FAQ

Questions people ask before they start.

If something here is unclear, contact us and we will answer directly.

Still unsure about an order or a payment?

Working with us

How do projects usually start?: With a short conversation about what you are trying to change. From there we scope the work in writing — objectives, deliverables, timeline and who is responsible for what — before anything is built.
Can I work with a specific expert?: Yes. Search their name in Find Your Expert, open their profile, and either message them or hire them directly. Only published profiles are searchable.
Do you work with stores on platforms other than Shopify?: Our platform list on the homepage shows exactly which platforms and tools we currently work with. If yours is not there, ask us before assuming we cover it.
What do you need from us to start?: Usually access to your store, a named decision maker, your brand assets, and any existing analytics. Each service page lists what that particular engagement needs.

Do I need an account to browse?: No. Browsing the site, the work, expert profiles and the store is open. An account is needed to place an order, download files, hire an expert, or use messaging.
I cannot sign in — what should I check first?: Confirm you are using the email address the account was created with, and that any verification email has been actioned. If it still fails, contact us with the email address you used.
How do I reset my password?: Use the password reset option on the sign-in screen. The reset link is sent to your registered email address and is single-use.
Can I change the email on my account?: Yes, from Settings in your account area. A change of email requires confirmation from the new address.

How do I join the expert team?: Apply on the Join page. Applications are reviewed by an administrator; a profile only becomes public once it is approved and published.
How long does an application review take?: Applications are reviewed by a person, not automatically. You will be notified by email when the review is complete, and you can see the current stage in your expert dashboard.
Who sets expert levels?: Levels are assigned by administrators. Experts cannot set their own level, and a level change is recorded in the expert's level history.
What is the difference between messaging and hiring?: Messaging is a conversation — questions, scope, availability. Hiring creates an engagement with an agreed scope and an order attached to it.

Why should conversation stay on the platform?: So there is one timestamped record of what was agreed, visible to both sides and available to support if something needs resolving.
Can I block someone?: Yes. Blocking stops new messages from that person. Official notices from Unifiedcommerce Hub always remain visible and cannot be deleted.
Are messages deleted?: Conversation history is retained for the life of the account so both sides keep the record of an engagement.

How do I pay?: Payment is made by bank transfer using the details shown at checkout, then you upload your payment proof.
How long do I have to complete the transfer?: Each order opens a payment window and shows the time remaining. If it expires before you transfer, you can restart the payment from the order and a new window is issued.
What does PAYMENT UNDER REVIEW mean?: Your receipt has been received and is waiting for an administrator to verify it against the incoming transfer. It does not confirm payment on its own.
When is my download unlocked?: After an administrator verifies your payment. Files are then available from Downloads in your account for as long as your licence allows.
Where do I find my receipt?: Under Receipts in your account, alongside the order it belongs to.
What licence comes with a product?: Each product page states its licence in full before purchase. Read it there — licences differ between products.

Can I get a refund on a digital product?: Refund handling for digital products is set out in the Refund Policy. Read it before ordering, and contact us with your order reference if you have a problem with a file.
Who can leave a review?: Clients with a completed order, project or hire. Reviews are tied to that engagement where possible.
Why is my review not showing yet?: Reviews are never published automatically. Each one is checked by an administrator first, and you will see it on the site once it is approved.
Do you edit or remove negative reviews?: Reviews are not removed for being critical. Moderation covers accuracy, abuse and content that does not relate to an actual engagement.

What is the fastest way to get help with an order?: Contact us with the order reference visible on the order page. That lets us look at the exact record rather than searching by name.
What should I include when reporting a problem?: What you were doing, what you expected, what happened instead, and the page you were on. A screenshot helps.