“My order hasn’t arrived and I need to know what to do.”
Fenlow · Shopify Support Systems
Your assistant should not need to ask you what happens next.
When every refund, delay or customer exception comes back to you, support has not really been handed over.
From $49.00 AUD · one-off · free Fit Check before you pay
Refund shipping
Send apology
Offer 10% credit
Escalate
- Order over 7 days late
- Tracking not updated
- Customer has replied
✓ Meets delay criteria
Assistant can approve
Respond and resolve
Escalate if outside rules
Fewer repeated questions
·
Clearer authority
·
More consistent replies
The Handoff Problem
You hired help. The decisions still come back to you.
An assistant cannot work confidently when the rules only exist in messages, memory and one-off approvals.
01
The same questions return
You keep answering issues you thought you delegated.
02
Authority is unclear
Your assistant does not know what they can approve.
03
Replies keep changing
Customers receive different answers to the same situation.
04
Small mistakes become expensive
An unapproved refund or promise can cost more than the system preventing it.
Our Point of View
Clear support depends on clear decisions.
Useful support depends on knowing what to check, what to say, what can be approved and when to escalate.
See the full comparison on The Handoff →
What Fenlow Does
A clearer way to hand over Shopify support.
Fenlow turns the decisions your store has already made into a structured system your assistant can follow.
See how The Handoff worksSupport decision guide
Check
Decide
Respond
Escalate
TWO WAYS TO START
Choose the support system
that fits your store.
Start with one repeated support problem or build the wider system your assistant needs.
FOCUSED STARTING POINT
Handoff Focus
$49
AUD · ONE-OFF
For a store that wants to solve one recurring support problem before committing to a wider system.
- One support problem
- One custom workflow
- One decision path
- Three approved replies
- Basic approval and escalation boundaries
- 4–6 page branded PDF
- One factual correction
WIDER SUPPORT SYSTEM
The Handoff Complete
$100
AUD · ONE-OFF
For a store that needs a wider, connected customer-support system.
- Three workflows in total
- Ten approved replies
- Full decision-tree section
- Complete authority matrix
- Daily and quick-reference checklists
- Case-note guidance
- PDF and editable version
- One consolidated revision
Not sure which option fits your store?
Request the free Store Fit Check before paying.