Shopify store audit

Free Shopify store support audit Your customer support, checked by hand from the customer's side.

Send us the address of your Shopify store. A person shops it the way a customer would, asks the 20 questions customers ask most, and sends you the report by email.

  • Free
  • No access to your shop needed
  • No call

What you get

A report like this one

An excerpt, so you can see how much is in it before you send anything.

Illustrative example · the store is invented

Example Home Store · IdoSell · about 900 orders a month

12 of 20 Customer questions answered on the site

Easy to buy from. Hard to get an answer from: delivery time, sizes and returns all need an email.

Findings

  1. Policies

    “14 days to return” in the terms. “30 days, no questions asked” in the product page footer.

    Found on: Terms page and every product page

  2. Delivery

    “Free delivery from €50” in the footer. The checkout applies it from €60.

    Found on: Footer and checkout, step 2

  3. Reply time

    Test email sent Tuesday 21:14. Answered Thursday 10:02, 37 hours later.

    Found on: Support address on the contact page

  4. Chat widget

    Asked “When will it arrive if I order today?” The answer: “Please contact us by email.”

    Found on: Chat widget, Sunday 20:40

  5. Product data

    38 of the 50 products we opened have no size table. 4 show a price of 0.

    Found on: Category “Bedding”, 50 products

Against the benchmark

At 900 orders a month, the stores we measured get 40 to 185 chats a month. 56% of conversations start outside office hours.

What we would fix first

  1. One return period, stated the same way on every page. Do it yourself
  2. Delivery time on the product page, next to the price. Do it yourself
  3. Size tables on the 38 products. Do it yourself
  4. An answer for the customer who writes at 21:00 on a Sunday. Needs a tool

Signed by the person who did the audit. Reply to the email and they answer.

What we check

Ten checks, all from the outside

We check only what any customer can see. We need no login, no access and no data from you.

  1. 1

    The 20 questions customers ask most

    We look for each answer the way a customer would: shipping cost and time, returns, sizes, stock, order status, payment, warranty, discount codes, opening hours.

    For example: “Will it arrive by Friday if I order today?” On the product page, in the FAQ, or nowhere.

  2. 2

    Product data that cannot sell

    Missing descriptions, a price of 0, missing sizes or variants, out of stock with nothing offered instead, no availability, no photo.

    For example: 7 of 50 products: out of stock, no alternative shown.

  3. 3

    Policies that disagree

    The same rule stated differently on two pages.

    For example: 14 days to return in the terms, 30 days on the product page.

  4. 4

    Contact and reply time

    Which channels exist and where to find them. We send one test email to your support address, as a customer would, and measure the reply time.

    For example: Sent Tuesday 21:14, answered Thursday 10:02.

  5. 5

    Your chatbot or live chat

    If you have one, it gets the same 20 questions. We record wrong answers and dead ends.

    For example: “How much is delivery?” The answer: “Please contact us.”

  6. 6

    Languages and markets

    The languages your store speaks, against the countries you ship to.

    For example: Ships to Germany, product pages only in Polish.

  7. 7

    After hours

    What a customer gets at 21:00 on a Sunday. 56% of conversations start outside office hours.

    For example: A contact form, an auto-reply, then nothing until Monday.

  8. 8

    Order status for guests

    Whether a customer who bought without an account can find out where the order is.

    For example: Tracking only after login, and guests have no login.

  9. 9

    Site search

    Plural forms, synonyms, category names and typos.

    For example: “Sofas” finds nothing. “Sofa” finds 24 products.

  10. 10

    Shopify policy pages

    We check whether your refund and shipping pages are real policies or still the default templates.

    For example: A refund policy left at the default, contradicting the FAQ.

Shopify

What we look for on Shopify stores

One part of the report is specific to your platform. These come from Shopify stores we already work with, and each one costs you customer questions.

Policy pages left as templates

Refund and shipping pages generated by Shopify and never filled in, or filled in once and never updated.

Shopify Inbox with nothing to answer from

The Inbox AI agent switched on with an empty knowledge base, so it guesses or hands every question back.

Sizing hidden in metafields

Size and fit data stored in metafields the theme never shows.

Markets half translated

A second language set up in Shopify Markets, with the checkout translated and the product pages not.

Why a person

Why not just ask ChatGPT?

A prompt gives you a plausible list in 30 seconds. It reads your home page and guesses the rest. Here is what it cannot do, point by point.

A prompt can Read the home page and guess what the rest says.
A person with our data does 1 Shops the store as a customer: search, filters, the cart, the checkout up to payment, the policy pages where they really are. On a phone and on a desktop.
A prompt can Tell you that reply time matters.
A person with our data does 2 Sends one real email to your support address, times the reply and reads what came back.
A prompt can Assume your chatbot works.
A person with our data does 3 Puts the same 20 customer questions to your live chatbot or chat and records every answer, with screenshots and times.
A prompt can Look at a product or two, if it can open them.
A person with our data does 4 Opens real products and finds the ones that cannot sell: price 0, no sizes, no description, out of stock with nothing offered instead.
A prompt can Read one page at a time.
A person with our data does 5 Reads your pages against each other: 14 days to return on one page and 30 on another, free delivery from €50 in the footer and €60 at checkout.
A prompt can Quote averages from the internet.
A person with our data does 6 Compares your store with what we measured on 100+ stores: 46% of questions are about the product, 31% about the order, delivery and returns, 56% arrive outside office hours, and the load to expect at your order volume.
A prompt can Give advice that fits any shop.
A person with our data does 7 Knows your platform: on IdoSell the promotion price lives only at checkout, on Shopify the policy pages ship as unfilled templates, on Shoper site search misses plurals.
A prompt can Stop when you close the chat window.
A person with our data does 8 Writes the report, signs it with a name, and answers when you reply.

How it works

Three steps, one of them yours

  1. 1 Send the address Your store URL and an email for the report. Nothing else.
  2. 2 A person looks at the store They shop it as a customer on a phone and a desktop, ask the 20 questions and send one test email to your support address.
  3. 3 You get the report and decide A PDF by email: the score, the evidence for each check and a ranked fix list. The last paragraph says what our own product would change. The rest is yours either way.

Who does the audit

  • We look at how stores answer their customers every day, for 100+ stores across Europe.
  • We read IdoSell, Shoper, Shopify, Upgates and WooCommerce stores directly.
  • An official app in the IdoSell and Shoper app stores.
  • Nothing sends without a person. Not in our product, and not in this audit.

Questions about the audit

Is it really free?

Yes. No trial, no card, no catch. The report is yours to keep.

Do you need access to my shop?

No. We look only at what your customers see, plus one test email to your support address, written the way a customer would write it.

We already have a chatbot.

Good, then we test it. It gets the same 20 questions as your pages, and the report shows what it answered.

I am an agency.

Send us your clients' stores. The report can carry your name.

Which platforms do you audit?

Any store a customer can visit. The audit runs from the outside, so the platform does not limit it. The platform pages add the checks specific to each one.

What do you not check?

SEO, ads, page speed and design. Others do those well. We look at one thing: how your store answers its customers.

Is this a sales pitch?

Partly, and we say so. The last paragraph of the report says what our own product would change. The rest is yours either way, and nothing happens unless you reply.

Check it yourself first

The audit on other platforms

Send us your store address

Free, done by hand, report by email.

  • Free
  • No access to your shop needed
  • No call

The audit is done by Sensbot. We run a chatbot on the storefront and an email assistant in the inbox, and both read the store’s own orders, stock and policies before they answer. The last paragraph of your report says what that would change in your store.