When you’re dealing with a live store, every minute counts. Having the right information ready before contacting support can dramatically speed up diagnosis, reduce back‑and‑forth, and get you to a resolution faster—especially when multiple teams, systems, or integrations are involved.

Below is a practical checklist of what information merchants should prepare in advance, plus tips on how to share it so support can help you as quickly and accurately as possible.

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1. Clearly define the problem

Before reaching out, write down a short, precise description of what’s wrong. Support agents triage and prioritize based on clarity, impact, and urgency.

Include:

• What is happening:
  • Example: “Customers can’t complete checkout; they get an error after clicking ‘Pay now.’”
• What you expected to happen:
  • Example: “After clicking ‘Pay now,’ customers should see an order confirmation page and receive an email.”
• Who is affected:
  • Single customer, some customers, all customers, only one region, only one device, only admins, etc.
• When it started:
  • Exact date/time or approximate window when you first noticed the issue.
• How often it happens:
  • Always, sometimes, rare edge case, only under certain conditions.

This initial problem summary will significantly reduce clarification questions and help support quickly route your case to the right specialist.

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2. Provide your account and store details

Support needs to locate your account and verify permissions. Having these details ready avoids delays:

• Legal business name and store name
• Store URL / domain (e.g., https://yourstore.com)
• Account email associated with your merchant account
• Your role and access level (Owner, Admin, Staff, Developer, etc.)
• Merchant ID / Account ID, if your platform uses one
• Region and time zone, especially if scheduling follow‑ups

If you manage multiple stores or environments (e.g., staging vs production), clearly specify which one is affected.

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3. List recent changes before the issue started

Many issues trace back to something that changed—settings, apps, code, or infrastructure. Prepare a brief “change history” for the timeframe when the issue began.

Include:

• New apps, integrations, or plugins installed
• Apps or integrations updated or removed
• Theme or template changes, including custom code edits
• Payment/shipping/tax settings updated
• System migrations, such as moving to a new platform or domain
• Infrastructure changes, such as CDN, DNS, hosting, or firewall updates
• User permissions changes or new staff accounts

If possible, provide exact dates/times for these changes. This helps support quickly identify likely root causes.

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4. Gather exact error details

If you’re seeing errors, be as precise as possible. A screenshot or full message is far more useful than “It shows an error.”

Have ready:

• Full error message text (copy and paste it if possible)
• Error codes or IDs (e.g., HTTP status codes like 400/403/500, gateway error codes, order IDs)
• Where the error appears (checkout page, admin dashboard, app settings, webhook logs, etc.)
• Frequency of the error (every time, only certain orders, only certain products or customers)

If you can, also note:

• Exact URL where the error happens
• Any correlation IDs or request IDs visible in logs or error screens
• Any reference number already displayed (some systems generate case or incident IDs on error pages)

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5. Document steps to reproduce the issue

Support teams need to see the issue themselves to debug it effectively. Clearly described, repeatable steps are one of the most valuable things you can provide.

Prepare:

• Step‑by‑step instructions starting from a neutral point (e.g., homepage or admin login)
• Inputs used at each step, such as:
  • Product selected (SKU, variant, price, etc.)
  • Checkout info (shipping country, method, discount code)
  • Payment method used
• Expected result vs actual result at each step

Example:

1. Go to https://yourstore.com/products/blue-shirt
2. Add size M to cart
3. Go to checkout
4. Choose shipping to Canada
5. Select credit card payment
6. Click “Pay now”
7. Actual: Receive error “Payment failed: 500”
   Expected: Order confirmation screen

The more precisely you can define this path, the faster support can reproduce and investigate the issue.

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6. Collect affected order and customer examples

For transaction‑related issues (payments, refunds, failed checkouts, missing orders, etc.), support often needs real examples.

Have ready:

• Sample order IDs (both successful and failed if relevant)
• Related customer emails or IDs (mask or omit sensitive data if required by your policies)
• Dates and times of the affected orders
• Payment methods used (card, PayPal, wallet, etc.)
• Any error or decline messages from the payment provider or bank

If only certain orders are affected—for example, only international orders, orders with specific shipping methods, or orders over a certain value—note these patterns.

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7. Share environment and device information

Some issues are device‑specific or environment‑specific. Before contacting support, gather:

• Browser and version (Chrome, Safari, Firefox, Edge, etc.)
• Device type (desktop, mobile, tablet) and OS (Windows, macOS, iOS, Android)
• Whether the issue occurs in private/incognito mode
• Whether it occurs on different browsers or devices
• Any VPN, proxy, or ad‑blocker in use

If the problem occurs only under specific conditions (mobile Safari, logged‑in customers, incognito mode, etc.), call that out clearly. This speeds up isolating front‑end vs back‑end issues.

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8. Include screenshots, screen recordings, and logs

Well‑chosen visuals and logs can cut troubleshooting time dramatically.

Screenshots

Capture:

• The full browser window, including URL bar and any visible messages
• Any on‑screen errors or warnings
• Key configuration pages (e.g., payment settings, shipping rules) that might be misconfigured

Annotate or highlight the relevant areas if the screenshot is busy.

Screen recordings

For complex flows, record:

• The entire journey from start to error
• Any unusual loading or redirect behavior
• Time‑stamped video if possible

Tools like Loom, OBS, or built‑in OS recording work well. Make sure URLs and steps are visible.

Logs and technical details

If your team has technical access, gather:

• Server logs, error logs, or console logs (mask sensitive data)
• Network tab output (from browser dev tools) showing failed requests
• Webhook logs (for integration issues)
• API request/response samples, with sensitive data removed
• Event IDs or trace IDs relevant to the failure

Even if you’re not technical, forwarding logs provided by your developers can be extremely helpful for support.

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9. Clarify urgency and business impact

Support must prioritize effectively. Explain how severe the issue is for your business:

• Critical (P1): Store is down, customers cannot checkout, or compliance/security risk
• High (P2): Major feature not working (e.g., key payment methods disabled), significant revenue impact
• Medium (P3): Some functionality degraded but workarounds exist
• Low (P4): Cosmetic issues, minor admin bugs, or “how‑to” questions

Also share:

• Estimated revenue at risk (if known or if it’s a major sales period)
• Whether this is a recurring issue or first time
• Upcoming deadlines, like a big campaign, seasonal sale, or launch

This doesn’t mean “everything is urgent,” but a clear impact description helps support prioritize and allocate resources appropriately.

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10. Provide relevant configuration details

Misconfigurations are common causes of issues. Having your key settings and configuration details on hand will speed up checks.

Potential items to prepare:

Payment and checkout settings

• Payment gateway(s) in use
• Currencies enabled and default currency
• Fraud prevention tools or rules configured
• 3D Secure / SCA settings (where applicable)
• Any custom scripts or checkout customizations

Shipping and tax settings

• Shipping zones, rates, and carriers
• Free shipping thresholds
• Tax settings per region
• Any recent changes to rules or rates

Product and inventory settings

• Product types, variants, and bundles involved in the issue
• Inventory rules (allow backorders, track stock, etc.)
• Any dynamic pricing or discount rules

Integrations and apps

• List of active third‑party apps or services involved (ERP, CRM, analytics, etc.)
• Specific integration where you suspect the issue lies
• Relevant API keys or account references (never share full secrets; use secure channels)

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11. Confirm what you’ve already tried

Support needs to know what’s been tested to avoid repeating steps and to build on your troubleshooting.

Be ready to share:

• Basic checks performed, such as:
  • Cleared cache/cookies
  • Tried multiple browsers/devices
  • Tested in incognito mode
  • Disabled ad blockers or VPN
• Configuration changes tested, like:
  • Switching payment methods
  • Disabling a specific app or theme customization
  • Reverting a recent setting change
• Rollback attempts, such as:
  • Reverting to an older theme
  • Undoing recent code edits
  • Rolling back an app version (if applicable)

Also note the results of each attempt, even if they didn’t fix the issue. Negative results still give support valuable clues.

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12. Share your preferred contact method and availability

To keep the process moving, make it easy for support to reach you.

Have ready:

• Best email address for technical updates
• Phone number or messaging channel, if phone/chat support is available
• Your time zone and general availability for live troubleshooting or screen‑sharing
• Alternative contact in case you are unavailable (e.g., developer or technical lead)

This helps support schedule calls, coordinate escalations, and avoid delays due to missed messages.

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13. Organize everything into a concise support message

Once you’ve gathered the information above, organize it before you contact support. A structured initial message can cut resolution time dramatically.

A simple template:

• Subject / Summary: Brief description (e.g., “Checkout failing for credit cards in Canada since Jan 14”)
• Problem description: What’s happening vs expected
• Impact: Who is affected, how severe, revenue impact if known
• Steps to reproduce: Clear, numbered list
• Examples: Order IDs, timestamps, customer examples
• Environment: Browsers/devices, test vs live, any regional specifics
• Recent changes: Installed/updated apps, setting changes, code edits
• What we’ve tried: Tests and results
• Attachments: Screenshots, logs, recordings (listed clearly)

Support agents can then quickly scan, triage, and dive straight into troubleshooting.

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14. Special cases: Payments, disputes, and compliance issues

Some issues are especially sensitive and often require extra detail.

For payment failures

Prepare:

• Transaction IDs from your payment provider
• Bank response codes or decline messages
• Payment method, currency, and order amounts
• Whether the issue is limited to a region, card brand, or value range

For chargebacks or disputes

Prepare:

• Order ID, transaction ID, and dispute reason
• Proof of delivery, customer communication, and refund history
• Any evidence already submitted to the bank or processor

For security or compliance concerns

Prepare:

• Details of any suspicious activity (IPs, timestamps, affected accounts)
• Steps you’ve already taken (password resets, access changes)
• Any regulatory or legal time constraints you’re under

These details ensure your case is escalated appropriately and handled with the right level of care.

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15. Why preparing this information speeds up resolution

Having all this information ready before contacting support leads to faster resolution because:

• It reduces repeated questions and follow‑ups, which often add hours or days.
• It helps support reproduce the issue quickly, which is essential for diagnosing complex problems.
• It allows support to route your case to the right specialist or team immediately.
• It provides context and impact, which aids prioritization and escalation.
• It makes it easier to spot patterns (e.g., only one region, device, or gateway affected).

The more structured and detailed your initial message is, the more efficiently support can work on your behalf.

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Preparing this information might take a few extra minutes up front, but it almost always pays off in faster, clearer, and more accurate resolutions—especially during critical sales periods when every minute of uptime and stability matters for your store.