A store that sells in several countries has more moving parts, and most failures come from outside.
An app updates its script and the product page shifts. Shopify retires an old API version and a custom app or middleware has to follow. A market gets a new payment method and the checkout needs testing in every currency.
Interface failures are the hardest to notice. A sync with the ERP stops without the store showing an error, and a few days later stock levels are wrong in one market. That is why monitoring the data flows is part of support. Our page on Shopify ERP integration describes how we build and secure those connections.
Tax, currency and domain settings per country live in Shopify Markets. When they change, we test the affected markets before the change goes live. The setup itself is covered on the Shopify internationalisation page.
After go-live the work moves to conversion, range and new functions. Sirocco, a Swiss brand for tea and coffee, moved from Magento to Shopify Plus with more than 40,000 customer records and the complete order history.
Go-live included redirects, the DNS switch, monitoring and training for the team that runs the store. Since then the store has been developed further on the basis of user feedback and store analytics. The Sirocco case study reports a 25% higher conversion rate after launch.
Peak days are part of the picture. BlumeIdeal ran its store on Shopware 5 with a structure of customisations and plugins that had grown over years and became increasingly unstable on Valentine's Day and Mother's Day. Since the migration to Shopify Plus, updates, security and performance of the platform sit with Shopify. The BlumeIdeal case study reports a 33% higher conversion rate and a 29% higher average order value.
We take on three tasks: fixing incidents, keeping the store current and developing it further. We are responsible for the theme, custom apps and interfaces. Shopify itself is responsible for hosting, security and availability of the platform.
Fixing an incident starts with narrowing it down. An error on a product page can come from the theme, an app, an interface or a platform change. We establish where the cause lies and fix what is in our hands. With third-party errors we handle the clarification with the vendor.
NICCOS has been a Shopify Plus Partner since April 2022. Our entry in the Shopify Partner Directory shows 19 reviews with a rating of 5.0.
Yes. Before we take over, we review theme, apps, interfaces and open issues. We commit only after that, because we can only be responsible for what we know. The review covers every market the store sells in.
The SMILODOX project began with such a review. We examined the existing store, the customer journeys and the app stack, and an app audit assessed the value, overlap and technical relevance of each app. The SMILODOX case study describes how this turned into a relaunch of B2C and B2B that went live after two months.
If the review shows that the store stands on a foundation that can no longer be maintained sensibly, we say so. In that case Shopify development is the more honest route than a maintenance contract.
We do not name a general response time without knowing your store. What we commit to is written in the contract and depends on scope, criticality and the availability of your team.
The order is fixed. Whatever blocks sales comes first. An error in the Shopify checkout beats every planned extension. We agree this prioritisation together before the first case occurs. The agreed frame is working days in Germany. Cover on campaign days such as Black Friday is agreed separately.
Long-term support depends on a team that knows the store. We have supported Olakala as a Shopify partner for several years. Over that time a shared understanding of the store, the range and daily operations has grown.
Out of that relationship it became clear that the tracking had grown over the years and was built largely in the browser. Browser restrictions, iOS updates and ad blockers caused data loss, and conversions reached Meta and Google incompletely. We rebuilt the setup with Google Tag Manager, GA4, the Meta Conversions API and server-side tracking. The Olakala case study reports 30% more tracked sessions compared with the previous setup.
Nobody had reported an error. The gap was found because someone was watching the store. Our page on tracking setups describes how we build measurement.
Broken templates, failed orders, display errors after an app update. We narrow down the cause and fix what lies in the theme, custom apps and interfaces.
We keep track of app updates, API versions and deprecated functions. You learn in advance what is coming and what it means for your store.
New sections, campaign modules and seasonal changes run through the same backlog as the incidents.
Whatever blocks orders is handled first. This rule is settled before the first case occurs.
The agreed frame is working days in Germany. Cover on campaign days is agreed separately and never assumed.
Many reported errors come from apps, interfaces or platform changes. Narrowing down saves more time than quick trial and error.
We do not name general response times without knowing the store. We commit to what fits scope and criticality.
A fixed monthly allowance for maintenance and development. Fits when there is regular work.
Updates, monitoring and incidents. Fits stores that run steadily and are developed in-house.
A relaunch, a new market or an integration runs as its own project with its own budget, outside the support contract.
We document theme, interfaces and processes so that your team can take over, and remain available as a fallback.
We record theme, apps, interfaces, open issues and known errors. For a store we did not build, this is the most important step.
Roles in the Shopify admin are settled, preview themes set up and the theme code connected to a repository. Every change can be traced and rolled back.
Everything open goes into one list with priority and effort. It shows what is maintenance and what is a project of its own.
We define who reports what, where and with which details. Order number, browser and screenshot shorten the search considerably.
Fix incidents, apply updates, work through the backlog. Larger pieces of work are agreed beforehand.
At a fixed rhythm we go through the backlog, upcoming platform changes and key figures and decide what takes priority next.
An app changes its snippet or script, and the product page shifts or the tracking stops.
Shopify regularly releases new API versions and retires old ones after a transition period. Custom apps and middleware have to follow.
Changes made directly in the editor are hard to trace. We work with preview themes and version control.
A sync with ERP or PIM stops without an error message, and later the stock levels are wrong.
The store runs and earns money
Failures cost revenue immediately, and nobody in-house keeps an eye on theme, apps and interfaces.
The previous agency is gone
The store was built by others, the documentation is missing, and nobody knows exactly which customisations are active.
Small tasks pile up
Requesting a quote for every change takes longer than the change itself, and the backlog grows.
Interfaces depend on the store
ERP, warehouse or marketplaces are connected, and a silent failure would only be noticed by customers.
The theme is being replaced anyway
If the rebuild is settled, maintaining the old base is wasted effort. We settle support after go-live.
To Shopify developmentThe store still runs on another system
As long as you sell through Magento, Shopware or WooCommerce, the move comes first.
To the migration auditThe direction is open
If it is unclear whether the store stays, grows or gets replaced, a backlog decides small things while the big question waits.
To Shopify consultingThe entry point depends on whether we know the store and how much development should be part of support.
For stores built by another agency or a former team.
Ends with a written finding and a yes or no to taking on support.
For stores that run steadily and are developed in-house.
Runs until your team takes over operations or the need changes.
For stores where extensions come up regularly alongside operations.
Runs with a fixed allowance. Larger projects are taken out and run separately.
Every figure appears in the case study, where you can verify it.
Groundies, MYCR7 and Gusti Leder are three of thirteen projects we have published with starting point, delivery and result.
We look at theme, apps and interfaces. Afterwards you know what state the store is in and which support frame fits it.
NICCOS
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