How support emails work, when Fourthwall steps in, and when you respond directly
When you launch your shop, you don’t need to set up a separate customer support system. Fourthwall automatically creates a support email for you, making it easy for your supporters to reach out with questions about sizing, quality, order status, or other issues. This guide explains how support inquiries are handled, when Fourthwall takes care of them, and when you may need to take care of them yourself.
Your shop’s support email
Every shop gets its own unique support email. You can find it on your contact page by adding /pages/contact to your shop URL. All inquiries sent to this email are routed through Fourthwall’s support team.
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Automatic setup: No configuration required—your support email is ready to go as soon as your shop launches. Here's an example:
- Custom domain: If you connect a custom domain, your support email updates automatically to match your domain (for example, contact@support.yourcustomdomain.com). See How do I set up my customer support email?
When Fourthwall handles support
Fourthwall responds directly to inquiries that relate to products we fulfill, including:
- Questions about product quality, sizing, and order status
- Requests for order changes or cancellations
- Refunds and replacements (processed through your shop balance)
This means you won’t need to handle most customer inquiries on a daily basis.
When you’ll need to respond
There are some situations where you’ll handle the support:
- Self-fulfilled products: If you sell items you fulfill yourself, Fourthwall will forward these inquiries to you. In that case, you can reply directly from your own support email (we recommend setting up a dedicated one instead of using a personal email).
- External platforms: If you sell through channels like TikTok, you’ll need to respond to messages directly in your TikTok Seller dashboard. For order-related questions, you can redirect customers to your shop’s support email.
- Custom support setup: If you prefer to provide more personal support, you can list your own support email on your storefront, though Fourthwall’s system is designed to cover fulfillment-related questions efficiently.
Refunds and order issues
If the issue is a quality or manufacturing error in a product from the Fourthwall catalog, please have your customer contact your shop's customer support email. They will be able to help and refund the product as part of our quality guarantee.
If the product is one you ship/fulfill or provide, or a digital product, you can refund it directly via your dashboard.
Refunds are processed through the Orders section of your Fourthwall dashboard.
Best practices for smooth support
- Keep your contact page visible so customers know where to reach you.
- If you fulfill your own items, set up a dedicated support email (e.g., support@yourbrand.com).
- When using external sales channels, reply in-platform but redirect complex or fulfillment-related requests to your Fourthwall support email.