Shopify customer support, done for you
Branva runs customer support for Shopify brands inside the helpdesk you already use. Refunds, returns, order edits and where's-my-order are handled every day, every reply sounds like you, and a person approves each one before it sends.
What we handle
Ticket replies in your voice
Every incoming ticket is drafted from your Brand Brain — your voice, policies and product details — reviewed by our team, and sent.
Returns, refunds and exchanges
Your refund policy applied the same way every time, restocks coordinated, return labels sent. Edge cases come to you for a decision.
Orders and shipping
Where's-my-order, address corrections before dispatch, lost packages and carrier or 3PL follow-ups.
Order edits and cancellations
Address changes, item swaps and expedite requests handled. Fraud-flagged orders reviewed and verified or refunded per your rules.
Review replies
Every product review answered — thanks for the good ones, a fix for the bad ones — and tied to the support ticket if the same customer also emailed.
A weekly support report
Ticket volume, the top reasons customers wrote in, product-quality signals and return-rate movement — the patterns worth acting on.
How the replies are written
The first thing we build is a Brand Brain: your voice, products, policies and SOPs in one place. Our Chrome extension sits inside the helpdesk, pulls the relevant parts of the Brain for each ticket and drafts a reply in about five seconds.
If the Brain doesn't cover the question, the draft is flagged for a person instead of guessed at. Nothing reaches a customer until someone has approved it.
How it starts
STEP 1
Week 1 — voice and rules
We capture your brand voice, refund policy, escalation rules and your top 50 recurring ticket types, and store them in the Brand Brain.
STEP 2
Week 2 — shadow week
Every reply is drafted and reviewed, and you approve before anything ships while we calibrate voice and thresholds.
STEP 3
Then — live support
We draft and send, review the week with you, and flag escalations the same day. Most founders spend about 30 minutes a week on support instead of 15 hours.
What it changed for a Shopify pet wellness brand
−72.5%
support cost, from $10K to $2,750 a month
10 min
first response time
4.66 / 5
customer satisfaction
Support that makes your marketing better
Every ticket is tagged by reason, and the patterns go straight into the marketing. The same sizing question coming in every week becomes a product-page fix; a spike in where's-my-order after a promo becomes a better shipping email.
A VA closes tickets. Branva uses them — because the same team that reads your support queue can also edit the Klaviyo flow and update the product page.
Helpdesks we work in
Gorgias, Zendesk, Shopify Inbox, Front and Help Scout. If you don't have a helpdesk yet, we set one up. Everything stays in your accounts and in your name.
Common questions
What does outsourced Shopify customer support include?
Ticket replies, returns and refunds, order edits and cancellations, shipping and where's-my-order issues, review replies, same-day escalations and a weekly report on why customers are writing in.
Which helpdesks do you work in?
Gorgias, Zendesk, Shopify Inbox, Front and Help Scout. If you're on something else we can usually work in it, and if you have no helpdesk yet we'll set one up.
Will the replies sound like our brand?
Yes. Replies are drafted from your Brand Brain — your voice guide, policies and product details — and a person approves every reply before it sends.
Is it AI or people?
Both. AI drafts the replies and people review and approve them. Anything the Brand Brain doesn't cover is flagged for a person instead of guessed at.
How much does Shopify customer support cost?
It's priced on ticket volume and the store operations you add. Below 100 tickets a week is one tier, 100–500 another, and 500+ is scoped. As a rough guide it lands at 30–50% of an equivalent in-house or offshore team, month to month.
How quickly can you start?
You're live in 14 days: a week to capture your voice and rules, a shadow week where you approve everything, then live support.
How is this different from hiring a VA or an offshore team?
A VA closes tickets; we also use them. Patterns from your support queue turn into product-page, FAQ and Klaviyo fixes, so the same questions stop coming in. An offshore team also scales cost with every extra ticket, where the drafting layer here doesn't.
Tell us what's on your plate.
Show us what your team handles today and what keeps getting delayed. We'll tell you what we'd take on, what should stay with you, and what a starting scope looks like.