Support
A little more clarity.
Before we begin.
Find the details about working with Branch & Button, or get in touch with a question of your own.
Frequently asked
questions
From your first introduction to reviewing the changes in your store.
Can I cancel or request a refund?
Yes. Before authorized work begins, you can cancel for a full refund. Afterward, you only pay for completed, delivered milestones; unfinished milestones are refunded. Your written scope identifies the applicable milestone allocations, and the Cancellation & Refunds policy linked in the footer explains the full terms.
What does Branch & Button actually do?
We improve the moments in a Shopify store where shoppers need more information to choose confidently. That might mean clearer comparisons, size guidance, compatibility details, delivery information, or cart messaging. The Conversion Path is how we move from evidence to an agreed change.
Is this an audit, or do you make the changes?
Implementation can be part of the agreed work. Your written plan explains what we will investigate, what we will change, and what you will receive. We do not leave the scope open-ended.
Can you improve more than one thing?
Yes. A plan can cover several related improvements. We prioritize the changes your evidence supports and that fit the agreed scope, rather than promising to fix every part of a store.
Which stores are a good fit?
Shopify stores with existing sales, useful customer feedback, and enough traffic to evaluate changes are the strongest fit. We also check your theme, tracking, and available access before recommending work.
What does it cost?
Your written plan confirms the exact scope, deliverables, timeline, and fee before payment. There is no charge to submit your store.
What happens after I get started?
We review your store and the information you share. If there is a good fit, we explain the opportunity and send a written plan. You decide whether to accept it before any payment is due.
How long does the work take?
We agree a timeline in your written plan. It depends on the changes, access, evidence, and review steps. Measurement may need a longer period than implementation, especially at lower traffic levels.
Do you guarantee a revenue increase?
No. The aim is to make buying easier, but an improvement idea is not a guaranteed winner. We agree what to measure and report the outcome honestly, including negative or inconclusive results.
Where do your recommendations come from?
From information you permit us to review: customer questions, reviews, support themes, return reasons, product facts, store policies, and relevant shopping data. We do not invent reviews, product capabilities, or customer evidence.
How is AI involved?
AI can assist with organizing feedback, finding repeated questions, and drafting ideas. Recommendations still need source checks, a defined scope, and appropriate review. It is not an unattended system that can freely change your store.
How much Shopify access do you need?
Only the access required for the agreed work. We discuss collaborator or app permissions with you during onboarding. You approve the connection; we do not need your personal Shopify password.
Will changes go straight onto my live store?
No automatic live edits. We prepare changes in a draft or duplicate theme where supported, check them, and share them for review. Any rollout needs the agreed approval, with a rollback approach documented.
Do I need to replace my theme?
Not usually. The intention is to improve the store you already have. Theme compatibility and implementation limits are checked before we agree the work; we cannot support every theme or configuration.
Can you change checkout, pricing, or discounts?
Only where the written scope and your permissions allow it. Shopify limits which checkout elements can be changed. We do not independently alter prices, discount rules, policies, or commercial promises.
How do you measure whether it helped?
The plan defines the outcome to watch, the audience, and the measurement period. When a controlled test is feasible, we compare groups. We also consider relevant errors, returns, and support issues—not just a positive-looking number.
What if my store has too little traffic for a test?
We explain that before agreeing to a testing scope. You may still benefit from a well-supported change, but a before-and-after comparison alone cannot prove that the change caused more revenue.
What do you need from me?
A point of contact, the facts and policies we can use, the agreed access, and timely feedback on the plan and draft. We handle the detailed work; your team approves the important decisions.
Are the examples real client results?
No. They are illustrative storefronts showing how a buying question could be addressed. Their product details are fictional, and they do not represent measured client outcomes.
How should I share store information?
We agree the appropriate access or upload method during onboarding. Do not send passwords, API keys, customer exports, or payment details through the public forms or ordinary email. The privacy and service documents describe the applicable terms.
How can I contact you?
Use the message form below. For existing work, include your store URL and a short description of what you need help with.