Welcome to commercebuild! The support team is looking forward to working with your team on any future questions or issues that might arise. The following guide will outline how to reach out to us, and other sources of information that might be helpful.
Contacting Support
The support team can be contacted in a couple of ways. The first is simply via email - support[@]commercebuild.com. The second is via our chat widget. This widget can be found in the admin of your site's store:
Please feel free to reach out to our team for any reason. If there is a question of how to do something, or a report of a potential bug, the support team can review and assist. If you need to coordinate with a member of our Implementation team, we will be happy to facilitate that. Think of the support team as your hub for all commercebuild assistance.
Steps To Reproduce
When reaching out to report an issue, it is very helpful to our team to receive steps to reproduce the issue. Here is an example:
- Log into the site and link to the A/R customer TEST999
- Go to this specific product page URL: https://domain.com/product-page-url
- Note that the price says $X but we expect the price to show as $Y
In this example, the team is provided very specific steps to reproduce the issue as you are seeing it, and also provided the expectation of what should be seen instead. If issues can be raised with us in this way, it would help save time for everyone. Thank you! In addition to these steps, it would be helpful to provide the support team with screenshots and even a video recording of your screen. In your video to support, you can verbally articulate the issue you are experiencing.
Requests For Meetings, Calls, and Customizations
The support team is your 24-hour resource for chat and email support. They are always happy to help answer questions and debug reported issues. However if a meeting, call, or customization to your site is required, this will necessitate the involvement of our Implementation team. Our Implementation team can then get that scheduled, depending on their availability. Please note: our Implementation team's time is generally billable, and you will be asked to approve that billable time beforehand.
Responsibility Guidelines
The following guide outlines the expectations of what is the responsibility of commercebuild, what is the responsibility of the store owner, and what we consider shared responsibilities: https://support.commercebuild.com/article/what-commercebuild-does-and-how-we-can-help/
Our Knowledge Base
Our public knowledge base can be found here: https://support.commercebuild.com. Many common questions and issues can be found there.
Updates & Notifications
We have an updates page that can be found here: https://support.commercebuild.com/updates/. On that page, we post about our platform updates which occur every two weeks. We also post notifications of any issues that might be affecting live stores.
There is a subscribe widget in the sidebar of that page. We strongly recommend that all customers subscribe to updates, so that you can receive notifications via email right away when a new post is present.
Account Management
All commercebuild clients also have an account manager. This account manager is happy to meet with you any time, as a non-billable resource, to discuss how things are going, any future plans that you may have, and how our team and platform can best serve you. If you would like to schedule a meeting with your account manager, please reach out to the support team and they will help get facilitate that.