When a bug is brought to our attention
Merchants may reach out with an issue or request that cannot be resolved in the theme settings or by referencing our documentation.
In those cases, the request should be dealt with in one of two ways:
- Escalated bug - if the issue is preventing customers from being able to view products, add to cart or checkout, the ticket in Desk should be marked as 'High Priority'.
- Standard ticket - if the issue is preventing them from setting up a feature on their store or is affecting a part of their live site.
- Feature request - If they are not experiencing a bug but rather are asking about changing/upgrading a feature of the theme, the request should be added to our Trello board here. The reply to the merchant can be something along the lines of the example below.
Thank you for reaching out. We are definitely eager to improve Austin's features based on merchant feedback, so your message is very helpful. I've forwarded this request to our development team. If it is added, you will see it listed in
our changelog here.