Phase 3 Step 4 of 6: Support and Contact Conversion Paths
Get the right help without sending the wrong information.
TrailRunner support should route families and small businesses to the right next action: setup help, billing and cancellation, refund review, privacy questions, product guidance, or What You Need app ideas.
When the first useful action is blocked
Use this route when an app opens, but setup, first-run guidance, or the first workflow is not clear.
- Send
- App name, order email, device or browser, step completed, where you got stuck, and expected result.
- Do not send
- Passwords, private household data, sensitive business records, or payment information.
When the question is price, renewal, account, or cancellation
Use this route for subscription terms, renewal concern, account access, cancellation help, or receipt questions.
- Send
- Order email, app name, approximate purchase date, and the billing or cancellation question.
- Do not send
- Full card numbers, bank details, passwords, or unrelated account records.
When the purchase did not match the expected workflow
Use this route when the app, setup, or support path did not fit the stated need and needs review.
- Send
- Order email, app name, reason for review, what you tried, and the outcome you expected.
- Do not send
- Payment card details, private family records, customer records, or unsupported claims.
When the question is data collection, sharing, or safety
Use this route before sending sensitive context. TrailRunner should explain what is needed, avoided, and why.
- Send
- App name, privacy question, device or account context, and what data concern you want clarified.
- Do not send
- Passwords, payment details, private child details, medical details, or confidential business files.
When the app you need does not exist yet
Use this route for repeated family or business workflows that could become a TrailRunner app idea.
- Send
- Audience, repeated problem, first useful version, why someone would pay, and privacy or support concerns.
- Do not send
- Proprietary secrets, sensitive personal data, or payout assumptions before written acceptance.
Support standard
Use plain language, include the app name and order context, and never email passwords, payment details, private household details, or unrelated business records.