{"id":279128,"date":"2013-12-12T14:21:08","date_gmt":"2013-12-12T12:21:08","guid":{"rendered":"http:\/\/woo.com\/?page_id=279128"},"modified":"2025-03-21T12:37:06","modified_gmt":"2025-03-21T10:37:06","slug":"support-policy","status":"publish","type":"page","link":"https:\/\/woocommerce.com\/support-policy\/","title":{"rendered":"WooCommerce Support Policy"},"content":{"rendered":"\n<style>\nul.wp-block-list ul.wp-block-list { margin-top: 0.35em; margin-bottom: 0.35em; }\n<\/style>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"about-this-support-policy\">About this Support Policy<\/h2>\n\n\n\n<p>This WooCommerce Support Policy describes the support you can expect from us regarding&nbsp;WooCommerce Services.<\/p>\n\n\n\n<p>If you have questions about this Support Policy or do not agree with it, please <a href=\"https:\/\/woocommerce.com\/contact-us\/\">contact us<\/a>&nbsp;before using the Website. We may amend this Support Policy from time to time; please check this page to ensure that you are aware of any changes. This Support Policy is effective from January 1, 2024.<\/p>\n\n\n\n<p>By using any part of the Website or providing personal information to us, you consent to us processing it as set out in this Support Policy.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"#what-our-support-service-covers\">What our Support Service covers<\/a><\/li>\n\n\n\n<li><a href=\"#bug-fixing\">Bug fixing<\/a><\/li>\n\n\n\n<li><a href=\"#what-our-support-service-does-not-cover\">What our Support Service does not cover<\/a><\/li>\n\n\n\n<li><a href=\"#customization\">Customization<\/a><\/li>\n\n\n\n<li><a href=\"#product-support-channels\">Product support channels<\/a>\n<ul class=\"wp-block-list\">\n<li><a href=\"#who-handles-support-for-extensions-purchased-on-woocommercecom\">Who handles support for extensions purchased on WooCommerce.com?<\/a><\/li>\n\n\n\n<li><a href=\"#other-support-options\">Other support options<\/a><\/li>\n<\/ul>\n<\/li>\n\n\n\n<li><a href=\"#general-information\">General information<\/a><\/li>\n\n\n\n<li><a href=\"#incorporation-by-reference\">Incorporation by reference<\/a><\/li>\n\n\n\n<li><a href=\"#supplementary-glossary\">Supplementary glossary<\/a><\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"what-our-support-service-covers\">What our Support Service covers<\/h2>\n\n\n\n<p>We support products sold on WooCommerce.com (the \u201cProducts\u201d), which may be developed by WooCommerce or a third-party developer. Our Support Service includes assistance with Product installations, configuration, and use. If you need help setting up or configuring your Product, please first check the documentation and FAQs of the extension or theme. Your question may have been answered already. If it hasn\u2019t, please submit a support ticket.<\/p>\n\n\n\n<p>Retired Products&nbsp;are supported until your subscription expires. If you spot a fatal error in the code and are using the latest versions of all code on your website, please submit a ticket at our Helpdesk.<\/p>\n\n\n\n<p>At WooCommerce.com, we offer support when your site is using the latest release of the core WooCommerce plugin (and the main WordPress software) and the previous version before that. This is called&nbsp;<code>L-1<\/code>&nbsp;(&#8220;Latest minus one version&#8221;), where the version number is in the format of&nbsp;<code><strong>x.y.z<\/strong><\/code>&nbsp;\u2014&nbsp;<strong>we focus on the second and <\/strong>then the <strong>first number<\/strong>.<\/p>\n\n\n\n<p>For example, if the current version of WooCommerce is&nbsp;<code>6.3.z<\/code>&nbsp;then the oldest WooCommerce version we support is&nbsp;<code>6.2.z<\/code>.<\/p>\n\n\n\n<p>You can view WooCommerce&#8217;s full release history on the&nbsp;<a href=\"https:\/\/developer.woocommerce.com\/releases\/\">Releases page<\/a>.<\/p>\n\n\n\n<p>For<a href=\"https:\/\/woocommerce.com\/products\/\"> extensions<\/a>&nbsp;and&nbsp;<a href=\"https:\/\/woocommerce.com\/product-category\/themes\/\">themes<\/a>, we support the <strong>latest version<\/strong> of those <strong>only.<\/strong><\/p>\n\n\n\n<p>As part of the&nbsp;<a href=\"https:\/\/woocommerce.com\/document\/woocommerce-self-service-guide\/\">support<\/a>&nbsp;and&nbsp;<a href=\"https:\/\/woocommerce.com\/document\/how-to-test-for-conflicts\/\">troubleshooting<\/a>&nbsp;process, updating to the latest version often resolves any problems so we do recommend this initially. For more information on how to do this, see <a href=\"https:\/\/woocommerce.com\/document\/how-to-update-woocommerce\/\">How To Update WooCommerce<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"bug-fixing\">Bug fixing<\/h2>\n\n\n\n<p>We will fix any defects in the Products we sell as quickly as possible once they are brought to our attention. We will also try to provide a solution via our Helpdesk for smaller defects or errors as a precursor to a more substantial update to the particular Product as part of our scheduled Product updates. If you think you have found a bug, please let us know. If you want to speed up the process, make sure to <a href=\"https:\/\/woocommerce.com\/document\/woocommerce-self-service-guide\/\" rel=\"noreferrer\">follow the steps in our self-help guide<\/a> first. If you don\u2019t, <strong>we may ask you to go through those steps<\/strong>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"what-our-support-service-does-not-cover\">What our Support Service does not cover<\/h2>\n\n\n\n<p>Our Support Service does <strong>not<\/strong> cover products supplied by Third Parties who are not our Resellers, or third-party products and services which we did not sell or license to you and for which we do not provide support. We may require you to disable third-party products that&nbsp;are installed alongside Products we sell before we can assist you.<\/p>\n\n\n\n<p>We do <strong>not<\/strong> give general WordPress support. Find resources and answers about WordPress in the <a href=\"https:\/\/www.wordpress.org\/support\" target=\"_blank\" rel=\"noreferrer noopener\">WordPress.org forums<\/a><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"customization\">Customization<\/h2>\n\n\n\n<p>We provide the Products as-is. While we can help you configure the Products within the capabilities of each extension or theme, we do not customize the Products or support any third-party customizations of the Products. Customization is anything that changes the way the Products look or function relative to how we make the Products available to you.<\/p>\n\n\n\n<p>If you need customization, we do our best to offer advice and direct you to appropriate resources. However, we do not take responsibility or endorse third-party solutions for customizing the Products. Third-party services that\u00a0some customers have found helpful include <a href=\"https:\/\/woocommerce.com\/development-services\/\">Woo Agency Partners<\/a>.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"product-support-channels\">Product support channels<\/h2>\n\n\n\n<p>We provide Support Services through our Helpdesk via Live Chat or Email. We do not consistently provide our Support Service through any other channel (including, but not limited to Facebook, Twitter (X), or over the phone) at this time.<\/p>\n\n\n\n<p>You need to submit a ticket\u00a0using the Helpdesk\u00a0to take advantage of our Support Service. Depending on the product, you might be offered a live chat option. In both cases, please bear in mind\u00a0<a data-type=\"internal\" data-id=\"#what-our-support-service-covers\" href=\"#what-our-support-service-covers\">what we do support<\/a> when submitting your ticket. We may ask you to send us your login details if we need them to assist you \u2014\u00a0if you do, please follow our instructions on <a href=\"https:\/\/woocommerce.com\/document\/create-new-admin-account-wordpress\/\">how to share these details with us securely<\/a>. Our Helpdesk tickets, and the information you share with us through these tickets, are confidential \u2014\u00a0only you and our support team will see your ticket.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"who-handles-support-for-extensions-purchased-on-woocommercecom\">Who handles support for extensions purchased on WooCommerce.com?<\/h3>\n\n\n\n<p>On each product page, you can find information about who developed the extension. When you have a question about an extension you purchased, we may involve the developer of that extension to fulfill our support obligation to you. This ensures that you get the answers you need as quickly as possible from the people best equipped to help you.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"other-support-options\">Other support options<\/h3>\n\n\n\n<p>You may find relevant community forums to be a helpful source of tips and assistance from the broader community. We do not moderate these forums and we do not control discussions taking place, so we do not take responsibility for or necessarily endorse the content of these discussions. Be sensible. When in doubt, take independent steps to verify the advice you receive through community forums before relying on it.<\/p>\n\n\n\n<p>Our <a href=\"https:\/\/woocommerce.com\/document\/frequently-asked-questions\/\">frequently asked questions<\/a> (FAQs) contain answers to common questions and may help answer questions you may have. These FAQs are relatively generic and may not be directly relevant to your specific query or challenge.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"general-information\">General information<\/h2>\n\n\n\n<p>If you would like to contact us regarding account-related issues or pre-sales questions, please use our <a href=\"https:\/\/woocommerce.com\/contact-us\/\">contact form<\/a>. We will respond as soon as possible.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"incorporation-by-reference\">Incorporation by reference<\/h2>\n\n\n\n<p>This Support Policy incorporates the following provisions and their subordinate provisions of the Terms by reference:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Interpreting these Use Terms<\/li>\n\n\n\n<li>Support Service<\/li>\n\n\n\n<li>Passwords and Account Security<\/li>\n\n\n\n<li>Your Privacy<\/li>\n\n\n\n<li>Warranties<\/li>\n\n\n\n<li>Liability<\/li>\n\n\n\n<li>Documents and Notices<\/li>\n<\/ul>\n\n\n\n<p>The provisions incorporated into this Support Policy from the Terms must be read as applying to this Support Policy, to the extent doing so does not materially change their meaning. To the extent, the provisions of this Support Policy conflict with the Terms, the provisions of this Support Policy will prevail to the extent of the conflict.<\/p>\n\n\n\n<p>The defined terms in the supplementary glossary below have specific meanings in the context of this Support Policy and shall be interpreted per the principles set out in the Terms.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"supplementary-glossary\">Supplementary glossary<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><span style=\"color: initial;\">&#8220;<\/span><strong style=\"color: initial;\">Electronic Communications<\/strong><span style=\"color: initial;\">&#8221; means any text, voice, sound, image, or video message sent over an electronic communications network that can be stored in the network or in the recipient\u2019s terminal equipment until it is collected by the recipient or on the recipient\u2019s behalf<\/span>.<\/li>\n\n\n\n<li>&#8220;<strong>Helpdesk<\/strong>&#8221; means the Support Service interface on our Website, accessible at <a href=\"https:\/\/woocommerce.com\/my-account\/create-a-ticket\/\">https:\/\/woocommerce.com\/my-account\/create-a-ticket<\/a>.<\/li>\n\n\n\n<li>&#8220;<strong>Support Policy<\/strong>&#8221; means this support policy, as amended from time to time.<\/li>\n\n\n\n<li>&#8220;<strong>Terms<\/strong>&#8221; means the Terms of Service located at <a href=\"https:\/\/wordpress.com\/tos\/\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/wordpress.com\/tos\/<\/a>.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>About this Support Policy This WooCommerce Support Policy describes the support you can expect from us regarding&nbsp;WooCommerce Services. If you have questions about this Support Policy or do not agree with it, please contact us&nbsp;before using the Website. We may amend this Support Policy from time to time; please check this page to ensure that [&hellip;]<\/p>\n","protected":false},"author":52175,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"open","ping_status":"open","template":"page-templates\/template-fullwidth.php","meta":{"_additional_css":"","footnotes":""},"class_list":["post-279128","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.0 (Yoast SEO v26.0) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>WooCommerce Support Policy - WooCommerce<\/title>\n<meta name=\"description\" content=\"About this Support Policy This WooCommerce Support Policy describes the support you can expect from us regarding&nbsp;WooCommerce Services. 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