Support routing

Not every chat that starts as a review stays as one. Sometimes a customer comes to leave a review and opens with “actually my package never arrived.” BetterReviews catches that and flips modes — instead of pushing for a review, it offers to pass the message to your team.

What it looks like

The chat shows a short acknowledgment (specific to what the customer just described) and two buttons: Yes, contact me and No thanks.

When it appears

The support card fires when the customer mentions any of these:

• A defect — “it arrived broken”, “doesn’t work”
• A return or refund request — “want to return”, “want a refund”
• A shipping problem — “arrived damaged”, “wrong item”
• Non-delivery — “haven’t received it”, “still waiting”, “never arrived”

What triggers the support card →

What your customer sees if they accept

If they tap Yes, contact me, a short contact form appears — name and email, pre-filled if we already have them from the order. They submit it, and two things happen at once:

1. You get an email with everything you need to help them.
2. The chat asks if they’d like to finish the review, or just leave it there.

If they tap No thanks, the chat picks up where it left off. No pressure, no repeat ask. If a new issue comes up later in the conversation, the chat may offer help again after a few more turns.

What you receive

An email lands in your inbox with:

• The customer’s contact info
• A link to their order in your Shopify admin
• A link to the product
• A one- or two-sentence summary of the issue
• The full conversation transcript

Hit Reply and your response goes straight to the customer. By default the email goes to your store’s contact address — you can route it to up to three people in Settings → Support.

What you receive when a customer flags an issue →

Why it works this way

The chat never chases. If a customer dismisses the support card once, BetterReviews respects that. If a genuinely new issue surfaces a few turns later, the card may appear again — but we won’t re-ask for the same issue. The goal is to catch real problems without nagging.

Support isn’t a replacement for a review. Even when the chat flips into support mode, the customer can always come back and finish the review. The two aren’t mutually exclusive.