Partner Program
Who supports partner-onboarded merchants?
Summary
For merchants onboarded by an Implementation Partner, the partner is usually the first point of contact for setup, implementation, training, and routine support. ShopIQ Support may also help depending on the issue, merchant plan, support process, and partner workflow.
Who this is for: Merchants who joined ShopIQ through a partner and want to understand whom to contact for help.
Who supports partner-onboarded merchants?
For partner-onboarded merchants, the Implementation Partner is usually the first point of contact. The partner helps the merchant understand the setup, store workflows, implementation scope, and launch process. This is because the partner knows the client's project, agreed scope, website setup, integrations, domain status, catalog work, and launch plan.
What issues should I ask my partner about?
- Store setup and website edits
- Catalog upload and product content
- Banners, images, and domain connection
- Payment gateway and logistics setup coordination
- WhatsApp setup and policy page setup
- Checkout testing and store launch
- Training and implementation scope questions
- Ongoing service work if agreed
What are ShopIQ support channels?
Direct signup merchants can access support through chat support, email support, and a ticket system. Support availability may depend on the active plan. For partner-onboarded merchants, the partner usually remains the first point of contact.
What are ShopIQ support hours?
ShopIQ support hours are working days, Monday to Friday, 10 AM to 8 PM IST. Plan-specific support may include Starter: 24/7 chat support; Growth: 24/7 priority support; Pro: dedicated support via WhatsApp and phone, plus priority or dedicated support.
Does the partner replace ShopIQ Support?
No. The partner does not replace ShopIQ as a platform provider. The partner supports implementation and client success, while ShopIQ provides the platform and support processes. For many issues, the partner and ShopIQ may work together.
Who handles third-party provider issues?
Third-party provider issues may need to be handled with the provider directly — for example, payment gateway KYC or settlement issues, logistics pickup or delivery issues, WhatsApp provider template approvals, domain provider DNS issues, ad platform billing issues, and marketplace seller account issues. The partner may guide the merchant, but provider approvals, fees, and performance are controlled by the third-party provider.
Who handles business operations?
The merchant handles business operations including products, pricing, inventory, fulfillment, returns, refunds, taxes, compliance, customer service, product quality, and policies. The partner may help configure workflows, but the merchant remains responsible for business execution.
Before starting, merchants should confirm what support is included, what is paid separately, response timelines, post-launch support, and escalation process.