Support
Something not
looking right?
Talk to a person who knows your setup. We're a small Australian team and we answer our own support email — no ticket queues, no call centre.
Email us
We reply to every email within two business days, Australian Eastern Time.
Something urgent?
Email us with “urgent” in the subject
If syncing has stopped or it's costing you sales, that jumps the queue and we look at it first.
Already onboarded? Including your Shopify store address helps us find your shop straight away — especially if you run more than one.
What to tell us
You don't need to diagnose anything — that's our job. But if you can include these, we can usually find the problem without going back and forth:
- Your Shopify store address — the
.myshopify.comone. If you use more than one ShopFront outlet, tell us which. - Which product or order it's about. The product name is fine.
- Roughly when you first noticed it. “Some time on Tuesday morning” is genuinely useful.
- What you expected, and what you saw instead. For example: “the shelf says 4 but the website still says 9”.
- Whether it's stopping you selling, or is more of an annoyance. It helps us decide what to look at first.
- A screenshot of what you're seeing, if you can. It's worth a lot.
Common questions
A few things people ask us often. If yours isn't here, just email.
My stock numbers don't match. What now?
Email us the product name and what each side is showing, and we'll take a look and come back to you.
Do my customer details sync?
Not yet. Today we keep your products, prices, stock, and orders in step. Customer and account details are on our list, and we'll let you know when that arrives.
Where do I see what I'm being charged?
Your charges appear on your regular Shopify invoice, and your current billing cycle is shown on the TrolleyRelay billing page inside your Shopify admin. If a charge doesn't look right, email us and we'll walk through it with you.
Can I stop using it?
Yes — there's no lock-in and no minimum term. If you're thinking about stopping, email us and we'll talk you through exactly what happens.
Still stuck?
Send us whatever you've got, even if it's just “something looks wrong”. We'd rather hear early.