Providing timely and reliable support is crucial to ensuring a positive experience for merchants using your theme. Zid does not offer direct merchant support for third-party themes, and this responsibility rests entirely with you as the theme partner.
Support Requirements
Active Maintainer Email:
You must provide a valid and monitored email address for the maintainer in your Partner Dashboard. This is the primary channel merchants will use to contact you for support.
Support Channels:
You can offer one or more of the following support options:Email (required)
Ticket portal or support website (optional)
Phone number (required only for shipping-related themes)
💡 These contact details should be set under your theme’s General Data tab or clearly described in the theme’s listing description.
How Merchants Request Support
Merchants submit support requests by navigating to the Zid Dashboard → Report Theme section.
Zid reviews these submissions and forwards valid tickets to you.
You are expected to respond promptly and resolve issues within the agreed-upon Service Level Agreement (SLA) timelines.
Best Practices for Support
Respond Quickly: Timely replies build trust and satisfaction.
Patch Bugs Promptly: Ensure your theme remains stable and functional.
Keep Documentation Updated: Accurate guides reduce support requests.
Aim for 5-Star Reviews: Excellent support drives positive merchant feedback and higher adoption.
Providing exceptional support not only helps merchants but also enhances your reputation as a trusted Zid partner, increasing your theme’s success on the platform.