Support
Stuck on something, found a bug, or want us to build a new integration? The support team is ready to help. Here is how to reach us and how to get a fast, useful answer.
Open a support ticket
The fastest way to get help is the support portal. Tickets go straight to the engineering team and are tracked end to end.
Open the support portal and file a new ticket.
How to file a useful bug report
A good bug report gets fixed fast. A vague one bounces back with follow-up questions and costs you a day. Include these four things every time:
- Steps to reproduce. What did you click? What did you type? List the exact sequence. "Go to Orders, click order 1234, click Cancel" is better than "I tried to cancel an order".
- What you expected to happen. Tell us what should have happened in plain language.
- What actually happened. Describe the actual result. Quote any error message word for word.
- Screenshots. Attach a screenshot of the page where the problem happened. If there is an error, screenshot that too. A screen recording is even better for anything that involves timing or multiple clicks.
Also include the channel and plugin involved (for example, "Shopify plugin on the US channel") and the approximate time the issue happened so we can correlate with logs.
Feature requests and integration requests
Missing a plugin or a feature? File a ticket and tell us what you need. Explain the business problem, not just the feature you want. "I need a Webflow plugin" is fine. "I run my storefront on Webflow and I want my orders to flow into Commerce Kitty the same way Shopify orders do" is better and gives us everything we need to scope the work.
We build out requested plugins regularly. If you do not see something you need, ask.
Response times
Standard tickets are acknowledged within one business day. Urgent production issues are picked up faster. Enterprise customers with a dedicated success manager have faster SLAs as part of their plan.