Tips on Submitting Issues

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Prior to submitting an issue or any feedback we please ask that you do the following to see if you can resolve the matter first:

• Try in another web browser. Sometimes different web browsers respond differently.
• Clear your cache. Aurora caches a lot of your site to increase overall performance.  
• Can a colleague replicate the issue?
• Search within our documentation for the answers. We're always updating our documentation with useful guides and tips.

When sending your issue or feedback, please be as clear as possible. Look at it from the point of view of explaining the matter to someone who has never seen it before. The more information you can give right away, the quicker we can look to resolve it for you.

The best way to achieve this is using the following prompt: context, example, expected result because of xxx, actual result, what you did to replicate it.

So for example:

An order is not showing the correct order value.
The order is #XXX, it should be £105 due to YYY promotion running, but is instead showing at £115.  
You can see the following order #ZZZZ that shows it working properly.  
We recently refunded part of this order.

What to think about

• What is happening that shouldn’t be?
• What should be happening but is not. If possible, provide an example of somewhere where it does work.
• Describe the steps to reproduce an example of the issue. Please always give context of the expected behaviour and not just that something is broken.

More in depth

• If relating to an order, include any related Product / Order numbers.
• If related to a customer, include any related Customer / User details.
• Include the Time and Date of the issue.
• Note if it is an isolated or reoccurring issue.
• Attach any relevant files, e.g. CSV
• Include any URL’s, user login, and any corresponding screenshots.
• Include what browser you are using and the version, i.e. Chrome.
• Include what operating system you are using, i.e. iOS 14.

When dealing with our API

We will always need the full request, response, and endpoint to be able to assist with any inquiries.