Customer Support Page for Your Online Store

The Customer Support page provides customers with a convenient way to contact your store for order-related inquiries and general assistance. Retailers can customize the page content and provide quick access to important legal policies, helping deliver a better customer experience.

This KB explains how to configure the Customer Support page, manage its content, and display legal policy links on your online store.

1. Reaching the Customer Support Page

Retailers can configure the Customer Support page from the Store Admin portal. The setup process varies depending on whether multi-brand is disabled or enabled in Control Center.

1.1 For Standalone Online Store

When multi-brand is disabled in Control Center, a single Customer Support page is configured for the online store.

Follow the below steps to set up the Customer Support Page:

Step 1: Log into Store Admin
Step 2: Click Settings -> General
Step 3: Click the Customer Support Page

Figure 1.1.1 - Customer Support Settings (Standalone)

1.2 For Multiple Online Brand Stores

When multi-brand is enabled, the Customer Support page can be configured:

Globally, applying the same content to all online brand stores.
Brand-wise, allowing each online brand to maintain its own Customer Support page by disabling the Inherit from Global option.

Store-Level Customer Support Page

Follow the below steps to set up the customer support page for the store individually:

Step 1: Log into Store Admin
Step 2: Click Online Brand Stores
Step 3: Click Settings icon for Online Brand Store
Step 4: When you redirect to inside the specific store, click Store Settings -> Customer Support Page

Figure 1.2.1 - Customer Support Settings (Multi-Brand)

2. Manage Customer Support Page Content

Enter the content you want to display on the Customer Support page using the rich text editor. You can format the content with headings, bold, italics, bullet points, links, and other supported formatting options.

You can provide quick access to legal policies by selecting the required policy checkboxes. Available policy links include:

Selected policies are displayed as clickable links on the Customer Support page.

Note: Ensure the selected policies are configured and published under the "Legal" module before enabling them. You can also navigate directly to a policy by clicking its link from the Store Admin page.

Figure 2.1.1 - Customer Support Settings

Multi-Brand Support

When multi-brand is enabled, Customer Support content and policy links can be managed either globally or separately for each online brand.

Inherit From Global enabled – Uses the global Customer Support configuration.
Inherit From Global disabled – Allows individual Customer Support content and policy links to be configured for the selected online brand.

Figure 2.1.2 - Online Store - Customer Support Page

3. Online Store - Customer Support Page

Customers can access the Customer Support page from:

Customer Support in the website navigation menu.
Customer Support in the mobile app (PWA) navigation menu.
The Footer Menu of online store (website), based on the configured footer sections and menu layout.

Figure 3.1 Online Store - Customer Support Menu

The page displays the configured support content, selected legal policy links, and a Contact Us form that customers can use to submit inquiries directly to the store.

Figure 3.2 - Online Store - Customer Support Page

The Customer Service Email and Customer Service Phone Number displayed on the Customer Support page are automatically retrieved from Control Center → Point of Sale → FTx Commerce → Edit Default Brand (Business Details).

Note: The availability of the Customer Support Form depends on the configuration under Settings → Global Settings → Other Settings.

Refer to the Customer Support Form KB to learn who can access the form and submit customer support requests.