Creating Clear Support Boundaries in Wix Ecommerce

Learning Objectives

By the end of this chapter, you will be able to:

• Set clear boundaries between ongoing support and billable work
• Define what counts as additional work in Wix ecommerce projects
• Communicate your support policy effectively to clients
• Prevent scope creep and unpaid work requests

Introduction

After launching a Wix ecommerce site, you'll get requests from clients. Some want quick fixes, others want major changes. Without clear boundaries, you'll end up doing unpaid work while your client assumes everything is included in the original price.

This chapter shows you how to define what you'll do for free and what costs extra. You'll learn to communicate these boundaries upfront, so both you and your client know exactly what to expect after launch.

Lessons

Setting Your Support Categories

The first step is deciding what counts as support versus billable work. This stops confusion later.

Step 1: List typical post-launch requests you receive. These might include fixing broken links, updating product descriptions, or adding new payment methods.

Step 2: Split these into two categories – included support and billable work. Simple fixes and minor updates usually count as support. New features or major design changes are billable.

Step 3: Write down specific examples for each category. This makes it crystal clear when you need to quote additional work.

What's typically included in support:

• Fixing broken functionality
• Minor content updates (changing a phone number or address)
• Basic troubleshooting
• Software updates that don't affect design

What's typically billable work:

• Adding new product categories
• Design changes beyond the original scope
• New integrations with third-party tools
• Custom functionality requests

Creating Your Support Policy

Once you know what's included and what isn't, document it properly.

Step 1: Write a simple support policy document. Keep it short and use plain English. Avoid legal jargon that confuses clients.

Step 2: Include specific timeframes. For example, you might offer 30 days of support after launch, then charge for further work.

Step 3: Add examples of common requests and whether they're included or billable. This prevents arguments later.

Step 4: Set response times. Let clients know when they can expect replies to support requests.

Communicating Boundaries to Clients

Having boundaries means nothing if your clients don't understand them. Here's how to explain your policy without sounding harsh.

Step 1: Introduce your support policy during the project planning stage, not after launch. This gives clients time to ask questions.

Step 2: Explain the reasoning behind your boundaries. Help them understand that clear boundaries mean better service for everyone.

Step 3: Get written agreement on your support terms before starting work. Include your policy in your contract or project proposal.

Step 4: Remind clients about boundaries when relevant situations arise. Do this politely but firmly.

Practice

Think about your last three client projects. Write down any post-launch requests you received and categorise them as support or billable work using the guidelines from this chapter.

If you received requests that you now realise should have been billable but you did for free, note what you could have said to explain why additional payment was needed.

FAQs

How do I explain to clients why some changes cost extra?
Focus on the value you're providing and the time involved. Explain that substantial changes require the same planning and expertise as the original project. Most clients understand when you frame it this way.

What if a client argues that something should be included in support?
Refer back to your written policy and the examples you provided. Stay professional but stick to your boundaries. If you give in once, they'll expect it every time.

How long should I provide free support after launch?
This depends on your business model, but 30 days is common for small projects. Larger projects might include 60-90 days. The key is being consistent across all clients.

Should I offer maintenance packages instead of ad-hoc billing?
Yes, monthly maintenance packages can work well. They provide predictable income for you and budget certainty for clients. Include a set number of hours per month with additional work billed separately.

Jargon Buster

Support Boundaries – Clear rules about what help you'll provide for free versus what requires additional payment

Billable Work – Tasks that fall outside your included support and require separate payment

Scope Creep – When a project gradually expands beyond its original brief, usually without additional payment

Maintenance Package – A monthly service that includes regular updates, security checks, and minor changes for a fixed fee

Wrap-up

Clear support boundaries protect both you and your clients. They prevent misunderstandings, ensure you get paid for your work, and help clients budget properly for their ongoing website needs.

Start your next project by explaining your support policy upfront. Most clients appreciate the clarity, and those who don't are often not the clients you want anyway.

Remember, good boundaries make for better client relationships, not worse ones. When everyone knows what to expect, projects run more smoothly and clients are happier with the service they receive.

Ready to learn more about managing client relationships? Check out our other courses at https://www.pixelhaze.academy/membership