SHOPIFY PAYMENTS
This is the standard chargeback fee merchants pay when a customer disputes a transaction.
What is $15 USD (or equivalent in local currency)?
This is Shopify's point-of-sale system that allows merchants to sell in physical locations.
What is Shopify POS?
This is the primary ticketing system Support Advisors use to manage merchant conversations.
What is Zendesk?
This order status indicates that a merchant has acknowledged the order but hasn't shipped it yet.
What is "Unfulfilled"?
This is Shopify's official marketplace where merchants can find and install applications to extend their store's functionality.
What is the Shopify App Store?
This is the default payout schedule for most new Shopify Payments merchants.
What is daily (or 1-3 business days depending on country)?
This Shopify plan is specifically designed for enterprise-level merchants and includes dedicated support.
What is Shopify Plus?
This text expansion tool helps Support Advisors quickly insert commonly used responses and code snippets.
What is TextExpander?
This feature automatically captures email addresses from customers who add items to cart but don't complete their purchase.
What is Abandoned Checkout (or Abandoned Cart)?
This is the name of Shopify's tool that allows merchants to customize their online store design.
What is the Theme Customizer (or Theme Editor)?
These three accelerated checkout options are available with Shopify Payments to speed up customer purchases.
What are Apple Pay, Google Pay, and Shop Pay?
This feature allows merchants to sell products in multiple currencies while being paid in their home currency.
What is Multi-Currency (or Shopify Markets)?
This is the internal tool Support Advisors use to access merchant store data, view order details, and check account information that isn't visible in the regular admin.
What is the Internal Dashboard (or Internal Admin)?
This inventory management policy determines what happens when a customer tries to buy more items than are in stock.
What is "Continue selling when out of stock" (or overselling policy)?
When troubleshooting a merchant's checkout issue, you should ask them to disable these to rule out conflicts causing the problem.
What are third-party apps (or Scripts, if Shopify Plus)?
This European payment method system uses account identifiers beginning with prefixes like DE, FR, IT, or NL, and is required for merchants in most EU countries.
What is IBAN (International Bank Account Number)?
This is the maximum number of product variants a single product can have on Shopify (combinations of size, color, etc.).
What is 100 variants? (recently 2048)
When you need real-time collaboration help from specialized experts on technical issues, you can use this Shopify tool to get live assistance from teams like Experts on Demand.
What is Beacon (or Beacon Live Assistance)?
These are the three main shipping rate calculation methods merchants can configure.
What is Flat Rate shipping, Manual, and Real-time Carrier?
This type of Shopify app is hosted on Shopify's servers and appears directly within the Shopify admin interface.
What is an Embedded App?
Only merchants on these two Shopify plan tiers can receive payouts in multiple currencies simultaneously.
What are Plus and Advanced plans?
These are the three main legal types of Shopify accounts merchants can use for different business structures.
What are Sole Proprietor, Company/Corporation, and Partnership?
Before escalating a Plus merchant's payment issue, you should check this location in the Internal Dashboard for any special escalation exemptions or VIP notes.
What is the "Important Notes" section?
When a merchant uses this fulfillment method, a third party handles inventory storage, packing, and shipping, and Shopify can automatically send order details to them.
What is Dropshipping or Third-Party Fulfillment Service?
Merchants on the Plus plan can modify their checkout experience using this feature, though Support Advisors should collaborate with specialized teams for complex issues.
What are Checkout Scripts or checkout.liquid customization (or Checkout Extensibility)?