Shopify Support Nights and Weekends

Sunday tickets are the cheapest AI payback you will ever get.

When to use this list

Pay a BPO or turn on an agent. A 9–5 team on a 24h storefront is a choice. Print it or put it in the ticket you open with the vendor. If they cannot walk it, you are in a demo, not a trial.

The checklist

• Write the definition of support nights and weekends in one sentence the agent can test against an order.
• List the Shopify fields it must read before it replies (status, tags, tracking, refunds already issued).
• Write the allowed actions and the cap. If there is no action, write the exact escalate condition.
• Add two examples: a yes case and a no case. Agents learn more from the no.
• QA ten live tickets after a week. Change the article or the cap, not the vibe.

What you can skip

Brand-voice decks. Eight real replies beat a manifesto.

Automatic fail

• They will not refund a test order.
• They need a solutions engineer for a 400-ticket store.
• The only metric they show is conversations started.

Load this rule into Relay and stop solving support nights and weekends by hand at midnight.