Outstanding customer support is key to merchant satisfaction and retention.
The following Support Excellence Framework defines best practices for Verified+ modules.
Proactive Support Strategy
Pre-sales preparation: FAQs and documentation should address common questions.
Clear compatibility details: Be transparent about prerequisites and limitations.
Demo availability: Let merchants explore your module before purchase.
Responsive Service Standards
Response time: Acknowledge all inquiries within 24 hours (one business day).
Professional tone: Maintain a courteous and helpful attitude.
Solution-oriented: Focus on resolving issues, not just replying.
Support quality metrics
Metric | Target | Indicates |
| Pre-Sales Contact Rate | <10% | Clear documentation and product presentation |
| Post-Sales Contact Rate | <15% | Stable product and user-friendly guides |
| Customer Satisfaction | High response and resolution ratings | Strong support performance |
Additional guidelines:
Track response time, solution quality, and overall satisfaction.
Maintain updated documentation and multilingual support for all markets.
Support Infrastructure Requirements
Standard | Expectation |
| Centralised Support | All interactions must occur via the PrestaShop Marketplace messaging system |
| Documentation Maintenance | Keep all guides updated with each product version |
| Multilingual Support | Offer help in all languages where the module is sold |
Marketplace visibility recommendations
The quality of your module also affects its Marketplace visibility.
Optimise your module page for search ranking and conversion.
Search ranking factors (in order of importance)
Sales volume (downloads or purchases in the past 3 months)
Update frequency (recent updates boost placement)
Customer ratings (average rating score)
Review quantity (number of verified reviews)
Optimisation strategies
Keyword optimisation: Focus on product name and short description.
Regular updates: Maintain an active update history.
Customer satisfaction: Prioritise quality and responsiveness.
Complete information: Enrich product pages with visuals and documentation links.