HighTrustPage content

No way to contact the store

Shoppers with a question and no visible way to ask it often leave instead of buying.

Checked on: homepage · Zolvio’s check: “Missing contact information”

Why it costs you sales

Before buying from a store they don’t know, many shoppers want to be sure a real business stands behind it and that they can reach someone if an order goes wrong. A visible email address, phone number, chat or contact page answers that.

Contact options also catch pre-sale questions about sizing, delivery dates or compatibility that would otherwise end the visit.

How Zolvio detects it

Zolvio reads the text a shopper can see on your homepage, measured in a real browser (hidden text, text only screen readers get, and scripts don’t count; image and icon labels do), and looks for a way to get in touch: words such as contact, email, phone, call us, live chat, customer service, support, help or get in touch, an email or phone link, a link to a contact page, or Shopify’s chat widget. The homepage is flagged only when none of them are there.

Only English pages are judged (the page’s language tag, or Shopify’s language for the store when the theme sets none), since some of the words it looks for are English.

Members-only pages aren’t judged: a page without an add-to-cart form that shows a password or verification form in its content, such as a lock app’s (Easy Lockdown, Locksmith) or a VIP sign-in in the theme. A sign-in box in the header, the footer, a pop-up or a drawer doesn’t count, since it’s on every page.

What it looks for in the text shoppers see

  • contact
  • email
  • e-mail
  • phone
  • call us
  • live chat
  • chat with us
  • customer service
  • support
  • help
  • get in touch
Page elements that also count (5)
  • a[href^="mailto:"]
  • a[href^="tel:"]
  • a[href*="contact"]
  • #shopify-chat
  • inbox-online-store-chat

This finding is reported after AI review: on paid plans with AI turned on, the AI agent checks it against the audit’s evidence before it reaches your issue list. Audits without AI report only the 22 measured checks.

AI screenshot review also looks for this problem (“No visible contact details”) in desktop and mobile screenshots. When both find it, you get one issue.

How to fix it

  1. Create a contact page if you don’t have one: Online Store → Pages → Add page, using your theme’s contact template so it includes a form.
  2. Link to it from your header or footer menu in Content → Menus.
  3. Show an email address in the footer, and a phone number if you can answer calls.
  4. Add a chat app if you can staff it.

Zolvio’s guided fix walks you through adding a small floating contact button to every page, with code written to match your theme.

In Zolvio: on paid plans with AI turned on, the guided fix writes these steps for your own store and theme: where to click in Shopify admin or the theme editor, or which file to open, the line to find and the code to add. Each file opens in Shopify’s code editor. Zolvio never edits your theme: you make the change, then Verify fix checks your published theme for code changes (or you mark it fixed), and later audits confirm the problem is gone.

Common questions

Why does “No way to contact the store” cost a Shopify store sales?

Before buying from a store they don’t know, many shoppers want to be sure a real business stands behind it and that they can reach someone if an order goes wrong. A visible email address, phone number, chat or contact page answers that. Contact options also catch pre-sale questions about sizing, delivery dates or compatibility that would otherwise end the visit.

How does Zolvio detect “No way to contact the store”?

Zolvio reads the text a shopper can see on your homepage, measured in a real browser (hidden text, text only screen readers get, and scripts don’t count; image and icon labels do), and looks for a way to get in touch: words such as contact, email, phone, call us, live chat, customer service, support, help or get in touch, an email or phone link, a link to a contact page, or Shopify’s chat widget. The homepage is flagged only when none of them are there. Only English pages are judged (the page’s language tag, or Shopify’s language for the store when the theme sets none), since some of the words it looks for are English. Members-only pages aren’t judged: a page without an add-to-cart form that shows a password or verification form in its content, such as a lock app’s (Easy Lockdown, Locksmith) or a VIP sign-in in the theme. A sign-in box in the header, the footer, a pop-up or a drawer doesn’t count, since it’s on every page.

How do I fix “No way to contact the store” on Shopify?

Create a contact page if you don’t have one: Online Store → Pages → Add page, using your theme’s contact template so it includes a form. Link to it from your header or footer menu in Content → Menus. Show an email address in the footer, and a phone number if you can answer calls. Add a chat app if you can staff it.

Related

Documentation

  • How audits work — What an audit scans and how findings become issues.
  • Guided fixes — Step-by-step fixes written for your theme, with links into the code editor.
  • Surveys — Ask shoppers what’s holding them back.