How to Use the Support & Help Centre

The Support & Help Centre is designed to give merchants clear, friendly guidance whenever they need it. Whether you’re troubleshooting a layout issue, trying to understand a performance warning, or simply learning how a feature works, this page acts as your central hub. Everything is written in plain English, with real examples and practical steps you can follow without needing a developer.

Many merchants feel overwhelmed when something goes wrong with their store. A button stops working, a layout shifts unexpectedly, or a product page loads slowly — and suddenly it feels like everything is falling apart. The Support & Help Centre is here to remove that stress. Instead of digging through complicated documentation or guessing what might be wrong, you can follow clear, step‑by‑step explanations that help you understand the issue and fix it confidently.

This page also helps you learn how your store works behind the scenes. When you understand the basics — like how components behave, how layouts are structured, or how performance is measured — you gain more control over your store. You can make better decisions, avoid common mistakes, and keep your site running smoothly.

The Support & Help Centre is also designed to grow with your store. As new features are added or new best practices emerge, this page will evolve to include updated guidance. You’ll always have a reliable place to check when you’re unsure about something.

Ultimately, this page exists to help you feel confident. Running an online store is challenging, but with the right support, you can handle anything that comes your way.

Technical Explanation

The Support & Help Centre acts as a structured knowledge base. It provides merchants with clear documentation, troubleshooting workflows, and explanations of system behaviour. Each section is designed to address a specific category of issues, such as performance, accessibility, layout consistency, or component behaviour.

The content is organised using semantic HTML to ensure accessibility and predictable navigation. Each topic follows a consistent structure: problem description, likely causes, recommended steps, and technical notes. This format helps merchants diagnose issues efficiently and reduces support overhead.

Common Ecommerce Issues and How to Fix Them

Every ecommerce store runs into issues from time to time. The key is knowing how to identify the problem quickly and fix it without causing new issues. This section covers the most common problems merchants face — layout shifts, slow pages, broken buttons, missing images, and inconsistent spacing — and explains how to resolve them in a calm, structured way.

Layout shifts often happen when images don’t have fixed dimensions or when components load at different speeds. Slow pages usually come from oversized images, unnecessary scripts, or unoptimised assets. Broken buttons are often caused by missing attributes or conflicting scripts. Missing images can be caused by incorrect file paths or caching issues.

Each issue is explained in simple terms, with clear steps you can follow. You don’t need to be a developer — you just need to understand what the problem is and how to approach it. The goal is to help you fix issues quickly and confidently, without breaking anything else.

Technical Explanation

Common ecommerce issues typically fall into a few categories: layout instability, performance bottlenecks, asset delivery failures, and JavaScript conflicts. Layout shifts are often caused by missing intrinsic dimensions or asynchronous content injection. Performance issues may stem from render‑blocking resources, unoptimised images, or excessive main‑thread work.

Troubleshooting involves inspecting the DOM, checking network requests, validating asset paths, and reviewing console logs. A structured debugging workflow helps isolate the root cause and prevents cascading failures.

Understanding Your Store’s Technical Health

Your store’s technical health affects everything — speed, stability, SEO, accessibility, and customer trust. When your store is technically healthy, it loads quickly, feels smooth, and behaves predictably. When it’s not, customers notice immediately.

This section explains how to understand the technical health of your store in simple terms. You’ll learn what Core Web Vitals mean, why layout stability matters, how caching works, and how to spot early signs of performance issues. You’ll also learn how to check for broken links, missing alt text, and inconsistent components.

The goal is to help you feel confident reading performance reports and understanding what they mean. You don’t need to be a developer — you just need to know what to look for and how to interpret the results.

Technical Explanation

Technical health is measured using performance metrics, accessibility audits, and structural validation. Core Web Vitals — LCP, CLS, and INP — provide insight into loading performance, layout stability, and input responsiveness. Additional diagnostics include network waterfall analysis, asset caching behaviour, and DOM complexity.

Tools like Lighthouse, WebPageTest, and browser DevTools help identify bottlenecks and structural issues. A healthy store maintains predictable rendering, efficient asset delivery, and minimal JavaScript execution.

Merchant Tools, Resources, and Self‑Help Guides

This section provides merchants with practical tools and resources they can use to maintain their store. These include checklists, troubleshooting guides, performance tips, accessibility reminders, and explanations of common ecommerce patterns.

The goal is to empower merchants to solve problems independently. Instead of waiting for support or guessing what might be wrong, you can follow clear, friendly guides that walk you through each step.

Technical Explanation

Merchant resources are structured as modular documentation. Each guide follows a consistent pattern: context, symptoms, root causes, and recommended actions. This ensures predictable navigation and reduces cognitive load.

When to Contact Support and What to Expect

Sometimes you need help from a real person. This section explains when it’s time to contact support, what information to provide, and what you can expect during the process. The goal is to make support feel simple, predictable, and stress‑free.

You’ll learn how to describe issues clearly, how to gather useful information, and how to avoid delays. You’ll also learn what support teams typically check first, so you can prepare ahead of time.

Technical Explanation

Support workflows rely on structured issue reporting. Key details include reproduction steps, device and browser information, network conditions, and recent changes. Providing this information upfront reduces resolution time and helps support teams diagnose issues efficiently.