bounces, mailing lists) are ignored, so they never reopen a request.

Files attached to an email are not added to the request. Attach them in the dashboard instead.

The feature board

Home → Support → Feature board shows ideas merchants have sent us, once our team has written each one up for everyone. Store names and anything private from the original request are never shown.

• Vote for the ideas you want. Each store has one vote per idea, whoever on your team clicks it, and you can take it back.
• Follow an idea to be told when its status changes. Following is personal to you.
• Ideas are Under review, Planned, In progress, Shipped or Declined. When we ship or decline an idea we say why, on the board and in a notification to every store that voted for or follows it (by email too, for the people who follow it or cast the vote, unless they switched those emails off).

Your own feature requests stay private to your store. When we publish one to the board, your store's vote is added to it automatically. You can still send private requests from Home → Feature requests.

How quickly we reply

We aim to reply within one business day. Business hours are Monday to Friday, 09:00 to 17:00 Toronto time. Requests marked as store down or unable to take payments are timed on a 24-hour clock, including weekends, and alert our team straight away. Scale, Standard, Premium and Enterprise plans include priority support: their requests are answered first and have shorter reply targets.