How to submit a ticket for Virtual Shopping technical support

Here, we'll detail out all the steps and details we need to be able to quickly and efficiently investigate any issues you encounter depending on where you encounter the issue.

Store App Issues

In order for the Virtual Shopping Technical Support Team to support any technical queries related to the Store App, there are KEY pieces of information required to fully investigate any issues raised.

KEY information required to provide the appropriate support for Store App technical support queries includes:

• The Full Name of the affected individual(s) and their email address used to login as this allows us to accurately locate the specific accounts.

• Merchant Name, Region & Store Location this allows us to further investigate based on the appropriate merchant instance, region, or store location.

• Supporting evidence in the form of screenshots and videos allows for a fuller, more real-time view of the issue and steps leading to the problem, which will aid with a faster resolution.

• Date and time (including timezone) the issues occur is required as this allows for the VS technical support teams to look into the records based on the specified timeframes in order to pinpoint the issue.

• Steps leading to the issue will aid any replication and understanding of the issue for our technical teams.

It is always important to specify the platform the issue relates to (for example, the Store App, Dashboard, or On-Site chat) as these issues are separate and are investigated differently. See guidance related to Dashboard or Onsite chat related issues.

Common issues

📱Devices

Different devices can behave differently with the Store App, so it is important for us to know which specific device is being used, as well as the Device software version.

#️⃣ Store App Version

New store app version releases are common, and we always need to know which Store App version this issue occurred under in order to understand or replicate the issue. Where users have an older version of the app, the first step will be to ensure they are on the latest version of the application, dependent on iOS or Android.

Earlier versions of the Store App may contain bugs that have been addressed in later/current versions of the app.

💡 Store App Feature

It’s important to pinpoint exactly which feature of the Store App the issue is occurring on, as well as the exact steps leading to the issue, as this will aid any replication and understanding of the issue for our technical teams.

It is important to provide this required information and as much additional context as possible to help us to get a quick resolution on the issue. When reporting an issue, if you’ve already done some troubleshooting, make sure to communicate this with us so we can consider these steps taken in our response.

Required information

KEY information required to provide the appropriate support for Store App technical support queries includes:

What info we need	Why we need it
Full Name of affected individual(s) & email address used to login	This allows us to accurately locate the specific accounts.
Merchant Name, Region & Store Location	Allows us to further investigate based on the appropriate merchant instance, region, or store location.
Store App version	New store app version releases are common, and we always need to know which Store App version this issue occurred under in order to understand or replicate the issue. Where users have an older version of the app, the first step will be to ensure they are on the latest version of the application, dependent on iOS or Android. Earlier versions of the Store App may contain bugs that have been addressed in later/current versions of the app.
Device and Device Version	Different devices can behave differently with the Store App, so it is important for us to know which device is being used.
Device Software Version	Device software interacts with the Store App in different ways, so knowing the software version can help us troubleshoot.
Platform issue relates to	It is always important to ensure we clarify whether we are talking about a Store App account issue as issues related to Dashboard accounts or other platforms are separate and will be investigated differently.
Feature issue relates to	It’s important to pinpoint exactly the feature that is not working as this will aid any replication and understanding of the issue for our technical teams.
Steps leading to issue	If we know the steps leading to the issue, this will aid any replication and understanding of the issue for the technical teams.
Supporting evidence highlighting steps leading to actual issue (Preferably in the form of a video or screenshots)	Supporting evidence in the form of screenshots and videos allow for a fuller picture of the issue and can lead to a faster investigation and resolution. We always recommend providing videos as this gives the most detail.
Date/Local Time issue occurred	Knowing the exact date and time the issues occur allows for the VS technical support teams to look into the records based on the specified timeframes in order to pinpoint the issue.

Dashboard issues

Required information

KEY information required to provide the appropriate support for Dashboard technical support queries includes the following:

What info we need	Why we need it
Full Name of affected individual(s) & email address used to login	These pieces of information allow us to accurately locate the specific accounts.
Merchant Name, Region & Store Location	Allows us to further investigate based on the appropriate merchant instance, region, or store location.
URL used to login to Dashboard	There are two instances of the Dashboard, US and EU, and it is important to know which URL is being used so we can validate if it is the correct one.
Platform issue relates to	It is always important to ensure we clarify whether we are talking about a Dashboard account issue as issues related to Store App accounts or other platforms are separate and will be investigated differently.
Dashboard Feature	It’s important to pinpoint the correct feature in Dashboard which is not working so that we can ensure we are spending time investigating the correct feature
Steps leading to issue	If we know the steps leading to the issue, this will aid any replication and understanding of the issue for the technical teams.
Supporting evidence highlighting steps leading to actual issue (Preferably in the form of a video or screenshots)	Supporting evidence in the form of screenshots and videos allow for a fuller picture of the issue and can lead to a faster investigation and resolution. We always recommend providing videos as this gives the most detail.
Date/Local Time issue occurred	Knowing the exact date and local time the issues occur allows for the VS technical support teams to look into the records based on the specified timeframes in order to pinpoint the issue.

Other Technical Support Scenarios - (ie On-Site Chat) Bug/Incident

Required information

Key information required when submitting non-Store App or Dashboard BUG/INCIDENT tickets (where applicable).

What info we need	Why we need it
Full Name, email address, or username (Where Applicable)	These pieces of information allow us to accurately locate the specific accounts.
Merchant Name, Region, & Store Location	Allows us to further investigate based on the appropriate merchant instance, region, or store location.
Platform issue relates to	It is always important to ensure we clarify what platform we are talking about - is it the on-site chat? Data API? Something else?
Feature issue relates to	It’s important to specify the feature that is not working within the described platform as this will aid any replication and understanding of the issue for our technical teams.
Steps leading to issue	If we know the steps leading to the issue, this will aid any replication and understanding of the issue for the technical teams.
Supporting evidence highlighting steps leading to actual issue (Preferably in the form of a video or screenshots)	Supporting evidence in the form of screenshots and videos allow for a fuller picture of the issue and can lead to a faster investigation and resolution. We always recommend providing videos as this gives the most detail.
Date/Local Time issue occurred	Knowing the exact date and local time the issues occur allows for the VS technical support teams to look into the records based on the specified timeframes in order to pinpoint the issue.

Other Technical Support Scenarios - (ie On-Site Chat/Dashboard) Task/Request

Required information

Key Information required when submitting non Store App TASKS tickets (where applicable).

What info we need	Why we need it
Merchant Name, Region, & Store Location (Where Applicable)	This lets the team know who is asking for this item and where we need to implement any changes.
Merchant Environment (Where VS is deployed) - Staging or Production?	It is always important to specify the environment for the requested change so this can be actioned accordingly.
Platform and/or Feature issue relates to	It’s important to specify the platform and/or feature the request relates to.
Expected Outcome	What is the desired outcome of completing this task? What is the end goal? This will assist us in ensuring the task is complete with the end goal in mind.
Supporting media or documentation to complete the task	The supporting documentation or media, like spreadsheets or screenshots, are sometimes essential for completing the task, so please ensure they are provided in the required format.