What you receive when a customer flags an issue

Last updated: April 15, 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: noreply@send.betterreviews.app Reply-To: the customer’s email Subject: [BetterReviews] 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 up to three people

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 three addresses.

  1. Open BetterReviews in your Shopify admin
  2. Go to Settings → Support
  3. Enter the primary recipient, plus up to two additional addresses
  4. Save

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

The primary address goes on the To: line. The other two go on Cc:. Everyone gets the same email, and all three can reply to the customer directly since Reply-To is set.

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

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 (noreply@send.betterreviews.app) marked as spam or filtered in your inbox rules?
  • 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.