Support from Eturns
How to reach the Eturns team, our business hours, and when you can expect a reply on your plan.
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Email us
Support from Eturns is by email, and a person on the Eturns team answers. In the app, choose Get help at the bottom of Today or Policies, pick a topic and write your message. Or email contact@eturns.app directly.
Topics in the app:
- Setting up
- Plan and billing
- A decision Eturns made
- Shopify or a connected app
- Something else
Order or case numbers help us find things quickly. Please don’t include customer card details.
Hours
We work Monday to Friday, 09:00–18:00 Singapore time (UTC+8). Reply targets count only these hours.
Reply targets by plan
| Plan | Support from Eturns |
|---|---|
| Free | Help center + email, no set reply time |
| Starter | Reply within 3 business days |
| Growth | Reply within 2 business days |
| Scale | Reply within 1 business day |
| Brand | Reply within 4 business hours |
These are targets, not a service-level agreement; there are no service credits. Live chat and a written SLA come later. Coming soon
These are Eturns’ targets for replying to you. The targets Eturns tracks for your customers’ tickets are different — see Tickets.
Security or grievance reports
To report a security problem, email contact@eturns.app with what you found and how to reproduce it. Merchants and shoppers in India can reach our Grievance Officer through the India grievance page. Other ways to reach us are on Contact.
Still stuck? Email contact@eturns.app.