Partner Troubleshooting Guide

This space contains guides which will aid you in troubleshooting some issues you may possibly encounter while working in the platform. These guides should help you determine if an issue you are facing can be resolved before they are considered technical issues which require escalation to the Vendasta Support team.

Please note there is no guarantee these actions will resolve your issue so if after troubleshooting you still experience issues please submit a ticket to support@vendasta.com

Cache & Cookies

Explanation:

Our platform is built to rely on your web browser’s environment, a clean environment means the platform is happier and has fewer potential errors. By clearing your cache and cookies, you reset your browser settings and reduce the impact of cached data-related issues.

Issue:

• 404/500 errors
• Spinning wheel
• Loading irrelevant information
• Duplicating information from a previous page
• Blank or partially loaded screens
• Images or videos not loading
• Login failed with no error

Fix:

Important Note: It is a good practice to capture a HAR file to identify potential issues before clearing Cache & Cookies. Information on how to get your HAR File can be found by visiting our article HERE

1. Clear cache and cookies
2. Close out all open browsers
3. Re-open intended page
4. If the issue remains contact support@vendasta.com

 

Resource:

Options to clear cache and cookies

 

Mailing information not configured

Explanation:

This error will occur when the email settings have not been enabled on their default Market. This contact information needs to be enabled to comply with international spam laws.

Issue:
This error will appear in the history of a list that failed to be added to a campaign.

 

 

Fix:

1. Navigate to Administration > Customize
2. Select Markets from the top tab
3. Click the pencil next to the market name to edit settings
4. Scroll down to Email Settings
5. Change the contact information to Partner’s Contact Information from None

Resource:

Changing Email Settings

 

Product activation failed but my Partner was charged

Explanation:

In the event that the product activation fails, our system will automatically initiate a refund for the failed products. For instant billed partners, the funds will appear in their bank account within 5 business days typically. 

 

For invoiced partners, the refund will be in the form of removing the failed product activation from their monthly invoice.

 

Issue:
The partner’s credit card was charged the wholesale cost of a failed product activation.

 

Fix:

No fix is required.

1. Check Billing Center under Refunds
2. Once the refund has been issued, your partner can see it in Partner Center by going to Administration > Financial Documents > Credit Notes

Resource:

Billing Resource - See FAQ

Jim Salesman is showing on the email when I send a test

Explanation:

The Jim Salesman salesperson contact card will appear when we don’t select an account to impersonate on the test email. You can replicate real-life contact information by selecting an account from the menu at the top of the email preview in the text box that reads “Generic Account”. Once an account is selected, you will see the new information in the preview email.

 

Issue:
Jim Salesman is showing as the Salesperson contact card instead of the partner’s contact information.

 

Fix:

1. From the email preview select the Generic Account drop-down menu
2. Select the business you wish to replicate in the test email
3. You will now see the assigned salesperson’s contact information on the test email

Resource:

Preview email campaigns as a specific account

 

Individual products and categories

Explanation:

The public store categories are only applicable to packages. Adding a product, such as Reputation Management, to the store will only allow it to appear in the ALL category of the public store.

 

Issue:

Unable to change the category of a product in the public store.

OR

Products are not showing in the categories under Manage Store

 

Resource:

Add products and packages to your Store

 

Review display widget not showing Google reviews

Explanation:

The default widget available in Reputation Management Express ONLY supports My Listing reviews.

 

Issue:

Partner is using the review display widget but Google, Facebook and other review sources are missing from the widget.

 

Fix:

1. Activate the Reputation Management add-on Review Display Widget Pro
2. Direct client to replace the currently embedded code on their website with the new code in the Widget section of Reputation Management

Resource:

Review Display Widget vs. Review Display Widget Pro

 

When to contact Marketing Support vs Support on-Demand

Explanation:

Send a ticket to Support on-Demand if you are unsure where the best place to submit the ticket is, we will make sure it gets where it needs to be. however, there are some challenges when we get a ticket for Marketing Services. Marketing Services does not use the same system that Support on-Demand uses, this means that we can’t just send the ticket to them to action. This can cause delays and loss of information in the transfer.

 

Issue:

Unsure who to contact about a Marketing Services related issue or question.

 

Fix:

1. Is this an error with the platform/product?
   • support@vendasta.com
2. Does this involve making changes to work Marketing Services is currently doing or will be doing in the future?
   • support@yourdigitalagents.com
3. Is there a reporting error or an error message blocking work, or does this feel like a bug?
   • support@vendasta.com
4. Is this communication/feedback/questions for the Marketing Services teams?
   • support@yourdigitalagents.com

Resource:

For more information on Marketing Services please reference the following section the the resource center.

Marketing Services

 

Submitting a Support Ticket

Explanation:

The more applicable information we have, the better our investigation will be, the fewer times we will have to reach out to you or the partner, and the quicker we can find an answer/escalate the problem. You know your partners and their processes and internal lingo much better than the Support Agents, we rely on you to relay the applicable information.

 

Issue:
Unsure on what to include in a Support on-Demand support request.

 

Fix:

For best results, please include the following information in the body of the ticket or request:

1. Partner ID
2. Account Group ID (if applicable)
3. User or team member affected (if applicable)
4. Replication Steps
5. Screenshots (or video) of error messages

These best practices are highly recommended when submitting a ticket to support.

 

Resource:

Submitting a Support Ticket