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Troubleshooting checklist

Start with the affected release, edition, timestamp, affected workflow, and the first error shown to the operator. Avoid sending passwords, API keys, payment details, full customer exports, or unredacted logs when requesting help.

Storefront or admin does not load​

  • Check whether the issue affects everyone or one administrator, one browser, one page, or one network.
  • Confirm the installation's published status and whether a recent release or configuration change was made.
  • Note the page, time, edition, release, and first visible error. Ask the installation owner to check application availability and deployment health.
  • Do not change deployment settings, files, credentials, or permissions as a first troubleshooting step.
  • For a missing workspace, check the role and edition in Manage administrators and access before asking the installation owner to compare the release.

An order, notification, or integration result is delayed​

  • Confirm the affected record and expected provider or notification result.
  • Check the relevant admin status or report and note the time of the last update. Ask the installation owner to review background processing and provider connectivity.
  • For a callback, compare the provider event identifier and signature result using Webhook operations. For a report mismatch, check the date range, timezone, currency, and filters in Reports and integrations.
  • Do not paste credentials, internal logs, or personal data into a support request.

Payment, shipment, or sync result is unclear​

  • Compare the Vendorzo record with the provider's transaction/event identifier.
  • Check for a duplicate callback or a timed-out request with an unknown result.
  • Reconcile with the provider before repeating an action that can capture, refund, book, notify, or pay.
  • For an order, shipment, return, or refund, start with Orders and fulfillment or Returns and refunds.

A feature is missing or a page is different​

Check the installed edition, release compatibility notes, feature configuration, and the administrator's specific permissions. Do not enable a broad role or change edition flags as a diagnostic shortcut. Capture the workspace label and current release so the installation owner can compare the screen with the correct release.

Prepare a useful report​

Include the affected workflow, edition, release, approximate time and timezone, steps already tried, and any safe record reference. Redact names, email addresses, phone numbers, access tokens, payment details, and customer exports. The Support policy explains Vendorzo's support scope and terms; it is not a direct contact form. Contact the organization that operates your Vendorzo installation using the support route in your service agreement. Include the safe evidence above, and do not send credentials, payment details, unredacted logs, or customer exports.

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