Answering your customers
What a shopper actually sees on your store, from the buy form to the install code, so you can answer them without guessing.
What buying from you looks like
Your store asks a shopper for one thing: an email address, typed twice. There is no name field, no billing address, and no card field anywhere on the store.
A package page is both the product page and the checkout. It shows the coverage, the data, the validity, the network type and the total, then the delivery email, a repeat of it, and a pay button carrying the amount. The other sizes for the same destination sit below as cards.
Pressing pay hands the shopper to your own gateway’s payment page. The store says so before they go: payment happens on your secure payment page, and their card details never touch the store.
The address is typed twice because the eSIM goes to it and nowhere else. An order cannot be edited afterwards — there is no way to change the delivery address, and resending the delivery email sends it to the same address again.
What arrives after payment
Once your gateway confirms the payment, the eSIM is issued and the delivery email goes to the address on the order. It carries the order number and a link to the order page.
That link is the customer’s permanent handle on the order. The store puts it plainly: it never expires, and it always shows current status, install details and remaining data. Tell customers to keep it.
The order page shows the order number, which a click copies, the address the order was placed with, and the date. Its headline changes with the order: your eSIM is ready, confirming your payment, paid but not delivered yet, this order was refunded, or this order was not completed.
When a customer cannot find the email, the store has already told them to check spam and then to contact you. Your side of that is "Resend delivery email" on the order, in Orders. Mail carries your store name, so "search your inbox for the store name" is advice that works.
Installing the eSIM
The order page has two tabs. "Scan QR" draws the install code as a QR, encoded in the customer’s own browser, so the code never reaches a QR service. "Manual entry" shows the SM-DP+ address and the activation code, each with a copy button. The ICCID sits underneath, and below that are the installation steps as your provider wrote them.
The store’s own advice on the QR tab is worth repeating: scan it from a second device, and use manual entry when the phone in their hand is the phone being installed on.
On Growth and Scale you can put your logo in the middle of that QR — switch on branded QR codes under Storefront → Branding, with a logo address saved. The code is then drawn with the highest error-correction level so it still scans with the mark on top, and the manual entry tab is there either way. Without a logo saved, or on Starter, customers get a plain code.
If the provider returned no installation data, the page says so rather than drawing a guess — no install code came back with this eSIM — and it points the customer at you, not at their phone. That order is one to retry or refund from Orders.
The activation code installs the eSIM once. If a customer deletes the eSIM from their phone it cannot be reinstalled with the same code, so "delete it and try again" is never the right advice. The warning sits permanently beside the code on the order page.
Your store also carries a device check page. It teaches the *#06# dial check — dialling it shows the phone’s EID, and a phone that has one supports eSIM — so the question is answered on the handset itself, and it deliberately publishes no per-model support list — phone variants differ by market, and a wrong "supported" costs you the order.
When the package starts
Validity starts when the eSIM first connects to a network at the destination, not when it is bought. Your store says this three times over: under the package shelf, on the package page beside the pay button, and in its FAQ.
This is the question you will be asked most. A customer who buys a seven-day package a fortnight before the trip has lost nothing — the clock starts when they land and the eSIM connects. Buying days in advance costs them nothing.
The other half of the same question is data roaming. A travel eSIM needs data roaming switched on to connect abroad, and that is the fix for most reports of "no service". It is one of the three self-help items on your store’s support page, alongside the order page and the device check.
Where is my eSIM?
A customer coming back from your gateway may land on "Confirming your payment…". The order page polls for two minutes, updating itself, and the store tells them it usually takes a few seconds.
If nothing has confirmed by then, the page stops and offers a "Check again" button instead of spinning forever. It also says the two honest outcomes: a completed payment will show the eSIM here once it lands, and a cancelled one charged nothing.
When the payment is confirmed but the provider could not issue the eSIM, the customer sees "Paid, but not delivered yet" and is told your store has been alerted and will retry or refund — that they need do nothing. Your side of it is the order flagged as needing attention in Orders.
If every order sticks at "Confirming your payment…", the problem is not the customer. Open Connections and look at your payment account: with no webhook signing secret stored, nothing can tell Esimbit that a payment happened, so no eSIM is ever delivered.
When a customer has lost the link
Your store has a find-my-order page. The customer types the order number and the email they bought with, and lands on their order page. The form shows the shape your order numbers take, and the number is at the top of their confirmation email.
Both halves have to match. A wrong email and an unknown number produce the same single sentence — no order matches that number and email address together — and the page never says which half was wrong. That is deliberate: it means nobody can find somebody else’s order by guessing addresses against a number.
Repeated attempts are limited, and the page then asks them to wait a minute. A customer who has genuinely lost both can still be reached from your side: find them on Customers or Orders, open the order, and resend the delivery email.
What the data figure means
A delivered order shows a remaining-data bar, how much is left of how much, the time the figure was read, and the validity end date when there is one. Under twenty per cent left, the bar turns amber.
Where there is no figure, the page says which kind of nothing it is. Before first connection: usage has not been reported yet, check back after the eSIM first connects. Where the package has no metered allowance: your provider does not report a data allowance for this package. Where the provider reports no usage at all, it says that instead. None of them is ever shown as a zero.
A reading that fails keeps the previous numbers rather than dropping to zero, which is why every figure is stamped with the time it was read. A customer staring at yesterday’s number is looking at an old reading, not a broken eSIM. "Read usage now" on the eSIMs screen forces a fresh one.
Top-ups
A delivered order offers "Add more data" with the top-ups your catalog carries for that eSIM. The customer buys one from their own order page and pays through your gateway exactly as before.
The store states the deal in one line: a top-up loads onto this same eSIM, there is no new QR and nothing to reinstall, and the expiry date does not change.
The expiry really does not move. A customer topping up an eSIM that is about to expire is buying data, not days.
You cannot create or send a top-up from the panel. It arrives in Orders like any other order, and on the eSIMs screen it is listed against the same eSIM, tagged as a top-up rather than a purchase.
How customers reach you
Your store’s support page composes a real email. The customer picks a topic, optionally picks one of their orders, writes a message, and presses "Open in my email app". The mail opens in their own client, prefilled and addressed to your support address, with the order number in the body.
There is no ticket system, and the page says so: requests travel by email today, so the reply lands in their inbox. Everything you then do about the request happens on the order, in Orders.
The store also sets expectations about who is responsible. Help with an order comes from you, because you issued the eSIM and you are the one who can resend, retry or refund it.
Your support address is a reply-to, not a sender. Customer mail leaves from Esimbit’s verified address carrying your store name, and replies come back to the address you set on Storefront. Publish no support address and the store tells shoppers to reply to their delivery email instead.
The Customers screen
Customers is your buyer list. Four tiles across the top — total buyers, repeat rate, average lifetime value, and how many need support — then one row per email address showing orders, lifetime, active eSIMs, last order, and a state worked out for you from these four:
- First order
- Repeat — bought more than once
- Refunded
- Needs help — the buyers behind the "Need support" tile
Search by email, narrow to repeat buyers with the chip, and sort by lifetime value, most recent or order count. Clicking a row opens it in place: that buyer’s order history, each order a link into it, and their eSIMs, each a link into the eSIMs screen with the time its usage was last read.
The screen is read-only. Nothing on it changes anything: you cannot email a buyer from here, attach a note to them, export the list, or delete a customer. Resending a delivery email is done on the order.
A customer is an email address. Buyers appear here after their first completed order, and the storefront never requires an account — a shopper can make one on your store to see their orders on any device, but nobody has to, and an account on your store is not an account on anybody else’s. The screen’s own footnote is worth quoting to a nervous customer: this data belongs to your account and is never shown to other resellers.