--- articleType: Reference breadcrumbPath: Getting started > Setting up your shop categories: - Orders - Account Management contextString: Available on all Fourthwall plans. Accessed via the Orders tab in the creator dashboard. labels: - customer-support - support-setup last_updated: '2025-09-16' path: getting-started/setting-up-your-shop/get-started/handle-support-inquiries primaryTopic: handling-support-inquiries relatedModules: - name: samples-order route: /admin/dashboard/contributions/orders/samples/order - name: fulfillments route: /admin/dashboard/contributions/fulfillment/upload - name: thank-yous route: /admin/dashboard/contributions/thankyous/ - name: orders-list route: /admin/dashboard/contributions/orders/ - name: blocked-transactions route: /admin/dashboard/blocked-transactions shortDescription: Fourthwall automatically handles customer support for catalog-fulfilled products including quality issues, refunds, and order changes. tags: - customer-support - support-email - order-fulfillment - self-fulfillment - refund-processing - custom-domain - tiktok-shop - support-policy tasks: - find shop support email address - understand which issues Fourthwall handles - identify when to respond to customers - direct customers to correct support channel - process refunds for self-fulfilled or digital products terms: - customer support - support email - contact us - order status - refunds - replacements - self-fulfilled products - TikTok Shop support - who handles support - quality guarantee - help desk title: Handle support inquiries zendeskArticleId: '41051209891483' --- # Handling Support Inquiries Every Fourthwall shop gets a unique support email address automatically — no setup required. Fourthwall's support team handles most inquiries for catalog-fulfilled products. You are responsible for support on self-fulfilled products, digital products, and orders placed through external platforms like TikTok Shop. ## Your shop's support email Your support email is created when your shop launches. Find it by adding **/pages/contact** to your shop URL (for example, `yourshop.fourthwall.com/pages/contact`). All messages sent to this email route through Fourthwall's support system. - **No configuration needed** — the email is active as soon as your shop is live. - **Custom domain** — if you connect a custom domain, your support email automatically updates to match your domain. The format is `contact@support.yourcustomdomain.com`. See [How do I set up my customer support email?](/getting-started/setting-up-your-shop/get-started/set-up-customer-support-email) for details. ## When Fourthwall handles support Fourthwall responds directly to customer inquiries about products that Fourthwall fulfills from its catalog. This includes: - Questions about product quality, sizing, and order status - Requests to change or cancel an order - Refunds and replacements for quality or manufacturing defects, processed through your shop balance as part of the quality guarantee For these inquiries, you do NOT need to take action. Fourthwall's support team handles the conversation and resolution directly with the customer. ## When you handle support You are responsible for support in these situations: - **Self-fulfilled products** — If you sell and ship products yourself, Fourthwall forwards those inquiries to you. Set up a dedicated support email for your brand (for example, `support@yourbrand.com`) rather than responding from a personal email address. - **Digital products** — Refunds for digital products you sell are processed by you directly through the Orders section of your dashboard. - **TikTok Shop** — Orders placed through TikTok Shop require support responses directly in your TikTok Seller dashboard. For fulfillment-related questions, you can redirect customers to your Fourthwall support email, but initial contact must happen within TikTok's platform. - **Custom support setup** — If you prefer to handle all support personally, you can list your own email on your storefront's contact page. Fourthwall's system is designed to cover fulfillment questions without your involvement, but you can opt for a more hands-on approach. ## Processing refunds - **Catalog-fulfilled products with quality issues** — Direct your customer to your shop's support email (`/pages/contact`). Fourthwall's team handles the refund under the quality guarantee. - **Self-fulfilled or digital products** — Process refunds directly from the [Orders](https://my-shop.fourthwall.com/admin/dashboard/contributions/orders/) section of your Fourthwall dashboard. ## Best practices for smooth support - Keep your contact page visible in your site navigation so customers can find it without searching. - If you sell self-fulfilled products, set up a dedicated support email and respond within 1–2 business days to maintain good customer experience. - For TikTok Shop orders, check your TikTok Seller dashboard regularly and respond to messages in-platform. Complex fulfillment questions can be redirected to your Fourthwall support email for resolution. ## Troubleshooting & Common Issues **Problem:** Not receiving forwarded support inquiries for self-fulfilled products **Solution:** Confirm your contact email in your Fourthwall dashboard settings is current and checked regularly. Forwarded messages go to the email associated with your Fourthwall account by default. **Problem:** Customer says they contacted support but received no response **Solution:** If the product is catalog-fulfilled, Fourthwall's team should have responded. Have the customer check their spam folder for responses from Fourthwall's support system. If the product is self-fulfilled, the inquiry was forwarded to you and requires your direct response.