When a shopping cart, app or part of a theme stops working in an online store, it is not always clear who should resolve it. Shopify provides the platform and support for its standard features, but cannot assume responsibility for any custom code or third-party app.
Who is responsible for what
| Developer | Typical liability | Frequent limitations |
|---|---|---|
| Shopify Support | Account, Shopify admin, standard features and eligible free theme modifications | It doesn't handle any custom or third-party code |
| Paid theme author | Documentation, bugs, and support for the original theme | They don't have to customize the theme |
| App developer | App specific features and bugs | It does not resolve conflicts outside the scope of its product |
| Independent developer | Theme, Liquid, interfaces, diagnostics and minor integrations | The scope depends on the agreed expertise and capacity |
| Agency | A wider team, more disciplines and longer-term implementation | Higher overhead may be unnecessary for a small intervention |
| Internal team | Daily knowledge of operations and quick decision-making | It pays off only if there is a sufficient amount of work |
What to expect from Shopify Support
The extent of support depends on the theme and request type. For free Shopify themes, support may review some predefined customizations. For a paid theme, support usually moves to its author. Shopify states that it does not undertake modifications or diagnostics of significantly changed themes, third-party apps, and third-party custom code.
This is not to say that Shopify Support is inadequate. It means that platform support and custom development are two different services.
First, determine the source of the problem
The same error can occur in a theme, app, embedded script, product settings, or an external system. Before editing, make a safe copy of the theme and find out when the problem started, which pages it affects, and if it is related to the last change.
- Write down the exact address and steps leading to the error
- Specify the device, browser and expected result
- Check for the last theme publication, app installation, or setting change
- Verify the issue on a clean preview without interfering with the live store
- Determine who owns the affected code or integration
- After the fix, test related purchase scenarios
What ongoing technical maintenance includes
Maintenance is not just about responding to errors. It includes an overview of your own code, secure deployment, app control, change testing and documentation of decisions. Shopify allows themes to be duplicated, and versioning via GitHub can also be used for custom development.
A regular check should look for unused apps, old embedded code, slowdowns, broken links, and changes to external services. Frequency depends on the pace of campaigns and development; a small stable store does not need the same regime as an online store with weekly deployments.
One-off fix, ongoing support or project
A one-off job with a specific assignment, scope and handover is suitable.
The agreed monthly capacity, priorities and reaction procedure make sense.
It needs a separate project, analysis, milestones, testing and launch.
An agency team is appropriate if the project requires development, design, data and management on a larger scale.
A clear brief speeds up the work
Instead of "the site is down", send the address, steps, expected behavior, screenshot, priority and deadline. Add information about recent changes and approaches that the solver will need. Do not email passwords; use secure user or peer access.
Technical support works best when it has a clear owner, a secure deployment method, and a definition of what is done.
Frequently asked questions
Who should fix an error in a Shopify theme?
It depends on the origin of the problem. For a free theme, Shopify Support can help with selected modifications, for a paid theme, its author, and for custom code, a developer who can safely diagnose the change.
How do I back up a Shopify theme before editing?
The theme can be duplicated or downloaded before changing. For long-term managed custom code, versioning, for example via GitHub, also makes sense.
Is a one-time repair or regular maintenance better?
A one-time job is enough for a clearly defined requirement. Regular capacity is useful if changes are recurring, linked to campaigns, or require continuous review of apps and custom code.
Does your Shopify store need a fix or further development?
Send the store URL, a description of the request and its priority. I will suggest whether it needs a one-off adjustment, technical diagnosis or a separate project.
Discuss your requirements →︎