Support Guidelines for Woo Marketplace

By participating in the Woo Marketplace, you’re not just selling a product—you’re offering a complete customer experience. Providing timely, high-quality support is a core part of that experience and a key factor in building long-term trust with your customers.

Adhering to the support expectations outlined in this guide is a requirement under the Marketplace Vendor Agreement. Failure to meet these expectations may result in temporary or permanent removal of your products from the marketplace.

That said, great support isn’t just a requirement—it’s a growth opportunity. Vendors who provide excellent support see stronger reviews, higher customer retention, and more successful products overall.

Providing excellent support boosts customer loyalty, increases positive reviews, encourages repeat purchases, and strengthens your reputation in the WooCommerce marketplace, ultimately contributing to your long-term growth and profitability.

Marketplace Developers handle support for products sold through WooCommerce.com. Following these guidelines ensures customer satisfaction, builds trust, and helps maintain your success as a vendor.

Below are some things that work well for us in WooSupport.

• Quick Responses: Prompt replies significantly improve satisfaction.
• Correct Replies: Ensure accuracy by double-checking and verifying issues independently.
• Courteous Interaction: Always communicate professionally and empathetically. Connect personally — customers prefer human interactions.

Resolve issues efficiently, minimizing customer effort.

• Tone: Ensure your message is warm, empathetic, and professional.
• Validate: Restate the customer’s issue clearly, demonstrating understanding. Acknowledge their feelings.
• Answer: Provide clear, straightforward solutions. Include relevant documentation, screenshots, and step-by-step instructions directly in your responses.
• Direct: Clearly outline the next steps or confirm when no further actions are required to help customers move forward confidently.

Example:

Tone: “Hi Sarah! I’m sorry you’re experiencing this issue—I understand how frustrating it can be.”

Validate: “It sounds like you’re unable to complete checkout because the page keeps freezing.”

Answer: “This typically happens due to browser cache or plugin conflicts. Could you please clear your browser cache and try again? Here’s a step-by-step guide: [link]. If that doesn’t help, we can look into a possible plugin conflict next.”

Direct: “Please let me know if this resolves the issue, or if you need further assistance!”

Marketplace Vendors are responsible for customer support aligned with the WooCommerce Support Policy, including:

• Prompt responses to customer emails.
• Handling customer reviews and ratings promptly.
• Managing feature requests posted on product pages.

The WooCommerce team supports vendors by managing account issues, refunds, coupons, escalations, and live chat queries.

Customers submit tickets through the Get support form and are automatically routed to your designated vendor email. Each support email includes the product name, subscription dates, system status report, and the customer’s message.

Specify the email address to which support tickets should be routed in your Vendor Dashboard at WooCommerce.com > WP Admin > Store Settings.

Tickets submitted for your extension will be routed to the email address you set here. The WooCommerce team will also use this address to copy you on tickets.

Note that the contact email field is different. That address is used for order notifications.

Subscription details are included in customer support emails. Additional checks can be done through the Vendor Dashboard, in Settings > Tools.

Vendors are expected to monitor and respond to these reviews as part of their customer support responsibilities. Addressing concerns promptly not only improves customer satisfaction but also demonstrates your commitment to quality service.

Keep in mind: customers are significantly more likely to leave a positive review following a helpful and timely support experience. Engaging positively with customer feedback—both praise and criticism—can strengthen your product reputation and foster long-term trust.

Reviews and ratings for your products are managed via the Vendor Dashboard.

Customers can post feature requests directly on your product page. These requests are publicly visible and provide valuable insight into what users want from your product.

Vendors are expected to regularly monitor and respond to these requests, just like any other support channel. Timely, thoughtful engagement with feature requests demonstrates that you value user input and are actively working to improve your product.

Feature requests are a powerful tool for understanding how customers use your product, identifying common pain points, and shaping your product roadmap. By participating in these conversations, you can build trust and stay aligned with your customers’ evolving needs.

Feature requests for your products are managed via the Vendor Dashboard.