In order for us to provide you the fastest and most accurate assistance, your Support Ticket should always include as much details as possible. Be sure to provide all of the details in the body of the ticket not only the title to avoid being missed.
NB! If you are contacting our Support via email instead of our Support Centre ticket system, please always provide the main account email address for reference in order for our agents to know which account to look at.
Here is a little list of things which will help us to help you:
Documentation - Give yourself some time and search the documentation for your question, there are good chances that a solution will be found. Please state in the ticket if the documentation about your query is unclear or not present.
Knowledge Base - our team has put together several Solution Articles for most common errors, Best practices and workarounds for commonly asked questions. Take a moment to check whether your query has already been covered.
Examples - Order numbers or SKU numbers that are affected by the issue, please add them to ticket.
Specifics: Which Source and SubSource is affected, what is the name of the template/import, what is the incorrect value of a stock level/order and what is the expected value, which Shipping Vendor are you using, which Rule in your Rules Engine should have run on an order, etc.
Replication - Providing exact steps on how to replicate the issue will speed up its resolution.
Screenshots - A picture is worth a thousand words. Please provide a screenshot where the issue is clearly visible. If the issue is related to a Channel, always provide a screenshot of the item/order from the Channel directly.
Video - If you think that it is easier to show the problem in a video, you can use free services like www.screencast-o-matic.com. Please make sure that order numbers and other necessary information is clearly visible.
NB! The available integrations in Linnworks also include several 3rd party Channel and Shipping Integrations. Support for these is provided by the 3rd party developer themselves and Linnworks Technical Support has limited information available
Be sure to check the developer of the integration in our Channels or Courier Integrations pages which will always state whether the integration is created by a 3rd party. This will help you to contact the correct party from the start for fastest resolution. The message will look like one of the below:
