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Handle support inquiries

Updated October 22, 2026

How support emails work, when Fourthwall steps in, and when you respond directly

When you launch your shop, you don't need to set up a separate customer support system. Fourthwall automatically creates a support email for you, making it easy for your customers to reach out with questions about sizing, quality, order status, or other issues. This guide explains how support inquiries are handled, when Fourthwall takes care of them, and when you may need to take care of them yourself.

Your shop's support email​

Every shop gets its own unique support email. Customers reach it through the contact form on your Contact page (your shop URL followed by /contact), where they choose whether their question is about an order they placed or something else. All inquiries sent to this email are routed through Fourthwall's support team.

If you're a customer with a question about an order, contact the shop you bought from at <shop-domain>/contact. See How to contact Fourthwall support.

  • Automatic setup: No configuration required—your support email is ready to go as soon as your shop launches.
  • Custom domain: If you connect a custom domain and add MX records on its support. subdomain, your support email matches your domain (for example, contact@support.yourcustomdomain.com). If your DNS provider can't add MX records on a subdomain, support emails are sent from a Fourthwall address instead. See How do I set up my customer support email?

When Fourthwall handles support​

Fourthwall responds directly to inquiries that relate to products we fulfill, including:

  • Questions about product quality, sizing, and order status
  • Requests for order changes or cancellations
  • Refund and replacement requests for quality or manufacturing defects, reviewed under the quality guarantee
note

These cancellation, refund, exchange, and return rules describe Fourthwall’s standard policy. They do not limit any statutory withdrawal or cancellation rights that may apply to eligible EU/UK/EEA customers. Where available, eligible customers can use the withdrawal option on their Order Status page (“View or manage your order”).

This means you won't need to handle most customer inquiries on a daily basis.

When you'll need to respond​

There are some situations where you'll handle the support:

  • Self-fulfilled products: If you sell items you fulfill yourself, Fourthwall will forward these inquiries to the address in the Customer support email address field in Settings > General under Shop details. In that case, you can reply directly from your own support email (we recommend setting up a dedicated one instead of using a personal email).
  • External platforms: If you sell through channels like TikTok, you'll need to respond to messages directly in your TikTok Seller dashboard. For order-related questions, you can point customers to your shop's contact form (/contact).
  • Custom support setup: If you prefer to provide more personal support, you can list your own support email on your storefront, though Fourthwall's system is designed to cover fulfillment-related questions efficiently.

Refunds and order issues​

If the issue is a quality or manufacturing error in a product from the Fourthwall catalog, please have your customer reach out through your shop's contact form (/contact). Our support team reviews the claim and, if it qualifies under our quality guarantee, resolves it with a replacement or refund.

If the product is one you ship/fulfill or provide, or a digital product, you can refund it directly via your dashboard.

Refunds are processed through the Orders section of your Fourthwall dashboard.

Best practices for smooth support​

  • Keep your contact page visible so customers know where to reach you.
  • If you fulfill your own items, set up a dedicated support email (e.g., support@yourbrand.com).
  • When using external sales channels, reply in-platform but point complex or fulfillment-related requests to your shop's contact form.
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