Reporting an issue

Store Care is work our team does on your store without being asked. When something on your store is wrong, report it as an issue and we'll fix it. There are no request slots or queues: report as many issues as you need, whenever you need to.

Report an issue

Open Store Care and click Report an issue at the top of the page.

1. What's wrong - pick Something broke, Looks wrong, An app isn't working or Something you changed
2. Store - if you have more than one store on Store Care, choose which one
3. Where - a page link, or the product or collection it's on
4. What happens - in your own words, for example "The size filter on Swim shows sizes that are sold out"
5. Screenshots - add any you have, then click Send to our team

The page tells you when we'll look at it, within your plan's response time. On Growth, issues are looked at before every other plan's.

To report a problem with a change we made, open the change in your care log and click Something's not right: the form opens linked to that change.

New work is different

Store Care fixes what's wrong. If what you type reads like something new ("add a wholesale page", "redesign the header"), a note appears under the box:

• Give to an agent - one of your agents can start on it right away, with your words as its task
• Add to next call's agenda - on Growth, when a call is booked, adds it to the call so you can talk it through with your lead

You can still send it to us as an issue if you think something is broken.

Following an issue

The Issues tab on Store Care lists your open issues first, then closed ones. Each shows where it stands:

• Received - it's with us
• Looking into it - someone on our team is on it
• Needs your reply - we asked you something; open it and answer
• Fixed - done; the issue links to the care log entry that says what we changed
• Not a fix - we explain why, for example because it's new work or works as designed

Open an issue to read our replies and answer us, with screenshots if you like. Click This is fixed when you're happy, or Still happening if it comes back.