If a letter has arrivedA demand letter about your store. The first 48 hours.
We are not lawyers and this is not legal advice. It is the practical order of operations from the people who fix the code, written for a store owner who has never dealt with this before.
Don’t ignore it, and don’t reply yet.
Most of these letters come from real law firms and carry a deadline. Write down the day it arrived and the day it asks for an answer. Don’t call the number on it and don’t write back yourself.
Get a lawyer to read it.
Ideally one who has handled website accessibility claims before. They will tell you whether the letter is genuine, what your options are and what to say. That part is theirs, not ours.
Save how your store looks today.
Before anything changes, take screenshots of the pages the letter names and duplicate your live theme in Shopify (Online Store, Themes, Duplicate). Your lawyer may need a record of the store as it was. We work in a separate copy, so your live theme stays exactly as it is until you choose to publish.
Don’t install an app as your answer.
A toolbar doesn’t change the code the letter is complaining about. In our own audit, 54% of stores running one still had a blocker in the theme underneath.
With your lawyer’s OK, send us the store and the list.
Letters usually name specific problems: a cart that can’t be reached by keyboard, images with no description, buttons with no name. Send us your store address and that list. We confirm each item by hand and tell you what else sits next to it. That check is free. Our report is a factual record of what we found and changed, and it can be shared with others, so let your lawyer decide how and when it is used.
Fix what is named, and record when.
We fix the problems in a copy of your theme within five business days, retest each one and give you a dated report: what was wrong, which WCAG rule it broke, what changed, and when it was retested. Your lawyer decides how to use it.
Keep it fixed.
Theme updates and new apps can undo fixes. According to UsableNet, 45% of the federal web accessibility lawsuits filed in 2025 named a company that had been sued before (UsableNet report). Check again after every theme update, with us or without.
What owners ask us next
Is the letter a scam?
Usually not. Most come from real law firms that send many similar claims. Your lawyer can tell you in one conversation.
Either way, if the problems it lists exist on your store, fixing them helps your customers whatever happens with the letter.
Can I just fix the site and not respond?
That is a legal question, and only your lawyer should answer it. Our part is the same in every case: fix what is broken and record when.
We already had an accessibility app when the letter came.
That is common. The app doesn’t change your theme, so the problems the letter describes were still there. You can keep the app or remove it; it doesn’t affect our work.
How fast can you start?
Usually within two business days of your message. The fix takes five business days from the day we get collaborator access.
If your deadline is tighter than that, tell us the date. We will say honestly whether we can meet it before you pay anything.
Will your report make the claim go away?
We can’t promise that, and nobody can. The report gives your lawyer facts: the problem, the rule, the change and the retest date. What that is worth in your case is for them to judge.
What does this cost on your side?
$900 for five fixes, the same as for anyone. If the letter names more than five problems, we quote the rest in writing before we start. There is no surcharge for urgency.