Support
Reviewed on 5 October 2026
On this page
Here you answer your buyers' and students' questions. They come from the member area, from the purchase email and from your help page. The list shows the status of each conversation, who it is assigned to and which channel it came through.
How to get there
Click Support in the panel's side menu, in the Support group. The number next to the entry says how many conversations you have unread.
What you can do
- Read and answer each conversation with attachments of up to 10 MB.
- Assign a conversation to someone on your team.
- Mark a conversation as pending or resolve it.
- Search by email or by subject and filter by status, assignment or channel.
- Save replies you use often in Saved replies.
- Set up your help page in Help page.
Step by step
Answer a question
- 1. Click the conversation in Open.
- 2. Write your answer.
- 3. Attach a file if needed.
- 4. Send the answer.
- 5. Click Resolve when the question is fully answered.
Keep in mind
- If you see the different sender notice, the email does not come from the buyer's address. Check who is writing before giving them details of the purchase.
- Share the link to your help page so people can write to you without looking for your email. Copy link gets it ready to paste.
- You can attach up to 5 files per message as PDF, image, TXT, CSV, DOCX or XLSX.
- The tab, the filters and the search you pick go in the address of the page. Back on the list or after a reload, it reads as you left it.
These roles can open this screen: owner, admin and support.
Frequently asked questions
Where do the questions come from?
They come from My questions in the member area, from your store's help page and from your buyers' replies to their purchase email. All of them appear in this inbox with their channel.
Was this helpful?
Need to talk to us?
If you didn't find what you were looking for, write to us. We reply within two working days.