While Shopify is a global giant, they do not operate traditional support offices in every market it serves. Unfortunately, there is no dedicated team sitting in Kwun Tong or Central waiting to take your call. Instead, Shopify relies on a centralized, 24/7 global support model. While their general support chat is excellent for basic platform questions, it often falls short when you have complex, time-sensitive, or highly localized issues. A support agent located three time zones away may not understand the nuances of Hong Kong’s bilingual SEO requirements or the specific API needs of local payment gateways.

Shopify builds the world-class infrastructure, but they rely on a vetted ecosystem of Official Shopify Partners in each market to provide localized, expert support on the ground.

Shopify support Hong Kong: Wave Commerce is that bridge. As an established, official Shopify Partner based right here in Hong Kong, we specialize in providing the dedicated, localized Shopify support that standard help desks cannot offer. We understand the unique challenges of the Hong Kong retail landscape because we operate within it every day!

As a long-time Shopify partner, Wave Commerce has advocated for Shopify in Hong Kong for over 10 years. We have been running regular meetups and events with Shopify here in Hong Kong since 2016, and are their featured partner for the region:

• In 2025, Shopify, alongside Wave Commerce, sponsored Steven Bartlett in Hong Kong, one of the biggest podcasters in the world (host of the Diary of a CEO podcast, host of BBC’s The Dragon’s Den, and best-selling author).
• In 2023, Wave Commerce was the local partner host for Shopify’s flagship event in Hong Kong - the final stop of the 10-city Commerce Trends Roadshow. 
• Aside from events, Shopify and Wave Commerce’s longstanding partnership also produces frequent content, such as the Shopify Plus Guide to APAC. 

Contact us about your Shopify needs.

To help you understand how local support works, we have compiled answers to the most common questions we receive from Hong Kong merchants.

Why do I need localized support? Can’t I just use Shopify’s live chat?

Shopify’s general live chat is fantastic for "how-to" questions like "How do I add a product?" or "Where is my billing setting?"

Localized support is sometimes necessary when context matters. A generic support agent won't understand why seamlessly integrating FPS or PayMe is critical for your conversion rate in Hong Kong. They might not know the intricacies of integrating SF Express locker pickups into your checkout.

Specialized Shopify support in Hong Kong means working with a team that understands local consumer behavior, bilingual storefront requirements (Traditional Chinese and English), and the specific tech stack used by top HK retailers. We solve problems faster because we understand the context they exist in.

Contact us today if you need specialist Shopify support for Hong Kong.

What does "Official Shopify Partner" actually mean?

Being an Official Shopify Partner isn't just a badge on a website. It means we have been vetted by Shopify for our technical expertise, our track record of successful merchant launches, and our adherence to their best practices.

For your business, working with a Partner means you are getting support from professionals who have a direct line to Shopify's internal resources. It means we don't just guess at solutions; we implement proven strategies based on years of experience with the platform. We are not freelancers dabbling in Shopify; we are specialized experts committed to the ecosystem.

Wave Commerce is proud to be a Shopify Premier Partner - achieving Premier status puts us in the top 4% of Shopify partners globally, reflecting our commitment to quality and excellence in building omnichannel, high-performing commerce experiences for leading brands.

What kind of technical support tasks does Wave Commerce handle?

Our team offers support that is comprehensive and tailored to established businesses needing reliable technical backing. Our core technical services include:

• Store Migration: Seamlessly replatforming your business from legacy systems (like Magento, WooCommerce, or Salesforce) to Shopify with zero data loss.
• Custom Theme Development: Building or modifying storefronts to match your exact brand guidelines rather than relying on generic templates.
• Shopify POS Setup and Support: Configuring your physical retail hardware, training staff, and ensuring real-time inventory sync between your warehouse and shop floor.
• Localization: Configuring your store for the Hong Kong market, including bilingual setups (Traditional Chinese & English) and local currency optimizations.
• Advanced Integrations: Connecting your store with critical local tools, including ERPs, CRMs (like Salesforce), and logistics providers (like SF Express).
• Checkout Customization: modifying the checkout experience (via Shopify Plus) to add custom fields, delivery date pickers, or specific payment rules.
• Shopify B2B: Setting up wholesale channels that allow your trade partners to log in, view custom price lists, and place bulk orders through a dedicated portal.
• Shopify Markets and Expansion Stores: Configuring cross-border setups to help you sell internationally from a single Hong Kong base.
• Navigation and Advanced Search: optimizing site architecture and search logic so customers can find products instantly, even with large catalogs.
• Shopify Functions and Discounts: Scripting complex promotion rules (e.g., "Buy 2 Get 1 Free" or tiered VIP pricing) that standard apps cannot handle.
• DTC and Omnichannel Architecture: Strategizing the technical roadmap to unify your online and offline sales channels into one cohesive system.

• Troubleshooting & Bug Fixes: Rapidly resolving theme errors, broken checkout flows, or app conflicts that are impacting sales.
• App Consultation & Configuration: Helping you select the right third-party apps for your needs and ensuring they are configured correctly without slowing down your site.
• Performance Optimization: Auditing your site speed and implementing technical fixes to improve load times for mobile shoppers.
• CRM and Customer Loyalty: Implementing customer loyalty strategies for your business or integrating powerful retention tools (like OMNI Loyalty) to sync customer data across channels and drive repeat purchases.

We are currently on another platform (like Magento or WooCommerce). Does your support include migration?

Yes, replatforming is one of our core specialties. Migrating an existing business to Shopify is a delicate process that requires significant technical support to ensure data integrity.

We handle the entire migration process, moving products, customers, and order history, while ensuring that your SEO rankings are preserved during the transition. Our goal is to launch you on Shopify with zero downtime and a better-performing store.

Do you offer ongoing support retainer packages?

Absolutely. Many successful Hong Kong brands realize that ecommerce is not a "set it and forget it" project. It requires continuous iteration. Sometimes, teams just want the confidence to know that our team of experts is always there holding their hand along the way as well.

We offer ongoing support retainers that give you access to our development and strategy team for a set number of hours per month. This is ideal for merchants who need regular updates, landing page builds for campaigns, or quarterly audits to ensure their store remains competitive. It’s like having an in-house Shopify team at a fraction of the cost.

Our business is scaling fast and we are considering Shopify Plus. Do you support Plus merchants?

Yes, we have extensive experience supporting high-volume merchants on Shopify Plus. Support at this level often involves more complex needs, such as customized checkouts using Shopify Functions, B2B wholesale channel setups, and integrating with enterprise-level backend systems. We help Hong Kong brands leverage the full power of the Shopify Plus platform to handle massive traffic spikes and international expansion.

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Need reliable, local assistance for your online store? Contact Wave Commerce today to discuss how our specialized Shopify support in Hong Kong can help your business grow.