How to get help with Process Wholesale
To get help with Process Wholesale, open the Support page in the app. From there you can send a message to the support team, book an onboarding call, or open the help center. The support chat is also available from every page of the app, and new stores can ask the team to set the app up for them from the Dashboard. Support is available on every plan.
At a glance
- Plan: All plans
- Where: Process Wholesale > Support, and the chat beacon on every app page
- Channels: Message the team (chat), onboarding call, help center, FAQ and video tutorials on the Support page, and Ada where it is offered
- Response time: The app says "We usually respond in a few hours."
Steps to contact Process Wholesale support#
- In Shopify admin, open the Process Wholesale app.
- Select Support in the app menu.
- Choose a channel:
- Send message in the Send a message card opens the support chat. Type your question and send it.
- Schedule call in the Need help with setup? card opens a booking page for an onboarding call with the team.
- Go to help center in the Help center card opens the online help center.
Every Process Wholesale support channel#
| Channel | Where to find it | What it is for |
|---|---|---|
| Support chat | Support > Send message, or the chat beacon on any page of the app | Questions and problems. The app says: "Having trouble or have a specific question? Send us a message. We usually respond in a few hours." |
| Onboarding call | Support > Schedule call, or Schedule call on the Dashboard welcome card | A call with a team member to set the app up for your needs |
| Setup done for you | Set it up for me on the Dashboard card Get your wholesale setup done for you | Opens the support chat with the message "Hi, I just installed Process Wholesale and would like help setting everything up for my store." |
| Help center | Support > Go to help center | Step-by-step guides on every part of the app |
| FAQ | Frequently asked questions on the Support page | Short answers to common questions |
| Video tutorials | Other Tutorials on the Support page | Videos on price lists, case packs, net payment terms, checkout rules and locking content |
| Ada setup assistant | The Ada card on the Dashboard and the Ada chat widget | Guided setup, where it is offered. See Ada, the setup assistant in Process Wholesale. |
The Dashboard welcome card appears when the Ada card is not shown. You can close it for the rest of your browser session.
What to have ready when you contact support#
Support can answer faster when your first message includes:
- Your store URL, for example
your-store.myshopify.com. The support chat already sends your store domain with your message. - The customer involved, by email address, and the customer's tags, for example
B2Bandgold. - The discount tag of the discount that is not working, and the product or collection it should apply to.
- Your theme name, and whether it is an Online Store 2.0 theme.
- Your customer account type: new customer accounts or legacy customer accounts. Shopify admin labels these Customer accounts and Legacy, and shows which one your store uses in its settings.
- Your plan, shown on Shopify's plan page under Plan.
- What you expected and what happened, with a screenshot of the product page, cart or checkout.
Check these first#
Many questions are answered by checking a few things before you write in:
- For a discount that does not show in the store, confirm that the theme blocks are added, and that you are logged in as an approved wholesale customer who has the discount tag. See Wholesale discount not applying at checkout.
- For a signup form problem, confirm that you use the signup form that matches your customer account type. See Wholesale signup form not working.
- For a feature that is locked, check Feature availability by plan.
Troubleshooting#
| Symptom | Likely cause | Fix |
|---|---|---|
| The Dashboard does not show Set it up for me | The Ada card is shown instead, or you closed the welcome card in this browser session | Use Support > Send message and ask for setup help, or use the Ada card. |
| The Dashboard opens the plan page before you can reach the welcome card | No plan is selected yet | Choose any plan to open the app normally. See Process Wholesale plans and what each plan includes. |
Frequently asked questions#
How do I contact Process Wholesale support?#
Open Support in the Process Wholesale app and select Send message to chat with the team, or use the chat beacon on any app page.
Can the Process Wholesale team set the app up for me?#
Yes. Select Set it up for me on the Dashboard welcome card, or Schedule call on the Support page to book an onboarding call.
How fast does Process Wholesale support respond?#
The app says "We usually respond in a few hours." to messages sent from the Support page.
Is support included on every plan?#
Yes. The Support page, the chat and the onboarding call are available on every plan.