Support Center guidelines

Working process



New ticket

When you open a new ticket, WooCommerce B2B Support Center (WCB2BSC) automatically processes your request, inserting it in the processing queue. In this way, all requests will be processed in order of arrival and in any case within 48 hours.
After 10 days of inactivity on your part, WooCommerce B2B Support Center will automatically close your support request.

For each operation the WCB2BSC will send you an email notification, to take you updated step by step about your request status. Here notification list:

  • Ticket received: it means that our support team has received your request. Within 48 hours, your ticket will be taken over.
  • Ticket updated: it means that our support team has completed the checks and sent you a reply.
  • Ticket closed: it means that your ticket is considered solved and cannot longer be changed. You can continue to consult it from the ticket archive page.

 

Before opening a ticket

Before opening a ticket, please make sure there is not already the answer in the documentation included in WooCommerce B2B or in the FAQs. This way, you will have the information you need faster, without having to wait for our support team to take charge of your request.

 

Required data

To open a ticket, simply provide:

  • Title: summarize in a few words the subject of your request.
  • Description: describe your request in detail, with examples and use cases. Try to be as clear as possible so that our support team can help you as soon as possible.
  • Purchase code: enter WooCommerce B2B license purchase code provided by CodeCanyon, it is necessary for our team to give maximum priority to requests made by customers with still valid license.

 

Tickets types

Your requests may be of different nature, but we have decided to divide them into two macro-categories: Informative tickets and Technical tickets. Both of them will be treated with the same importance, following the processing queue.

  • Informative tickets: in general, all information requests about configuration, doubts, clarifications and WooCommerce B2B features explanations are included.
  • Technical tickets: this category includes all requests related to bugs, malfunctions, incompatibilities.

Other data required
In the case of technical tickets, our support team may need to take a closer look at your site. To allow resolution operations, in addition to the data required to open a ticket already described above, it is necessary to provide:

  • FTP access credentials
  • WP-admin login credentials

Preliminary operations
Our support team is very thorough, don’t worry. But it is always advisable, as a precaution, to have a complete backup copy of your site (FTP and Database), which allows you to restore your installation in case of serious problems.

In case of reporting of technical problems and malfunctions, before opening a ticket, carry out these verification operations, you may be able to solve the problem much faster, without waiting for checks and for response of our support team:

  1. Disable all the plugins installed on your WordPress, with the exception of WooCommerce and WooCommerce B2B
  2. Switch your theme to a default one (Twentynineteen or Storefront)
  3. Activate WordPress debug mode (what is debug mode?)
  4. Perform a test to see if the problem persists

Then:

  • If the problem does not occur, it is possible that it is a plugin or theme to generate it. Then activate the theme and the plugins one at a time, performing the test again each time, so that you can understand who is causing the problem.
  • If the problem persists, leave only WooCommerce and WooCommerce B2B plugins and the Storefront theme active and attach to ticket debug.log file (convert it into txt file), that you can find in wp-content folder.

 

Code and customization

In some cases, to resolve your requests, our support team may need to insert hooks and/or small pieces of code into your site, in particular in your theme functions.php file, which is usually found in:

wp-content/themes/{YOUR_ACTIVE_THEME}/functions.php

To avoid losing these changes in case of future updates of your theme, make sure you have a child theme installed and active.
If you do not have a child theme, our support team will be forced to enter the code in your theme file and you will be responsible for preserving it and preventing it from being lost with future theme updates. For more information on child themes, take a look here.

 

 

Thank you very much for your time and your collaboration!

Best regards
The WooCommerce B2B support team