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How to write a support ticket and report an issue.

Follow the write a support ticket and report an issue process


In the following, please read Omnivore as either eBayLINK or Trade Runner or Omnivore, depending on the context.

Marketplace means either eBay Australia, Trademe, Westfield, etc.

When creating a support ticket or reporting an issue by email/online messaging, please make sure at least the following information is present in the ticket:

  • A link to the retailer dashboard, if the retailer has an Omnivore account
  • At least one example of the issue, by providing the following:

Product issues

  • A link to the product page in Omnivore, if the product is in Omnivore
  • A link to the product page in the Marketplace, if this link is not correct in the product page in Omnivore
  • If duplicates, provide link to the duplicate listings in the Marketplace
  • If price issue related to variants, provide link to retailer's product page (ie their public website)
  • Clearly state the issue, eg: the price in the Marketplace listing shows $10 but I expect to see $20 because of this and this and that. Please state the expectation and the reasons for it.

More about product issues https://support.omnivore.com.au/product-issues


Order issues

  • A link to the order page in Omnivore, if the order is in Omnivore
  • The raw data received from the Marketplace (xml content from ebay, JSON data from Trademe), if the order is not in Omnivore; if the order is in Omnivore, there's a link to the raw data at the bottom of the order page
  • If the order is not in Omnivore and you cannot locate the data in the Marketplace feed, ask for a screen capture from the retailer's ebay orders page showing the missing order

What not to do

Unless specifically asked to, please

  • Do not attach screenshots of Omnivore pages, put in the link to the page instead
  • Do not attach screenshots of any pages that are publicly accessible, eg: ebay listing, product in retailer's website, put in the link to the page instead
  • Do not attach data dumps from Omnivore, eg: order xml, product json, metadata xml, etc; if the data is in Omnivore, all Admins can access it, so do provide a link to the page containing the data. It's ok to quote short fragments if these have info relevant to the ticket
  • Do not attach screen dumps in a format that can't be rendered by the browser, ie stick to gif, jpeg and png.