Order-linked complaint form
Customers open a ticket from the order status page or a storefront page, and the order context is captured automatically instead of being typed out.
Complaints arrive attached to a real order, get an owner and an SLA clock, and close with a recorded resolution. No more chasing customer problems across WhatsApp screenshots and a shared inbox.
Resolve Desk gives your storefront a complaint form that a customer reaches from their order, so every ticket opens with the order number, items and delivery details already attached. Inside Shopify admin those tickets get a status, a category, an assigned agent and a response deadline. Agents reply using saved templates for the issues you see every week. When the ticket closes, the resolution and the time taken are recorded, and the analytics view shows which products and which couriers generate the most complaints.
Customers open a ticket from the order status page or a storefront page, and the order context is captured automatically instead of being typed out.
New, in progress, waiting on customer, waiting on courier, resolved and closed, with your own categories such as damaged item, wrong size or missing parcel.
Set a first-response and a resolution target per category. Tickets approaching breach are highlighted and can escalate to a supervisor automatically.
Route tickets by category, order value or courier to a named agent or a team, with reassignment and an audit trail of who touched what.
Saved responses with order merge tags for the issues that repeat, so a refund confirmation or a reship note takes seconds rather than fresh typing.
Volume by category, average resolution time, agent workload and complaint rate by product and by courier, exportable for weekly review.
Install the app and add the complaint form link to your order status page and help section.
Define your complaint categories, SLA targets and routing rules for each agent or team.
Customers submit tickets against a specific order, which land in the admin queue with context attached.
Agents work the queue, reply with templates and close tickets with a recorded resolution code.
Complaints that live in a personal WhatsApp thread disappear when that person is off. A queue with owners and deadlines survives staff turnover.
Customers who get a clear answer inside a day rarely escalate to a bank dispute, a public review or a social media post.
A timestamped record of damaged and missing parcels by courier is what you need when you negotiate compensation with TCS, Leopards or M&P.
When one SKU accounts for a third of complaints, the analytics view shows it before the return rate shows up in your margin.
[PRICE] per month. Complaint form, basic statuses and a small number of agent seats for a single store.
[PRICE] per month. Adds SLA timers, routing rules, canned replies, more agent seats and resolution analytics.
[PRICE] per month. Multi-store queues, unlimited categories, escalation workflows and priority support.
For most Shopify stores, no. Resolve Desk covers order-linked complaints, which is the bulk of post-purchase support. If you already run a full helpdesk for pre-sales chat and email, this can sit alongside it and handle only the order disputes where Shopify context matters.
Yes. Each ticket has a reference the customer can use to check status, and status changes can trigger a notification. Many merchants pair it with WhatsApp so the update lands where the customer already reads messages.
Conversations that start on WhatsApp can be logged as tickets by an agent so they enter the same queue with the same SLA. Automatic ingestion from a WhatsApp inbox depends on your messaging setup and is configured per merchant.
Seat counts follow the plan you pick. Agents use their existing Shopify staff accounts, so there is no separate login to manage and permissions follow the roles you already set in Shopify admin.
We will set up your categories, SLA targets and routing rules with your support team.