When should I contact MerchantSpring support?

MerchantSpring support is available to help users resolve technical issues, answer platform questions, and assist with troubleshooting analytics or data synchronization problems.

While many common questions can be resolved through documentation or basic troubleshooting, certain situations may require assistance from the MerchantSpring support team.

Situations Where Support May Be Needed

You may want to contact support if you experience issues such as:

• Data Synchronization Problems

  If marketplace data stops updating or appears incomplete, support can investigate synchronization processes.

• Persistent Data Discrepancies

  If reports continue to show unexpected discrepancies after verifying filters and reporting periods, support can help review the underlying data.

• Integration Issues

  If you experience difficulties connecting marketplaces, advertising accounts, or APIs, support can help troubleshoot the integration.

Account Configuration Questions

Support can also assist with questions related to:

• user permissions
• dashboard configuration
• reporting setup

How to Contact MerchantSpring Support

If you require assistance:

1. Prepare a brief description of the issue.
2. Include relevant details such as the affected report or marketplace.
3. Send an email to support@merchantspring.com.au.

The support team will review the request and assist with troubleshooting.

Notes: 

• Providing screenshots or report examples can help support investigate issues faster.
  • Full screen screenshots are most helpful; ensuring they include clear visibility of the filter and channel details.
• Including the affected marketplace or date range helps identify the problem.
• Many questions can be resolved quickly once the relevant context is provided.