Before any troubleshooting begins please prepare the Support Ticket as per the Ticket Guide.
**If the retailer has not provided enough information when they first submit the ticket and you need more information to be able to accurately troubleshoot and understand the issue use the Canned Response called 'Please provide more information to help us assist you'.
Most common account issues for Trade Runner:
Can't connect due to an old Trade Vine account. Guide to fix:
Run the Execute Scenario function in FreshDesk which alerts Trade Vine and begins the process of disconnecting the retailer from Trade Vine.
Keep the case assigned to you and monitor the ticket until fixed.
Once the Trade Vine team has released the account the retailer will connect using Trade Runner.
Retailer has forgotten or wants a new password - Guide to fix:
This might only be the case if the retailer has a secondary log account to access Trade Runner, in which case we can reset the password for them if they cannot. This is done by finding the account under Users, then editing the user account to change the password.
If the retailer accesses Trade Runner by launching the App then suggest they always relaunch the App to connect. They may see a login screen if the session times out, but they can ignore that and use the App to connect.
There is an FAQ that covers this, search on 'login'.
We advise they do not use the reset password option, we advise they always connect using the App Launch via the eCommerce platform, we advise if they have a log in account that we change the pw for them.
Auth token has expired, connection expired - Guide to fix:
Every 12 months the token between Trade Runner and Trade Me expires and needs to be renewed. The retailer will receive an alert about this. They must reconnect/relink their account from within Trade Runner
This does not affect the App installation in any way. But if not renewed it will affect updates to and from Trade Runner to Trade Me.
There is an FAQ on the support portal that covers this, find by searching on connection.
Account suspended - Guide to fix:
Retailers who are using the Free Trade Runner option cannot suspend their own account, only we can do it for them. Suspending a Trade Runner account does not uninstall the App. It does take the account out of Production into Offline for Engineering.
Retailers who are using a Paid Trade Runner instance can suspend their account from the right hand top drop down next to their account name. Suspending the account does the same as above and does not uninstall the App.
Suspending the account in Trade Runner stops updates, feeds and order processing. Where applicable it also stops charges from being generated.
There is an FAQ on Account Suspension in the Help/Support Section so if anyone asks about this or you need to know more read the FAQ.
Deactivate TradeRunner account - Guide to fix:
If the retailer wants to deactivate their Trade Runner account, first ask if they want all the listings ended, if so you need to end all listings first, then deactivate the account, to do this:
Block all products in Trade Runner then do an upload to Trade Me to remove all of the listings.
Once the listings have been removed from Trade Me put the TR account into offline for engineering, from the Advanced Config section on the Administration page under Settings, you tick Offline for Engineering and you also un-tick In Production.
If they do not want the listings ended then, follow the process to put the TR account in Offline for Engineering mode only.
Deactivating a Trade Runner account does not uninstall the App, advise the retailer they will need to uninstall the app themselves if they choose to.
Some alerts and notifications will still be sent out while the TR account is not active.
How to put a Trade Me account in to Holiday Mode - Guide to fix:
If the retailer wants to stall or put their Trade Me store on hold (holiday mode) the only process is to remove the listings on the Trade Me store, there is no Holiday Mode setting.
Block all products in Trade Runner then do an upload to Trade Me to remove all of the listings,
Once the listings have been removed from Trade Me put the TR account into offline for engineering, from the Advanced Config section on the Administration page under Settings, you tick Offline for Engineering, and you also un-tick In Production.
Also tick the disable feeds and disable order processing.
Also tick the block all new products by default to be sure.
Retailers cannot do this.
This does not uninstall the App.
Advise the retailer that this does not affect the Store mode on Trade Me.
Add a note in Trade Runner that the TM store is 'on hold' or in offline mode for now. Add the on / off dates.
If the retailer has given us a resume date you can add this to the note, if applicable.
Advise the Trade Me team and suggest the retailer does the same. regarding what they are doing, eg going on holiday.
Determine with Dave and Trade Me that they will need to let the retailer know about any fees etc.
See and send the FAQ on holiday mode.
Incorrect Trade Me account linked - Guide to fix
If a retailer connects Trade Runner to the incorrect Trade Me Store (happens quite often) you will need to delete the trade me access key on the General page, then click Update Settings.
This places the 'Link Account' alert error message on the Dashboard telling the retailer to Link Account again. Have the retailer Link Account ensuring they connect to the correct account.
It may also have a message that says Start Selling. Only the Trade Me team members can hit Start Selling.
Points for information, one store, one Trade Runner account, one Trade Me account, that is the rule.
Disconnected from Trade Runner keep getting emails - Guide to fix
If the account is no longer connected but there are Retailer Notified Failure orders that are not fulfilled or complete the retailer will still be receiving messages about them. You will need to set the orders to fulfilled.
The store connection may have expired and they do not intend to renew it, they may still be receiving the renewal notifications. You can suggest they uninstall the app and you can removed the email address from notifications and alerts in Trade Runner.
Retailer has uninstalled the App thinking that this disconnects the account, but it does not, so because it is active they keep getting notifications. See above
In these cases we generally change what is necessary for the retailer. You can turn off some alerts by ticking and deselecting settings in Administration and General Settings.
You can remove the email address in notifications and alerts.
If the retailer does not want to return to use Trade Runner again you can delete the account if they confirm this is okay.