In this article:
Support Options Overview
Start Here!
You can always find our support options by logging into Admin and viewing the "Help Center" page at the bottom right.
From there, you can choose to search our Knowledge Base, peruse our training materials or contact Support.
Types of support
Need support? These are the types of support offered from Commerce7 to make sure that you can get the answers you're looking for.
1. Searchable knowledge base
We have robust, searchable documentation and videos that will almost always provide the answer you're looking for! Simply search key words or phrases and you will receive a list of relevant results that will likely your question + walk you through how to accomplish your task. Give it a try here!
2. What's New
This shows you all of the latest updates and features that have been implemented in Commerce7.
3. Commerce7 Academy
These in-depth, on-demand courses are a way for you and your team to learn about all parts of Commerce7. Served up in short, easy-to-digest videos, the Academy is a fun and effective way to learn!
4. Video Hub
This is a searchable video database of Free Training Fridays and Webinars.
5. Contact Support
This will launch a Chat window where our AI chatbot can assist with many of your inquiries 24/7. Should you require further help during business hours, our experienced Support Team is also available to chat and provide additional assistance. Outside of business hours, you will have the option to create a Support ticket.
6. Book a Call
For more complex troubleshooting, you can schedule a screen-sharing call with a member of our team. These calls are designed for situations that require additional time and context, allowing for a more personalized approach. It’s also an excellent opportunity to engage with our team and discover Commerce7 features that you may not be fully utilizing.
7. Contact Fullsteam
If Fullsteam Payments is your payment gateway, and you have a question about a transaction, you can reach out to Fullsteam's team directly.
8. Tutorials
These are on-demand tutorials that are in-app - so all you have to do is follow the prompts! Hands-on learning that includes everything from creating Cart Carrots to setting up a Club.
Commerce7's General support hours
- Mon - Fri: 12AM - 5PM PST
- Sat & Sun: One team member working 8 hours, but due to time zone differences, hours will vary.
Note: Ticket volume determines calendar availability for screenshares, so please be patient if a screenshare appointment is not available the same day that you write in. Likewise for tickets, depending on our ticket volume - and complexity of your issue - some questions may take a little more time to dive into, but our typical turnaround time is one business day.
Why we don't offer instant phone support
While we don't have a phone line to call, you can book a video call with our team. This allows us to gather more information from you before the call so we can be best prepared. Also, the video call allows us to screenshare with you, which is effective in helping you troubleshoot your issue.
- Our ticketing system allows for two-way sharing of screenshots, links, and code snippets of problems you are having. This ensures everyone is on the same page and in turn helps our team pinpoint the issues faster.
- All support tickets and conversations are stored away for easy access at all times. This allows for anyone on our team to easily pick up where another left off (in the situation where a developer or another team member needs to be looped in), therefore never having to ask you questions twice.
- Different issues require involvement from different members of our team. Sending in tickets allows us to ensure the right person is working on a specific issue.
- Keeping all communication in one channel allows us to remain organized and ensure all issues are accounted for and nothing is forgotten.