We want you to experience as few problems as possible when working with our platform. And we are always interested in answering your questions as accurately and as quickly as possible, so we ask you to pay attention to a few things.
"What? Where? When?" principle
A meaningful request should contain answers to the questions "What is happening?", "Where is it happening?" and "When is it happening, under what conditions?".
An example of a proper request
What's happening? — For example, "The attribute values of the products were not updated during import"
Where is it happening? — "One of the products with which we see the problem is SKU 1656345-s, the link to the product page is
http://domain.com/product"When is it happening, under what conditions? — "We tried to update the Weight attribute of the products using import, please find the import table attached"
General approach
If you have a question about working with the admin panel, check to see if one of our guides has an answer to it. Perhaps it has, and you won't have to wait.
Try to describe the issue/problem you are facing in as much detail as possible. Too short or inaccurate a description is a waste of your time, first of all. Our specialist will still need to ask you clarifying questions to be able to help you.
If you have a problem, please describe in detail the sequence of actions you took before the problem occurred so that we can recreate the situation.
If you are unable to do something, ask us a question. Describe what result you want to get and what task you would like to solve with these actions.
Problems with products/website pages/orders
If the question or problem is related to a specific page of the website, indicate which page, and add a link to this page to your request.
If the issue is related to a specific product on the website, please provide the product SKU or the product page URL.
If possible, attach a screenshot to your question. If possible, do not crop the screenshots so that we can immediately see which page or setting you are talking about.
If there are problems with the display of products/pages, please indicate in which operating system/browser you observe the problem. This is especially important for questions for the mobile version.
If you encounter errors while working with orders, please indicate the order number in which you observe the problem.
Questions about import
If you encountered a problem while importing products, please attach the import file with which you are having problems.
Specify what actions you are trying to perform — importing new products, updating data (which exactly) of existing products.
Indicate which columns you have mapped when importing
If possible, provide an example of the product SKU in the file with which the problem occurred.
Contact via mail/messengers
If you create a request not in the chat in the admin panel of your website, but, for example, via messenger, be sure to specify the domain of your website in the request.
What not to do
You can ask all your questions in one chat. There is no need to create separate chats for each question.
Please do not duplicate chats with the same questions, as this will not speed up the processing of your requests, but, unfortunately, will only slow it down.
Please do not write meaningless messages (e.g., question marks, dots, etc.) in chats — this does not help speed up the processing of your request.
Waiting time
We understand that waiting can be annoying, but believe us, our support specialists do not waste time or drink tea or do other things while you wait.
We try to answer all your questions as quickly as possible, requests are processed in the order of priority and the speed of response depends on the number of requests at a particular time and the complexity of these requests.
Properly filling out a support request will help you get a comprehensive answer to your question as soon as possible, not only for you but also for our other customers.
Thank you for your understanding!