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Support and refund

Where users should go for help, how refunds are handled, and what to expose on the public site.

Support should be visible before a user gets stuck. In ZShip, support is part of the public trust surface and part of the signed-in product flow.

Public support surfaces

  • Header navigation should expose a support entry
  • Footer should expose a contact email from zship.app.json (contactEmail / footer.contactEmail)
  • Docs should explain refunds and help expectations in plain language
  • Legal pages keep the same contact email for trust continuity

Signed-in support surfaces

  • /dashboard/support or /dashboard/tickets for product and account help
  • Dashboard orders for purchase history and refund requests
  • Dashboard subscription for plan status before contacting support

Refund guidance

Refund handling should be predictable:

  • explain when users should request refunds
  • point them to the correct ticket flow
  • keep plan and order information easy to inspect before they contact you

What to customize before launch

  • contactEmail in apps/web-sveltekit/zship.app.json
  • support copy in pricing, docs, and dashboard pages
  • internal process for ticket response times and refund review
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