Customer service

In short: Handle questions about your products and returns, and bring STREET support in for courier, delivery or app problems.

If a customer contacts your shop

Find the order in Shopify or ORDER HISTORY in the Partner app. Check what was supplied and the current delivery or return status before responding.

For a product question, explain what you can confirm and the next step. For a return or refund, follow Returns and Refunds and keep your customer-facing policy URL current.

If the problem is with delivery

Open Chat in the Partner app and send the order number, location and the problem. STREET support can investigate the courier journey. Avoid promising an arrival or refund time that has not been confirmed.

If the issue affects a live order and you cannot contact the customer, include that in your message to STREET. See Get Help for the details to send.