Open Help & Support
From the embedded app in Shopify Admin, open the Help & Support section.
HELP & SUPPORT
Get help with Sold Countly & Reviews.
Installed merchants can use the private in-app Help & Support conversation system for shop-specific questions. General pre-install questions can use the support channel shown on the app's Shopify App Store listing.
MERCHANT SUPPORT
Shop-scoped conversations stay inside the authenticated app.
Installed merchants can use the private in-app Help & Support conversation system. Conversations are scoped to the authenticated Shopify shop and can keep a durable message history between the merchant and AI Ecommerce Solutions support.
Describe the issue
Include the affected feature, what happened, and any safe troubleshooting context that helps reproduce the issue.
Follow replies
Unread Head Admin replies remain visible in the support conversation so the merchant can continue the same thread.
ILLUSTRATIVE SUPPORT THREAD
One conversation can stay open while an issue is investigated.
CONVERSATION STATUS
Support status makes the next action clearer.
The in-app conversation can move through the following durable statuses.
OpenNew or active request.
In ProgressSupport is investigating or working on the issue.
Waiting for MerchantMore information or confirmation is needed from the merchant.
ResolvedA resolution has been provided.
ClosedThe conversation is no longer active.
SAFE SUPPORT PRACTICES
Do not submit account secrets.
Support does not ask visitors to submit Shopify passwords, access tokens, refresh tokens, API secrets, payment-card details, or other private credentials. If a problem involves authentication, describe the symptom rather than sending the credential itself.
Keep these private
Passwords, Shopify access tokens, refresh tokens, API secrets, private keys, payment-card numbers, or other credentials.
NOTIFICATIONS
The in-app thread remains the source of the support conversation.
Email can be used as a notification channel when configured, but email delivery is not treated as the support conversation itself. If SMTP or a notification recipient is unavailable, the in-app conversation can still remain available for the merchant and support team.
PRE-INSTALL & GENERAL QUESTIONS
Use the support channel on the Shopify App Store listing.
For questions before installing the app, use the preferred support channel displayed on the Sold Countly & Reviews listing in the Shopify App Store. This keeps the public contact route aligned with the current Shopify listing without publishing an unconfirmed mailbox here.
PRIVACY & DATA
Privacy requests have a separate request path.
Store customers should normally begin with the Shopify merchant from whom they purchased. Installed merchants can use the authenticated Privacy Requests and Help & Support areas for shop-specific app questions.