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How to properly submit a support ticket
Queue System: To ensure fairness and efficiency, all support tickets are placed in a queue system. This means we address tickets in the exact order they're received.
During Business Hours: If you submit your ticket during our regular business hours, it'll be queued for review by our support team. We're committed to starting the review process as quickly as possible.
Outside Business Hours: Tickets submitted outside of our regular hours will be queued for the next business day. Rest assured, we'll get to your ticket as soon as we're back!
Response Time: Please allow us 24-48 hours to process your ticket once it's our turn in the queue. We appreciate your patience and understand the importance of resolving your concerns promptly.
Resolution Time: Please allow us 24-48 hours after response time to resolve your issue.
*Please note that 'response time' and 'resolution time' refer to different aspects of our service process. 'Response time' is the duration it takes for us to initially reply to your query, while 'resolution time' is the time required to fully resolve your issue after we have begun communications with you to understand the problem. The efficiency of the resolution process depends on the clarity and completeness of the information you provide us regarding the issue
Thank You for Your Understanding. We're here to support you, and we appreciate your patience as we work to address each ticket with the attention it deserves. Thank you for choosing us, and we look forward to assisting you during our regular business hours!
- Monday: 10 AM - 6 PM EST
- Tuesday: 10 AM - 6 PM EST
- Wednesday: 10 AM - 6 PM EST
- Thursday: 10 AM - 6 PM ESTToday
- Friday: 10 AM - 6 PM EST
- Saturday: Closed
- Sunday: Closed
A good, detailed explanation significantly aids us in diagnosing and resolving your issue more efficiently. Here's how you can provide one:
What to Include in a Good Explanation:
- Specific Details: Instead of saying "my store doesn't work," specify what aspect of your store is malfunctioning. For example, "The checkout button is unresponsive when clicked."
- Context: Provide any relevant background information that could help us understand the issue better. Mention any recent changes or updates made.
- Error Messages: If there are any error messages appearing, include the exact text or a screenshot of the message.
- Steps to Reproduce: List the steps you took that led to the problem. This helps us replicate the issue on our end.
- Impact: Describe how this issue affects your operations, such as "Customers are unable to complete their purchases."
Additionally, recording a video or providing a screenshot of the issue can be incredibly helpful. Visual aids allow us to see exactly what you're experiencing and can often provide insights that words alone cannot.
Here are some free tools you can use to record a video or take a screenshot:
- Loom - For recording quick and easy video walkthroughs.
- Zight - For capturing screenshots and videos directly from your browser.
What Not to Do:
- Vague Descriptions: Avoid broad statements with no specifics, like "it's not working."
- Lack of Context: Sending a screenshot without any explanation or not describing what you were doing when the issue occurred leaves us guessing.
- Skipping Details: Omitting details about when the issue started or any attempted solutions can lead to unnecessary back-and-forth communication.
By following these guidelines and utilizing visual aids, you help us to understand your issue quickly and accurately, reducing the time needed for resolution and preventing frustration on both sides.
Tim Barnhart
1/16/2025
"Big thanks to Glen for helping me get rolling and solving a tricky issue with my Shopify store. His expertise and patience made all the difference, and I couldn’t have done it without him. Highly recommend!"
Athena Rose
3/13/2025
"Exceptional Service & Expertise – Highly Recommend! I cannot express enough gratitude for Glen and the entire Ecomify Graduates team! After encountering a major issue with my Shopify theme due to an app integration, my website became nearly unusable buttons were unresponsive, mobile functionality was compromised, and the site slowed down drastically. Despite multiple attempts to fix it, nothing seemed to work. That’s when I reached out to Glen, and I am beyond impressed with the level of expertise, professionalism, and dedication he provided. He quickly diagnosed the issues, implemented effective solutions, and restored my website’s performance to an even better state than before. The responsiveness, patience, and attention to detail he demonstrated were truly outstanding. If you're looking for a knowledgeable and trustworthy Shopify expert who genuinely cares about your success, Glen and the Ecomify Graduates team are the ones to call! Their technical skills, problem-solving abilities, and customer service are unparalleled. I highly recommend them to anyone in need of top-tier eCommerce development and support. Thank you again, Glen & team, for your incredible help! Marie Athena Rose Trichology "
Golfista Apparel Co.
Invalid Date
"The support and quality of work from ecomgrads is second to none, their ecomify theme has been amazing. I highly recommend."
Service reviewed: Theme customization
Ffi Davies
10/1/2024
"I’ve used the Ecomify theme for my website and it’s been amazing. The aesthetic is so appealing and will certainly help with customer conversions. The attention to detail is great and the customer support is incredible. Anytime I’ve had a query, I’ve emailed and had a response almost immediately. Would definitely recommend!"
Julie Wodock
2/10/2025
"This is my second review of Ecomify. My first review was for the "Ecomify" theme which is fantastic and offers everything I could ever ask for in a theme. I would like to add another review to commend the "EcomGraduates" for their outstanding CUSTOMER SERVICE. They respond quickly and are extremely helpful and answer all of my questions. I used to switch themes a lot hoping to find one that addresses my personalization needs, but I will never need another theme thanks to Ecomify."
Kaz's Flags and Tail Bags
11/1/2025
"I'm absolutely thrilled with my new revamped website, expertly built by the incredible Ellie from Ecomgraduates using their game-changing Ecomify Theme! From start to finish, Ellie went above and beyond, delivering exceptional service, prompt communication, and a genuine passion for creating an amazing website (that I am still really learning of what it can offer!). The Ecomify Theme itself is truly a masterpiece, packed with innovative features and extras that have saved me time, money, and hassle with having extra apps etc. What truly sets Ecomgraduates apart, however, is their unwavering commitment to after-sales support. Even after the theme changeover, Ellie has continued to provide top-notch guidance, ensuring I'm always getting the most out of my online platform, some coded changes and after a recent site audit.. Lots for me still to work on! (But that's websites for you ;) a never-ending work in progress) If you're seeking a seamless, stress-free website development experience with unparalleled customer care, look no further than Ecomgraduates and Ellie or Glen's exceptional expertise. I couldn't recommend them more highly! Five stars, ten stars, a million stars – Ecomgraduates and Ellie deserve them all!"
Service reviewed: Store build or redesign
Heidi Gantz
9/3/2024
"I just purchased the ecomify theme and love it!! My daughter complimented my website, said it's easy to navigate and looks so professional, exactly what I was hoping for. Ellie has been so helpful with my questions and getting me set up. I couldn't be happier! 😀❤"
Gregory Wojtas
2/6/2025
"I purchased the theme over a year ago, and now it is even better than it was before as it has been constantly improved, optimized and adjusted to the newest trends in the ecom biz. The team behind the theme is amazing. I've been working mostly with Krysta and she replies within minutes, sometimes seconds, resolving issues instantly! It is extremely hard to find someone this reliable, professional and on top of things. Ecomifytheme is a good investment if you are serious about this biz. Btw, it is very easy to update your theme, and if you have a problem, the team will help you, and you won't have to wait for long. 6/5 stars hands down."
5/5 from 144 reviews
