Prior to Logging a Support Issue

Before submitting a support request, follow these troubleshooting steps:

Troubleshooting Product Issues

1. Checking Merchant Connectivity:

• Navigate to Merchants from the left menu.
• Search for the merchant you need to troubleshoot.
• Click on the relevant sync type (e.g., Product).
• For each integration, click the three dots next to Edit Integration.
• Select Test Connection and ensure you receive a “Connection successful” response.

2. Finding a Product to Review:

• Go to the Product Sync section.
• Select Product, Stock, or Price.
• Use filters to locate the product by Merchant, SKU, or Title.

3. Product Overview:

• Check the last update timestamp and mapping details.
• Review how the product is mapped to The CrescoData format.
• Review how it is mapped to the Publishing Destination.
• Check Publishing Destination responses for errors.

4. History Log:

• Review historical records of product changes.
• Compare Source changes and Publishing Destination responses.

5. Re-publish:

• If changes are not reflected, click Republish (top-right).
• Wait 5 minutes for updates to sync.
• Review the Destination Record and Destination Response under Product Overview.

📺 Watch our video guide for additional support.

Troubleshooting Order Issues

1. Checking Merchant Connectivity:

• Navigate to Merchants from the left menu.
• Search for the merchant you need to troubleshoot.
• Click on the relevant sync type (e.g., Order).
• For each integration, click the three dots next to Edit Integration.
• Select Test Connection and ensure you receive a “Connection successful” response.

2. Finding an Order:

• Go to the Order Sync section.
• Use filters to locate the order by Merchant, Order #, or SKU.

3. Order Overview:

• Check the last update timestamp and mapping details.
• View the Publishing Destination record and response (note date and time).
• Review mapping details:
  • CrescoData master format
  • Your platform’s format
  • Platform response (to identify errors or rejections)

4. History Log:

• Review historical changes to the order.
• Compare current and previous records.

5. Re-publish:

• If changes are not reflected, click Re-Publish (top-right).
• Wait 5 minutes for the order information to be resent.
• Review the Destination Record and Destination Response under Order Overview.

📺 Watch our video guide for further assistance.

Logging a Support Issue

If the issue persists after troubleshooting, log a Support Request on our Support Portal with the following details:

• Merchant Name, ID, or URL in the Management Portal.
• Affected Integrations (e.g., Product Sync, Order Sync).
• Detailed issue description, including a sample Product or Order number.
• Screenshots from your investigation.