What you receive when a customer flags an issue

Last updated: May 13, 2026

When a customer accepts the support offer and submits their contact info, an email lands in your inbox. This page covers what’s in it, how to respond, and how to route it to the right people.

The email

From: reviews@betterreviews.app Reply-To: the customer’s email Subject: [Support] Support request — {product name}

When you hit Reply, your response goes straight to the customer. You’re not replying to us.

What’s in the body

  • Customer — name and email
  • Order — the order name (e.g. #1042), linked to your Shopify admin order page
  • Product — the product title, linked to your Shopify admin product page
  • Received at — when the customer submitted their contact info
  • Issue summary — a short, AI-generated description of what went wrong, based on what they told the chat
  • Conversation — the full transcript between the chat and the customer (capped at the last 20 messages or ~10KB; longer conversations get a “…earlier messages truncated” note)

Everything the customer described is there. You shouldn’t need to ask them to repeat anything unless there’s genuinely more detail you need.

Where the email goes by default

By default, the email is sent to your store’s contact email address (the one Shopify has on file for your account).

Routing to your team

Most stores have more than one person who needs to see support emails — the founder, a customer success lead, maybe a VA. You can route the email to up to five addresses.

  1. Open BetterReviews in your Shopify admin
  2. Go to Settings → Notifications
  3. Click Add recipient and enter each address (cap is 5)
  4. For each recipient, check the Customer support checkbox so they receive these forwards (you can also check Reviews if you want them on the per-review moderation list too)
  5. Each recipient receives a one-time verification email and clicks the link to confirm

Screenshot of the Settings → Notifications page — manual capture, drop in here.

The first recipient (oldest by added-on date) goes on the To: line; the rest go on Cc:. Everyone gets the same email, and all of them can reply to the customer directly since Reply-To is set.

If you don’t configure anything, the store contact address continues to receive everything.

If you previously configured addresses under the legacy Settings → Support panel, BetterReviews carried them forward into the Notifications tab automatically — they show with an Imported badge so you can tell at a glance.

Is there a dashboard?

Not yet. All support activity flows through email today — your inbox is the source of truth. If that changes, this page will get updated.

What if the email doesn’t arrive?

A couple of things to check:

  • Is the sender (reviews@betterreviews.app) marked as spam or filtered in your inbox rules? (We unified to this address in May 2026; if you previously created inbox rules for noreply@send.betterreviews.app, those won’t catch the new emails — update or remove them.)
  • Is the configured address correct? Typos at setup time are the most common cause.
  • Are the alternate addresses (Cc) actually receiving? Each gets a copy independently — if one person didn’t get it, check their spam first.

We alert the team internally if an email can’t be delivered after a few retries, but we’d rather catch it on your end too. If you see a customer submit a support request in the chat and nobody on your team receives the email, email us at support@betterreviews.app.