Steps
- Understand how Omnivore works, read existing FAQs
- Understand where the issue is, ie in Retailer, Omnivore or Marketplace. Ask (the retailer) as many questions as necessary.
- Find answers to these questions:
- Is the product on the marketplace? What information is not showing correctly? Price? Quantity? Description? Shipping?
- Is it a formatting issue or a data issue?
- Is the product in Omnivore? Is the Omnivore information correct?
- Is the product visible in the Retailer's website? Which information is not correctly imported in Omnivore?
- Is the data we receive from the retailer in accordance with what the retailer expects? You can see the data for Bigcommerce, Shopify and Magento by using the button "Fetch from Bigcommerce/Shopify/Magento" at the bottom of the Product page in Omnivore, only available for admins. Some issues related to price, quantity (inventory tracking) and/or product title or description can be easily debugged like this.
- Try to find the answer in the FAQ pages. In my experience, most Shopify and Bigcommerce issues are addressed already in the FAQs.
- Improve the FAQs if you can, more work now is less work tomorrow, for yourself or somebody else. Care about your fellows, share your knowledge in a FAQ!
- To your best, format the information in the ticket as suggested in https://support.omnivore.com.au/a/solutions/articles/17000058956