Configuration - Customer Service

Introduction

The Customer Service configuration controls the contact information displayed to customers throughout your storefront, checkout, and email communications.
UltraCart pre-populates this section using the details provided during account signup. If you need to use alternate branding details—such as a different customer service email, name, or phone number—you can update them here.

This page also supports multi-theme storefronts, rotating gateways, and email template integration.

Note: Customer service settings should be reviewed whenever you add a new Screen Branding Theme or modify your storefront’s contact workflows.

Prerequisites

Before updating your customer service configuration:

• You must have administrator-level access or permission to edit Configuration → Customer Service.

• If your StoreFront uses multiple Screen Branding Themes, confirm which theme’s customer service settings you are editing.

• If you use Rotating Gateways, understand that gateway-level customer service settings may override theme-level values in some email reply scenarios.

Configuring Customer Service Information

1. Navigate to:
   Home → Configuration → (Checkout tab)→ Customer Service

2. Locate the Screen Branding Theme you want to configure.
   Each theme includes its own separate Customer Service section.

3. Enter or update the following fields:

   • Contact Name

   • Customer Service Email

   • Customer Service Phone Number

4. Click Save to apply changes.

Tip: When using multiple themes—for example, for separate brands or language variants—ensure each theme’s customer service details reflect the correct brand identity.

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Screen Branding Themes

If your account includes multiple Screen Branding Themes, you will see a dedicated Customer Service configuration block for each one.
This allows each theme to present unique contact information appropriate to its brand or business line.

Important Note for Merchants Using Rotating Gateways

If Rotating Gateways are configured, the Rotating Gateway Editor includes its own customer service email and phone number configuration fields:

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When both the Gateway and Customer Service page specify a value:

• Email replies may route to the email address provided in the rotating gateway rather than the theme-level customer service email.

• A notification banner appears at the top of the Customer Service page when rotating gateway data is detected.

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Routing of Email Replies

When a customer replies to an order notification sent from the default UltraCart from-email address, UltraCart routes the reply using the following logic:

1. If the order used a Screen Branding Theme with defined customer service info:
   The reply is routed to the theme’s configured email address.

2. If Rotating Gateways supply customer service contact details:
   Gateway-level settings may take precedence and receive the replies.

Note: To avoid unexpected routing behavior, ensure customer service contact info is consistent across your themes and any rotating gateways.

Using Customer Service Data in Email Templates

You can insert customer service contact information into StoreFront Transactional Email Templates using the following Visual Builder elements:

• orderCustomerServiceEmail
  
  

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• orderCustomerServicePhone
  
  

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To use these:

1. Go to StoreFront → Communications → Transactional Emails.

2. Open the template you wish to edit.

3. Click the pencil icon to open the Visual Builder Editor

4. Open the Hierarchy panel. The default templates will have the customer service details appearing in the ‘Customer Service Panel’

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Related Documentation

• StoreFront → Communications → Transactional Emails

• Rotating Gateway Settings

Conclusion

Configuring the Customer Service section ensures your storefront presents consistent, accurate contact information across checkout and all customer-facing communications. For merchants using multiple themes or rotating gateways, reviewing these settings is especially important to ensure correct routing of customer replies.