Asking our team
Ask a question, a small change or an idea, and how we answer each ask
On this page
Report an issue is for something broken. Ask our team is for everything else on a Store Care plan: a question, a small change, or an idea for your store. We answer every ask within 2 business days, and we always tell you what happens next, so an ask never sits in a queue.
Send an ask
Open Store Care, click Contact our team at the top of the page, and choose Ask our team.
- Store - if you have more than one store on Store Care, choose which one
- What would you like to ask? - in your own words. The examples under the box show the kind of thing to ask; click one to start from it
- Page link and files - optional: the page it's about, and any files or screenshots
- Click Send to our team
There are no counters or slots. If it's bigger than Store Care covers, we'll tell you and suggest another way.
The four answers
Every ask gets one of these, with a reply from a person on our team. Your asks are on the Issues & asks tab, each with its answer and our reply, and we email you when we answer.
- Answered - a written answer to your question; nothing changes on the store
- Done - a small change we just made. It's in your care log, linked to the ask
- We'll do it - worth doing, with the date we'll do it by. It shows up in your care log when it's done
- Not part of Store Care - always with the reason, and at least one way forward
When it isn't part of Store Care
Open the ask to see what you can do. We offer one or more of these:
- A smaller part - we describe a part we can do now, included in your plan. Click Yes, do that and it becomes We'll do it, within the week
- Get a quote - for the whole thing. We send you a fixed price and a date, and start only if you approve it
- Give to an agent - opens your agents with the ask as the task, so one of them can draft it for your OK
- Add to next call - on Growth, puts it on your next call's agenda to talk through with your lead
By plan
- Essentials - asks are answered; changes are done only when they're fixes
- Care - questions answered, small changes done or planned; bigger work becomes a quote
- Growth - everything in Care, with your asks answered first, plus Add to next call for bigger ideas
Asks from your agents
When one of your agents can't do something with your apps, it says so plainly and suggests the app or setting that can. On Store Care it can also draft an ask for our team, which shows in its task as Ask our team? with Needs your OK. Nothing goes until you click Send ask; Edit changes the words first, and Don't send drops it. On Growth, Add to next call's agenda puts it on your next call instead. A sent ask shows on Issues & asks marked with the agent's name, and our team answers it like any other ask.