we're here
Get help,or tell us we got it wrong.
A few places to start, and a way to tell us when something on this site isn't true any more.
last reviewed 4 October 2026
- ask us
Email the team
team@commercereply.com. We reply on working days.
- read
The docs
Setup guides and the reference, at docs.commercereply.com.
- security
Report a vulnerability
first-week problems
The ones we know will happen.
- Messages don't arrive in Intercom
- Check the shop is connected on the Shops screen and routed to this workspace. TikTok's notifications are best-effort, so we also check on a schedule. Give it a cycle, then write to us.
- TikTok says my shop is disconnected
- Reconnect it from the Shops screen. Messages already in Intercom stay where they are.
- A reply didn't reach the buyer
- TikTok rejects messages that contain links, and has limits on size and type. Remove the link and send again.
- I can't tell which conversations came from TikTok
- Filter on the TikTok attribute. Every TikTok conversation carries it, with the store and market.
- Fin isn't replying to TikTok buyers
- That's expected for now: Fin answers are later on the roadmap. Today a person on your team replies.
think we got something wrong?
Tell us, and we'll fix the page.
this site, the roadmap, the pricing page · any of it
If a statement on this site is out of date or untrue, tell us. We check every report, and when we're wrong we change the page, not the wording around it.
for your legal team
Privacy and legal questions.
Read the privacy policy, the data processing agreement and our subprocessors, or write to team@commercereply.com.
Still deciding?See the whole path first.
Follow one buyer message from TikTok into Intercom and back, and see who sets up what.