Prior to logging a Support Issue please follow the following steps:

Trouble-shooting Product Issues:

1. Checking merchant connectivity

First check to ensure the merchant is connected to the “Source” and “Destination” platforms.

• Go to “Merchants” from the left navigation.
• Search the merchant you are looking to troubleshoot.
• Click on the relevant sync type i.e. Product 
• For each integration, click the “Three dots” next to the header “Edit Integration”
• Select “Test Connection”
• Ensure you get a response back “Connection successful”

2. Find a product to review

• Go to the Product Sync Section and select product, stock or price
• Select the relevant filters to find the product "merchant" "SKU" or "Title"

3. Product Overview

• To review when it was last updated, how its being mapped or any responses from the channels
• View the last record from your platform and the last time it was updated
• View how it was mapped to The CrescoData format
• View how it was mapped to The Publishing Destination
• View The Publishing Destination response (will show any errors)

4. History Log

• use this to review historical records of products, when they were changed and compare records
• Here you will find logs of  "Source" changes and Publishing Destination responses as well as current records and previous records

5. Republish

• If a change has not been reflected click the Republish button on the top right
• Wait 5 minutes for the updates to sync
• In the Product Overview section review the Destination Record as well as the Destination response

Watch our video guide

Trouble-shooting Order Issues

1. Checking merchant connectivity

• First check to ensure the merchant is connected to the “Source” and “Destination” platforms.
• Go to “Merchants” from the left navigation.
• Search the merchant you are looking to troubleshoot.
• Click on the relevant sync type i.e. Order
• For each integration, click the “Three dots” next to the header “Edit Integration”
• Select “Test Connection”
• Ensure you get a response back “Connection successful”

2. Finding the Order

• Go to the Order Sync Section
• Select the relevant filters to find the order, usually "Merchant", "order#", "SKU"
• Order Overview
• Find when it was last updated, how its being mapped and if there are any response errors
• View the last record from The Publishing Destination + the response and note the date + time
• View how it was mapped to:
  • The CrescoData master format
  • To your platform's format
• Review any responses from your Platform it will show any error or rejection messages

3. History Log

• Use this to review historical changes to an order and to compare records
• It summarises any changes to an order, how it was mapped to The CrescoData format and mapped to your platform with historical responses
• You will also find historical records of changes between the current and previous records

4. Re-publish

• If a change has not been reflected for an order, click the “Re-Publish” button on the top right
• Wait 5 minutes for the order information to be resent
• Within the “Order Overview” review the destination record, as well as the destination response.

Watch our video guide

Logging a Support Issue

If the above steps do not resolve the Issue log a Support request on our Support Portal.

Please ensure you include:

• Merchant name, ID or URL in The Management Portal
• Affected Integrations
• Detailed information on the issue including Product or Order number sample
• The associated screenshots from your investigation