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.
Support expectations
↑ Back to topMarketplace 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.
Response times
Timely responses are critical. If you are unavailable or expect delays, communicate this clearly with the WooCommerce team and arrange to redirect support requests appropriately.
Support ratings
Customers rate their support experience 7 days after submitting a ticket. Maintaining good support ratings is crucial for continued marketplace participation.
Live chat
Marketplace Vendors provide support exclusively via email. WooCommerce handles live chat queries and redirects product-specific requests to vendor email support.
How does support work
↑ Back to topTicket routing
↑ Back to topCustomers 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.
Specifying your support email address
↑ Back to topSpecify 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.
Getting set up to reply to tickets
- Autoresponders: Automatically inform customers you’ve received their request, including links to your privacy and data usage policies. Avoid promotional or affiliate links.
- Disable platform feedback requests: Customers already receive feedback requests from Woo Marketplace.
Security and handling login credentials
If you need to access a merchant’s store in order to successfully help them further, please follow these guidelines.
- Only resort to asking for login credentials once you’ve exhausted all other options. This includes asking for screenshots and reproducing the problem on your own test sites.
- When asking for login credentials,
- Point out that under GDPR regulation, they need to include in their terms & conditions that they might give access to third-party support services.
- Always ask to have a temporary admin account set up. At the end of the support interaction, ask the merchant to remove the support account. We have a tutorial on how to do this here. (You will need to tweak the instructions as you do not have access to
woologin@woocommerce.com.) - If they share their own details before you’ve been able to give instructions, always point out that they ideally don’t do this and that you strongly advice to reset the password.
- Never ask for passwords in plain text. Use a service like Quickforget.com that has a unique link that expires in order to share passwords.
- Never perform active troubleshooting on a live site. We have tutorials here for how the merchant can use Health Check to do this troubleshooting themselves or how they can create a staging site.
Collaboration, refunds and escalations
To collaborate with other vendors, CC relevant parties. Contact information for other vendors is available through the WooCommerce team.
Refunds, coupons, and escalations are managed by WooCommerce. Forward relevant tickets by CCing the private email from the Marketplace Developer P2.
Marketplace support tools
↑ Back to topActive subscription checks
↑ Back to topSubscription details are included in customer support emails. Additional checks can be done through the Vendor Dashboard, in Settings > Tools.
Reviews and ratings
↑ Back to topVendors 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.
Feature requests
↑ Back to topCustomers 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.
