Getting help
What you can change yourself, what to ask us for, and what to include when you do.
The dividing line is consistent across the whole platform: anything about your organisation is yours to change; anything about what the store sells is ours.
You, right now
Nothing here needs us, and none of it waits on anybody.
Adding people · Approval rules · Field values · Page access · Payment access · Addresses
Ask us
Things that change what the store is, rather than who uses it.
New products · Prices · Branding · A new checkout field · Payment methods
When something looks wrong
Send us the store address, the order number if there is one, and what you expected to happen. Order numbers are the real ones our team uses — the number on your confirmation is the same number we search for, so there is never anything to translate.
- Somebody can't check out and I don't know why
- Most often a required field has not been filled in for them. Check People → Team for a blank in one of the value columns — see Checkout fields.
- An order has been waiting for approval too long
- Check who it went to under Orders → Approvals. If the approver has left or is away, approve it yourself and then fix the routing — see Approvals.
- Someone says they never got their invitation
- Re-send it from People → Team. If it still does not arrive, their mail system is filtering it, and we can set their password directly instead.
- A product is missing from the store
- That is one for us. Products, prices and which store carries what are set up on our side.