Customer support inbox
Messages from your customers, sorted before you open them, with the order they are about attached and a reply already written where Torva is sure of the answer.
- Who can do this
- Owner, Admin, Staff
- Plan availability
- Compare current packages
- Last checked
- September 25, 2026
What this does
Collects what customers send you, works out what each message is about before you open it, and shows it beside the order it concerns. Where the answer is in the order record, the reply is already written and waiting for you to read it.
Before you start
A way for customers to reach you, set on your storefront contact page.
Steps
- Open Support.
- Work down the folders on the left. Needs you holds refunds, complaints and anything Torva will not answer on its own. Drafts ready holds messages with a reply written. Answered is what you have already sent. All mail is everything, and Filed is spam and business pitches, out of the way.
- Select a message. The sender, their order and its current state are shown alongside, and Kept for you says in plain words why it was sorted the way it was.
- Read the draft, change anything you want, and select Send reply. Nothing leaves until you press it.
What happens next
Replies go from your store's own sending address, so verify your domain first or they will be filtered. The address the reply is going to is shown above the box before you send. The message lands inside the thread the customer started rather than as something new.
Torva can also answer some messages on its own. Auto-reply settings controls that, and it is off until you turn it on. Refunds, complaints and spam can never be answered automatically.
Common problems
Nothing is arriving. Check the contact address on your storefront actually points somewhere Torva reads.
The sender is an email address rather than a name. They have not ordered from you yet, so there is no customer record to name them. Their address is what a reply will go to.
I cannot see which order they mean. Torva matches on the email address. A customer writing from a different address than they ordered with cannot be matched automatically.
It says there is no address to reply to. Nobody emailed in on that conversation — you or a teammate opened it, from a phone call for instance. Use Write to a customer to start an email instead.
I need help from Torva rather than from a customer. See Contact Torva.
Still stuck?
Ask Torva from inside your account. It knows everything in this article and can also see what your own store is currently doing, so it can answer for your situation rather than in general.