# Contact Support

Need help with Draft Order Magic? Our support team is here to assist you.

## Email support

**Primary support email:** <help@responsivemedia.com.au>

**Response time:** Within 24 hours (business days)

## What to include in your message

To help us assist you quickly, please include:

### Required information

* **Store URL**: yourstore.myshopify.com
* **Issue description**: Clear explanation of the problem
* **What you were doing**: Step-by-step what led to the issue

### Helpful details

* Draft order number (if applicable)
* Screenshots showing the issue
* Error messages (exact text)
* Browser and version
* When the issue started
* What you've already tried

## Business hours

**Support availability:**

* Monday - Friday
* 9:00 AM - 5:00 PM AEST (Australian Eastern Standard Time)
* Closed weekends and Australian public holidays

{% hint style="info" %}
We're based in Australia. AEST is UTC+10. Please allow for time zone differences when expecting responses.
{% endhint %}

## Response expectations

**First response:** Within 24 business hours **Complex issues:** May require additional time to investigate **Critical bugs:** Prioritized for faster response

## Types of support

### Technical support

* App not working correctly
* Features not behaving as expected
* Integration issues
* Bugs and errors

### Setup assistance

* Help configuring features
* Guidance on best practices
* Workflow optimization
* Feature recommendations

### Billing support

* Subscription questions
* Billing inquiries
* Refund requests
* Plan changes

### Feature requests

* New feature ideas
* Enhancement suggestions
* Workflow improvements

## Before contacting us

Save time by trying these first:

1. **Search this help center** - Most questions are answered in our documentation
2. **Check troubleshooting guides** - Common issues have step-by-step solutions
3. **Clear browser cache** - Many issues are browser-related
4. **Try different browser** - Rules out browser-specific problems
5. **Check Shopify status** - Platform issues affect all apps

[View troubleshooting guides →](/draft-order-magic/support-and-help/index-1.md)

## Emergency situations

For critical issues affecting your business:

1. Email us with "URGENT" in the subject line
2. Clearly describe the business impact
3. Include all relevant details
4. We'll prioritize accordingly

Examples of critical issues:

* Unable to process any orders
* Data loss or corruption
* Security concerns
* Complete app failure

## Template email

Use this template for clear communication:

```
Subject: [Issue Type] - [Brief Description]

Store: yourstore.myshopify.com

Issue:
[Describe the problem clearly]

What I was trying to do:
[Step-by-step description]

What actually happened:
[What went wrong]

When it started:
[Date/time]

What I've tried:
[Steps you've already taken]

Browser: [Chrome/Firefox/Safari] Version [XX]

[Attach screenshots if relevant]
```

## Privacy and security

When contacting support:

* ✅ We'll only access your store data with your permission
* ✅ All support communications are confidential
* ✅ We never share your information
* ❌ Don't include passwords in emails
* ❌ Don't share payment card details

## Feedback and suggestions

We love hearing from you! Share:

* Feature requests
* Improvement ideas
* Success stories
* General feedback

Your input helps us make Draft Order Magic better for everyone.

## About Responsive Media

Draft Order Magic is developed by Responsive Media, based in St Georges Basin, NSW, Australia.

We're dedicated to building quality Shopify apps that solve real merchant problems.

**Developer:** Responsive Media\
**Location:** St Georges Basin, NSW, Australia\
**App Store:** [View all our apps](https://apps.shopify.com/partners/responsive-media)

## Connect with us

**App Store listing:** [Draft Order Magic](https://apps.shopify.com/rm-draft-order-edit)

**Other support resources:**

* [This help center](/draft-order-magic/readme.md) - Complete documentation
* [Troubleshooting guides](/draft-order-magic/support-and-help/index-1.md) - Common issues
* [Feature documentation](/draft-order-magic/draft-order-editor/index.md) - How-to guides

## Thank you

Thank you for using Draft Order Magic! We're here to help you succeed with your Shopify store.

***

**Ready to contact us?**

[Email help@responsivemedia.com.au](mailto:help@responsivemedia.com.au)


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