Customer support inbox
Messages from your customers, with the order they are about attached, so you can answer without going looking.
- Who can do this
- Owner, Admin, Staff
- Plan availability
- Compare current packages
- Last checked
- September 20, 2026
What this does
Collects what customers send you and shows each message beside the order it concerns.
Before you start
A way for customers to reach you, set on your storefront contact page.
Steps
- Open Support.
- Select a conversation.
- The customer's order and its current state are shown alongside, so you can answer without opening another tab.
- Reply.
What happens next
Replies go from your store's sending address, so verify your domain first or they will be filtered.
Common problems
Nothing is arriving. Check the contact address on your storefront actually points somewhere Torva reads.
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.
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.