Support

Support is one email address, answered by the people who wrote the code. Write to hello@sortedcommerce.com and we reply within two working days. There is no phone line, no chat window and no portal to log into.

What support covers

• Installation questions. Where to paste a file, what to name it, why a section is not showing, how to add a page template, how to switch a preset, how to publish safely.
• Bugs in our code. Something does not do what its documentation says it does. We fix it and publish an update.
• Compatibility with Online Store 2.0 themes as documented. If a Sorted section will not install or will not run on such a theme, that is on us.
• Understanding what you bought. Licences, updates, what a preset changes, which pack a section is in. Ask before you buy as well as after.
• Update problems. A download link that will not open, a version that will not paste, settings that did not survive an update.

What support does not cover

• Custom development. Changing what a section does, adding a feature, restyling a theme beyond its settings, integrating with another system. This is real work and we quote for it.
• App conflicts beyond the ones we document. We will look once and tell you what we find, and we will document the conflict for everyone. Rewriting our file to work around your app stack is custom development.
• Design changes. Choosing your colours, writing your copy, reworking a layout to a mockup.
• Migrating your content. Moving products, images, posts, metafields or customers from an old theme, store or platform.
• Your Shopify account. Billing, plans, domains, payment providers, shipping rates and taxes. Shopify support handles those and is very good at it.
• Vintage themes. Themes without a sections folder cannot add sections from the theme editor. That is a limit of the theme, not a fault in ours.
• Code you changed. Paste the original back and tell us whether the fault is still there.

Bug, installation help, or custom development

A bug is our file not doing what its documentation says. That is free, and we fix it. Installation help is our file working but not yet on your store or not yet set up. That is free too. Custom development is asking our file to do something it never claimed to do. That is quoted and paid.

If you ask for the third, we will say so plainly and quote you rather than quietly doing half of it. Small changes are often quoted at a very small number, and sometimes we simply do them because they belong in the product anyway.

How to report a bug

One email with all of this gets it fixed fastest.

1. Theme name and version, for example Sorted Drop 1.0.0, or the name and version of the theme you are running our section on.
2. Section file name and its version, from the comment at the top of the file.
3. Your store address, and a theme preview link if the fault is on an unpublished theme. A preview link is the single most useful thing you can send.
4. What you expected, and what happened.
5. Numbered steps to repeat it.
6. A screenshot or a short screen recording, and the browser console if you can open it.
7. Device and browser.
8. Any app that touches the cart, the product page or the styling.

If a bug is stopping a live store from working, put the word urgent in the subject line and say the store is live. Those go to the front of the queue.

How long support lasts

Support runs alongside your update window, which is twelve months from purchase. After that we still answer licence, download and account questions, and we still fix a genuine bug in a supported version. We do not publish new fixes for versions older than that.

Read the full licence and the refund policy, or start with the documentation.