Support

Use this guide to open faster, higher-quality support requests and reduce resolution time.

Before You Contact Support

1. Check troubleshooting-faq for common fixes.
2. Confirm the issue can be reproduced.
3. Capture key identifiers and timestamps.

Information to Include

• Store domain.
• Affected affiliate ID.
• Example order ID and date/time.
• Screenshot of relevant admin or affiliate views.
• Short summary of expected vs actual behavior.

For technical issues, also include:

• Webhook event ID or delivery attempt details.
• API endpoint and response code (if applicable).
• Whether the issue is in staging or production.

Recommended Ticket Format

1. Issue summary in one sentence.
2. Steps to reproduce.
3. Exact result observed.
4. Expected result.
5. Attached evidence.

Escalation Guidance

• Mark outages affecting payouts or attribution as high priority.
• Mark possible security or privacy incidents for urgent review.
• Include business impact details for faster triage.

Security and Privacy Note

• Do not post sensitive personal or payout data in public channels.
• Share sensitive information only through secure, authenticated support paths.