10 Must-Ask Questions Before Hiring a Shopify or E-commerce Agency

By grilling your potential agency with the right questions, you’ll quickly spot red flags like overpromises without proof, vague processes, or nonexistent support.

Why so strict? Because choosing the right Shopify developers agency is truly make-or-break for your online store’s success.

The agency will be your digital partner, bringing your e-commerce vision to life. Pick a great partner, and you set yourself up for growth and smooth sailing. Pick wrong, and you might find yourself rebuilding your site (and your trust) from scratch.

Prevention is key, and that starts with asking the right questions before hiring an agency – not after the contract is signed.

(For a deeper dive into what skills and capabilities to look for in an agency, check out our guide on What Skills a Great Digital Partner Should Bring to the Table .)

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10 Critical Questions That Will Reveal the True Quality of Any E-commerce Agency

Before you hire your next e-commerce or Shopify Plus agency (in London or anywhere), arm yourself with this checklist of ten must-ask questions. Each question is designed to uncover how the agency really operates. We’ll also show you what great answers sound like – and the 🚩 red flags you should never ignore.

Ready? Let’s dive into the ten questions that can save your project.

1. How do you manage projects and timelines?

Explanation:

A reliable agency should have a clear project management process and timeline. Do they use Agile sprints with set deliverables each week, or a more traditional phased schedule? Ask them to outline how they will take your project from start to finish. A well-structured timeline with milestones is a sign they plan properly (remember, poor planning is a top reason projects fail).

You want to hear that they use tools (like Trello, Asana, or Jira) and hold regular check-ins to keep everything on track. This question will reveal if the agency is organized or if they’re just winging it day by day.

🚩 Red Flag:

Vague answers or a lack of a formal timeline. If they can’t explain their process or say something like “We’ll figure it out as we go,” that’s a huge warning sign. An agency that cannot detail how they manage deadlines might leave you waiting until next Christmas for a site that was promised for this summer. Also be wary if they dodge specifics on handling delays or scope changes – it could mean they don’t handle them well at all.

💡 Pro Tip: A great answer would be something like: “We use an Agile approach. Your project will be broken into 2-week sprints with a detailed roadmap. We’ll provide a timeline with key milestones (design completed by X date, site live by Y date) and update you weekly. If anything threatens a deadline, we communicate immediately and adjust with your approval.” This shows the agency has a system, not just good intentions.

2. Who will be my main point of contact (and how do we communicate)?

Explanation:

Communication can make or break a project. You should know exactly who to turn to with questions or updates. Will you have a dedicated project manager (PM) or account manager? Or will you be communicating directly with developers and designers? Also clarify how you’ll communicate – will they set up a Slack channel for real-time chats, send weekly email updates, or schedule regular calls?

Understanding this upfront sets the right expectations on both sides. A good agency will proactively introduce you to a dedicated PM who shepherds your project and keeps you in the loop. Consistent communication means fewer surprises for you.

🚩 Red Flag:

“Just email our support and whoever’s available will respond.” If an agency can’t tell you who is responsible for client communication, that’s a major red flag . You don’t want to be bounced around or wondering who to call when something comes up.

Similarly, if they say they “rotate team members based on availability,” think twice – you might end up re-explaining your project to new people constantly. Lack of a dedicated point of contact often leads to miscommunication and things slipping through the cracks.

💡 Pro Tip: Look for an answer like: “You’ll have a dedicated PM, Sarah, who will be your go-to person. She’ll be available via email and Slack, and we schedule a 30-minute check-in call every Friday to discuss progress.” A specific answer with a name and communication plan shows that the agency values transparency and accountability. It’s reassuring to know exactly who has your back and how you can reach them whenever needed.

3. What development methodology do you use, and how do you handle change requests mid-project?

Explanation:

This question digs into how the agency works on a technical level and how flexible they are with changes. Many quality agencies follow Agile methodologies – meaning they work in iterative sprints (often 1-2 weeks long) and deliver the project in increments.

Others might use a phase-based (waterfall) approach. Neither is inherently wrong, but you want to know what to expect. More importantly, ask how they handle it if you want to change something or add a feature after development is underway – because let’s face it, things evolve once you see the work in progress.

An experienced team will have a change management process: for example, they might log new requests, assess the impact on timeline/cost, and get your approval before proceeding. This keeps everyone on the same page and avoids chaos if the project scope needs adjustment.

🚩 Red Flag:

“Changes? Sure, we can just squeeze them in anytime for free.” Beware of any agency that says yes to every change without discussing impact – they might be overpromising just to win you over. On the flip side, an agency that says “No changes allowed once we start” is equally concerning; inflexibility could mean they care more about their process than your needs.

Also be cautious if they seem confused by the concept of sprints or can’t clearly explain their development workflow. A disorganized approach here could lead to muddled work and finger-pointing later.

💡 Pro Tip: A strong answer might be: “We follow Agile. Every two weeks we plan sprint goals, and you’ll get to review what’s been built. If you request changes after we start, we have a formal process – we’ll evaluate the change, let you know if it affects the timeline or budget, and only proceed once you approve. All changes are documented so nothing gets forgotten.” This tells you the agency is both methodical and flexible – the ideal combo for navigating real-world projects where things can change.

4. What’s included in the price – and what’s not?

Explanation:

Budget surprises are the last thing you need, so pin down exactly what you’re paying for. Some agencies offer flat-rate “packages” for a Shopify store build, others do detailed line-item estimates.

Neither is bad, but you need the details. Does the quote include design revisions (and how many)? Content migration from your old site? The cost of any premium Shopify apps or themes? What about training your team to use the new site, or SEO setup, or ongoing maintenance?

By asking what’s not included, you prompt the agency to reveal any areas that could become extra charges. Reputable agencies are very clear about deliverables and any potential add-on costs. Remember, vague pricing is a common trap – you don’t want to discover later that essential features or services cost extra . Clarity now protects your wallet and prevents scope disputes later.

🚩 Red Flag:

Beware of quotes that seem too good to be true or are overly vague. If an agency says, “Yeah, we’ll build everything for one low price,” but won’t detail what “everything” means, assume some things you need are not included. ʼ

For example, if they never mention ongoing support or important features in the proposal, they might intend to charge separately for those later. A red flag answer would be dodging specifics: “Don’t worry about it, it’s all standard” or “We’ll figure out extras if needed.” Also be cautious if they get defensive when you ask for clarification – transparent agencies won’t mind you double-checking. Hidden fees and surprise add-ons often hide behind unclear answers here.

💡 Pro Tip: Look for an agency that can itemize or clearly enumerate what you’re getting. A great answer might be: “Our proposal includes UX/UI design for X pages, development of all core pages, integration of up to 5 apps, 2 rounds of design revisions, and 1 month of post-launch support. It doesn’t include the Shopify subscription, any premium app fees, or long-term maintenance – we can handle those for additional cost and we’ll list those options out.” This level of detail shows honesty. They’re not afraid to spell out what’s included (and not) because they’re confident in their value. You’ll know exactly what you’re paying for, which is exactly what you want.

5. What happens after the store goes live? (Do you offer post-launch support and maintenance?)

Explanation:

Launching your Shopify store isn’t the end of the journey – it’s the beginning. You’ll want to ensure your shiny new e-commerce site stays shiny (and functional) after customers start using it. Ask each agency what support they provide post-launch. Will they fix bugs that pop up once real users are on the site? Is there a warranty period for bug fixes? Do they offer an ongoing support retainer or care plan for things like security updates, new features, or just answering your questions as you get used to the platform? The idea here is to find out if they have your back after they’ve been paid.

The best agencies view launch as the start of a long-term partnership, not the end . Knowing the post-launch game plan will save you from the dreaded scenario of hearing crickets when you urgently need a tweak or have an issue down the road.

🚩 Red Flag:

“After we hand over the site, you’re on your own.” If an agency doesn’t have any formal post-launch support, or they upcharge an absurd amount for a simple question after go-live, consider that a big warning. Also, if they say something like “We don’t really do ongoing support” or hesitate when you ask about maintenance, that’s not a good sign. Even if you don’t think you’ll need much help later, it’s important to have some safety net. Another red flag is an agency that promises support but won’t put it in writing or define it – that support might evaporate when you actually need it.

💡 Pro Tip: A strong answer sounds like: “Absolutely – we include 30 days of free support after launch to fix any bugs or issues. We also offer optional maintenance packages if you’d like us to continue helping out. For example, our basic retainer covers up to 5 hours of updates/month.” This shows they stand by their work and won’t abandon you after delivery. Even if you don’t sign on for a retainer, knowing they’re available is peace of mind. Bottom line: a great agency won’t just launch your site and ghost you; they’ll offer ways to keep helping your store succeed.

6. Can I get all our agreements (proposal, specs, etc.) in writing?

Explanation:

This might sound less exciting than design or features, but it’s critical. You need a paper trail (or digital trail) of what’s been promised.

Ensure that everything you discuss and agree on – from timeline, to features, to payment terms, to post-launch support – is documented in a formal proposal or contract. A verbal “yeah, we’ll do that” means nothing if it’s not written down. This question will reveal how organized and transparent the agency is.

A professional agency will often proactively provide a detailed Statement of Work (SOW) or proposal document without you even asking. If they didn’t, you absolutely should ask for it.

Having it in writing protects both you and the agency and sets clear expectations. No one wants a misunderstanding where you say “But you promised X” and the agency replies “We didn’t know you wanted X.” As the saying goes, if it’s not documented, it didn’t happen.

🚩 Red Flag:

If an agency hesitates to put things in writing, run. Vague promises like “Trust us, we got you” or “we’ll handle it, no worries” are not enough. A clear contract with defined deliverables protects both you and the agency – any reluctance here is a serious red flag.

Also be wary of an agency that provides a contract but it’s one page long and very generic, with no specifics about your project – that’s almost as bad as nothing. It could indicate they haven’t really thought through your project details, or worse, that they want wiggle room to not deliver something. Everything agreed upon (features, number of revisions, timelines, responsibilities, etc.) should be explicitly written. If it’s not in the contract, assume you won’t get it.

💡 Pro Tip: The ideal scenario is the agency says “Of course – we’ll send over a detailed proposal/contract. It will include the project scope, timeline with milestones, all deliverables, costs, and terms. We can walk you through it to make sure it covers everything we discussed.” This response shows professionalism and a commitment to transparency. It also indicates they have an established process (since they have templates ready to go). When you get the document, read it carefully! A great agency will encourage you to review it and ask questions. They want you to be comfortable and confident before signing, not confused.

7. Are you a certified Shopify Partner (or Shopify Plus agency), and what is your experience with the Shopify platform?

Explanation:

When you’re specifically looking to hire a Shopify agency, it’s smart to check their Shopify credentials and expertise. Shopify Partner status (and especially Shopify Plus Partner if you’re aiming for Shopify Plus) is a strong indicator that the agency knows their stuff. Being a certified partner usually means the agency has proven experience, access to Shopify’s partner resources, and a track record of successful projects on the platform.

Experience matters too: ask how many Shopify projects they’ve done, and if they have case studies or examples of Shopify stores similar to what you need. If they’ve worked with your industry or on stores with similar features, that’s a bonus. Basically, you want to ensure your project won’t be the first time the agency is tackling something at your scale or complexity. Platform expertise ensures your project won’t become a learning exercise for the team at your expense .

🚩 Red Flag:

If the agency is not a Shopify Partner or can’t clearly explain their Shopify experience, be cautious. Answers like “We’ve dabbled with Shopify” or “We can learn it as we go” are big red flags – you don’t want to pay for on-the-job training.

Also, if you’re a larger brand needing Shopify Plus features and they’ve never done a Plus project, that could be risky. Lack of any official partner badge or certifications isn’t a deal-breaker by itself, but it puts more weight on their portfolio – they better have stellar Shopify projects to show.

Another red flag is if they bad-mouth the need for expertise (e.g. “Shopify is easy, anyone can do it”) – this often hides inexperience. The platform may be user-friendly, but scaling an e-commerce business on it requires skill.

💡 Pro Tip: Good agencies will proudly share their Shopify credentials. A great answer: “Yes, we’re an official Shopify Partner agency and have built 50+ Shopify stores. In fact, we’re also a Shopify Plus Partner, which means we’re trusted for high-volume projects. We can show you a few case studies of stores we’ve developed – for example, we helped a London fashion retailer migrate to Shopify Plus and increase their online sales by 30%.”

This kind of response highlights both certification and experience. It tells you the team is up-to-date with the platform’s best practices and has a successful track record – exactly what you want in a Shopify development agency.

8. Can you show me examples of past e-commerce projects or provide client references?

Explanation:

You’ve heard the promises – now it’s time for proof. A reputable e-commerce agency should have a portfolio of past projects and happy clients. Ask to see case studies or live websites they’ve built, especially ones similar to your project (same industry, similar size, or specific features).

This will give you a sense of their design style, the complexity they can handle, and the results they’ve achieved. Even better, see if they’ll provide a reference or testimonial from a previous client.

Talking to someone who has worked with the agency can be eye-opening – you can ask about what it’s like to work with them, how well they met deadlines, and if there were any issues. A reliable agency will be proud to show off their success stories. (Pro tip: At Fourmeta, we often share how projects impacted our clients’ metrics – e.g., a recent Shopify Plus build led to a +21% conversion rate increase for a fashion brand . Concrete results speak volumes.)

🚩 Red Flag:

If an agency has no portfolio or very few details to share, that’s a bad sign. Beware of excuses like “Our projects are all under NDA” (every agency might have one or two NDA-bound projects, but they should still have some showcase).

Also watch out if their portfolio examples are unrelated to e-commerce (e.g., mostly simple brochure websites or if they can’t show any Shopify stores). It might mean they’re padding experience. Another red flag is if they won’t let you talk to any past clients – either they don’t have satisfied clients willing to speak, or they’re hiding something.

Finally, be cautious if the work they show looks sloppy, outdated, or all the same – it could indicate a lack of quality or versatility.

💡 Pro Tip: Great agencies often have case studies on their website. An ideal answer to this question: “Sure, we have a bunch of examples. Take a look at these three Shopify stores we built – [Client A] in fashion, [Client B] in electronics, [Client C] in food & drink. We also have written case studies detailing what we did and the results. If you’d like, we can arrange a quick chat with one of our past clients so you can hear about their experience working with us.”

An answer like that shows confidence in their work. They have nothing to hide and everything to brag about (in a good way). When you review their work, look for projects that match what you need and feedback that confirms the agency delivers on promises.

9. Who actually will be working on my project, and is your team in-house or outsourced?

Explanation:

It’s important to know who is behind the curtain. When you hire a Shopify agency, you assume you’re getting a certain team of experts – but sometimes agencies outsource work or shuffle projects among freelancers.

There’s nothing inherently wrong with using external help, but transparency here is key. Ask the agency to introduce the core team for your project. Typically, that’s your project manager, plus the designer(s), developer(s), and any specialists (like SEO or copywriting if relevant).

Are these folks full-time in-house staff or contractors from who-knows-where? An agency with a strong in-house team might have more control over quality and communication. If they do use third-party developers or off-shore teams, you should know that and understand how they ensure quality and consistency.

Ultimately, you want to feel confident that the people building your store are skilled, vetted, and on the same page – not a rag-tag bunch assembled at the last minute.

🚩 Red Flag:

The agency refuses to give specifics (“We have a big team, don’t worry about it”) or you notice hesitation when naming team members. That could mean they haven’t assigned your project yet or plan to farm it out to the lowest bidder.

Another red flag is if all their developers are anonymous or you can’t find any team info on their website – why so secretive? Also be cautious if they say something like “We’ll hire freelancers as needed” – you might end up paying for the agency’s learning curve in managing new contractors. Inconsistent quality or missed deadlines often happen when an agency outsources without solid oversight.

If they outsource overseas, time zones and language barriers could also impact communication – not a deal-breaker if managed well, but a potential risk if not acknowledged.

💡 Pro Tip: Listen for an answer that names names and roles. For example: “Your project will have a dedicated team of five: John will be your PM, Alice is the lead designer, Bob and Priya are our senior Shopify developers (both are Shopify-certified developers with 5+ years experience), and Sarah will handle QA. All work is done in-house by our team here in London, but we do have additional specialists we bring in for SEO and content if needed.” This kind of answer is gold. It shows the agency knows exactly who’s doing what, and they trust their people enough to put them forward. You get peace of mind that you’re hiring a cohesive team, not a mystery squad.

10. Will I own the website and have full access to everything once it’s launched?

Explanation:

Finally, don’t overlook ownership and access rights. When your new Shopify site is ready to roll, you should have full control over it – it is your business, after all. Ask the agency what happens at handover. Will you be the owner of the Shopify store and all its assets (theme code, images, custom apps, etc.)? Ensure that you’ll receive admin access to the Shopify account, as well as any other relevant accounts (like third-party plugins, analytics, or domain settings).

The last thing you want is to discover you’re somehow locked out or dependent on the agency for every little change. Also, clarify if the agency has any proprietary code or licenses in the project – for instance, if they built a custom app for you, do you get the source code?

Most reputable agencies build on your Shopify account (or transfer it to you at project’s end) and consider the work product yours after final payment. But it’s wise to confirm, so you don’t end up in a hostage situation where you can’t even change your homepage banner without the agency’s help.

🚩 Red Flag:

The agency gets dodgy about giving you admin access or says things like “We’ll manage everything, you don’t need access.” Huge red flag. It might indicate they want to keep you dependent on them, or worse, they plan to reuse parts of your site for other projects.

Also be wary if they insist on using their own Shopify account or apps licensed under their name without a clear path to transfer – that could complicate things if you part ways. An example bad sign: “We keep the code on our repo, you don’t really need it.” Nope – you do need it. Essentially, any hesitation to relinquish control once you’ve paid is unacceptable. It’s your store; you should have the keys.

💡 Pro Tip: The answer you’re looking for: “Of course – everything we build will be owned by you. We’ll develop the store in your own Shopify account (or transfer ownership to you at the end). You’ll have full admin access. We’ll also hand over any code repositories, design files, or assets. It’s your intellectual property once the project is complete.” An agency that says this understands partnership – they’re empowering you, not trapping you.

For extra safety, ensure the contract also states that you own the deliverables. That way, you’re free to work with anyone you want in the future, even if that’s another agency or an in-house team. A trustworthy agency won’t flinch at that – they know they need to earn your ongoing business, not enforce it by locking you out.

Bonus: Use a Side-by-Side Agency Comparison Sheet

Vetting multiple agencies? It can be helpful to compile all these answers into a comparison spreadsheet. This way, you can see at a glance how each candidate stacks up on the things that matter. We recommend creating a simple checklist or table with columns for each key factor, such as:

• Agency Name – (Including location, e.g., are they a local London Shopify agency or remote?)
  
  
• Shopify Credentials – e.g., Shopify Partner status, Shopify Plus expertise, other certifications.
  
  
• Project Management & Tools – What methodology they use (Agile, etc.) and tools (Jira, Trello, Slack) for communication.
  
  
• Team & Access – Who is your PM and team, and do you get direct access to them (and ultimately to the code/store).
  
  
• Support Model – Post-launch support offered (warranty period, maintenance plans, SLAs).
  
  
• Total Price & Payment – The quoted price, what it includes, and payment terms (deposit, milestones, etc.).
  
  

Using a comparison sheet turns the vetting process into an apples-to-apples evaluation. You’ll quickly spot, for example, which agency has the strongest credentials, or which one offers the best support package. It also helps you identify trade-offs: maybe Agency A is cheaper upfront but offers no support, whereas Agency B costs more but includes 3 months of support and has better credentials. What’s more, having everything in writing (even your own notes) can be a sanity check against any sales fluff you hear in meetings.

💡 Pro Tip: We’ve put together a free Agency Comparison Checklist you can download to simplify this process (the same one we use internally when we’re on the client side of hiring). It’s a spreadsheet where you can plug in the info for each agency you talk to.

Download our free checklist and save yourself from juggling details in your head – plus make a more informed, objective decision. (It even includes a column to score each answer, so you can rate which agency feels like the best fit!). 🚀

(Psst… using a tool like this also impresses agencies a bit – they’ll see you’re an organized, thorough client. The good ones will appreciate that; the not-so-good ones might feel exposed.)

Real Talk: What a Good Answer Looks Like (Good vs. Bad)

It’s worth illustrating how the differences in agency answers can be night and day. Below are a few examples of questions and what you might hear in response – the good answers versus the 🚩 red flags. Use this as a reference when you’re evaluating responses.

As you can see, great agencies give you specifics, transparency, and confidence in their answers. They name names, give concrete processes, and set clear boundaries.

Red flag answers tend to be wishy-washy, overly casual about important details, or non-committal. If you start hearing too many answers from the right-hand column, you know this might not be the partner to trust with your e-commerce baby.

Final Thoughts: Your Agency Should Earn Your Trust — Not Demand It

Choosing an e-commerce agency is a big deal, and it’s okay (in fact, essential!) to take your time and ask tough questions. The right agency will welcome your questions and answer them with honesty and enough detail to make you comfortable.

In contrast, if an agency gets irritated or gives you fluff like “Don’t worry about it, we got this, just trust us” without backing it up – consider that a sign to keep looking. Trust isn’t given, it’s earned through transparency, competence, and proof.

One more insider tip: pay attention to the questions they ask you. The best partners will be just as keen to understand your business, goals, and challenges. If an agency isn’t asking you about your target audience, your conversion goals, your current pain points – that could indicate they’re not really interested in a partnership, just a transaction. You want someone who’s invested in your success, not just your invoice.

At the end of the day, you’re not just hiring a bunch of Shopify developers in an agency; you’re hiring a team that should guide you, advise you, and execute your vision. Look for signs of process, proof, and a genuine desire to help your business grow. Steer clear of the 🚩 red flags we discussed. And trust your instincts – if something feels off in the courting phase, it likely will be worse later on.

Ready to see how a proven e-commerce team handles these 10 questions (and any others you have)? Book a free discovery call with Fourmeta. No pressure, just straight answers and clarity. We’re confident in our process – and we’d love the chance to earn your trust and help bring your e-commerce vision to life. Let’s build something great together! 🚀

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