What can we help with?

🐞 Our support team helps with bug reporting and will provide workarounds when possible. Our priority always lies in ensuring retailers can effectively sell and manage their operations. See how you can help us get bugs fixed! 

What Is a Bug?

A bug is an error or a defect in the system in the way that it should function. Note that using eTailPet software or features in a way that was not intended or designed does not usually classify it as a bug. In this case, we may move the reported bug into a Feature Request instead at our discretion. If this happens, we'll also outline the reason.

Reporting Bugs

The eTailPet support team is always eager and willing to hear and verify bug reports. We take pride in it!

When you think you've discovered a bug in the system, please submit the issue by contacting our support team using one of the following methods:

• Email: support@etailpet.com
• Phone: (323) 370-0738 for the U.S. and (888) 370-2363 for Canada.

Detail as much information as you are willing to give us about the following (please note, the examples given are not actually bugs in the system):

• The exact part of the system where the issue is occurring.
  Example: This bug is under Manage Catalog > My Products > New Private Product in the Default Price field.
• Details about the behavior of the bug. 
  Example: When I enter a value there and try to Save, the system fails to save and pops up a note telling me there's an error in the parser algorithm.
• Details on how to reproduce the bug.
  Example: Try entering 5.00 in the field and clicking Save.
• Troubleshooting steps you might have already tried.
  Example: I logged out, then logged back in. I also rebooted my computer and it's still happening.
• Let us know how critical the issue is for you and your store. Please Note: Even minor bugs are issues that are important to us.
  Example: If I can't get these products into the system today, the sale I'm running tomorrow won't have them and I'll miss out on revenue.

We may ask you for more details, or do a screen-share in the call to make sure we understand the issue. We'll try to replicate the bug on our end; if successful, we'll send a bug report to the development team.

If possible, we will also try to offer you workarounds until we fix the defect.
Example: You can go to My Products > Import/Update Products and download the sample Excel file, enter your product details, then from the same area Upload Excel File to get your products in the system today. Here is a link to some Tips and Tricks on Spreadsheets.

Search Existing Bugs

Due to eTailPet software's sensitive nature, we are unable to make existing bug reports publicly available without impacting user privacy. You will be emailed by the support system with information about the bug ticket, and that email will include a link to your portal to view any open or solved tickets you've reported.

Our Bug Fixing Approach

eTailPet tries to target the most critical bugs that impact a large amount of customers. Bugs are prioritized based on the estimated impact on users. Most are initially reported as Low Priority until each can be replicated and assessed by eTailPet staff.

Priorities Applied to Confirmed Bugs

Here are the definitions we use to describe priorities after confirming bug reports:

Priority 1 - Highest

Your application is unusable in its state. Users aren't able to perform job functions, and no workarounds are available. Typically, the most impactful defects are treated by eTailPet as an incident and can be tracked on our status page.

We also include situations where retailers cannot perform transactions in the highest priority. This means that the client is unable to accept payments due to a software-related issue that is not related to general compatibility, configuration changes, new feature use, or Beta program releases, and no workarounds exist.

eTailPet begins work on a Highest Priority defect as soon as reasonably possible.

Priority 2 - High

Typically a High Priority status means that an existing feature is unavailable, an application is significantly degraded, job functions are impaired but workarounds are available, or there are serious financial consequences associated with the defect.

eTailPet generally tries to begin work on High Priority defects within the next sprint (what we call our working time periods in which tasks are planned and assigned). When possible, we will postpone new features to dedicate ourselves to resolving high priority defects.

Priority 3 - Medium

In Medium Priority, the application or specific feature isn't working as expected, but there is a workaround available. User experience is impacted, but their job function is not impaired.

Medium Priority bugs are typically worked on after all High and Highest priority bugs are resolved and there are no other critical priorities.

Priority 4 - Low

Low Priority defects are usually cosmetic or user-interface errors. Non-critical functions not behaving as expected is also Low Priority.

Low priority defects are worked on at eTailPet support's discretion. These are typically only fixed if our developers are already working in that area of the product and can easily resolve the problem identified.

Related Topics

Beta Program Policy

Hardware Support

Third Party Integration Support

Frequently Asked Questions

Q: Does eTailPet publish a public list of known bugs?

A: No. Because of how sensitive the software's data is, we can't make bug reports public. You'll get an email with a portal link to track any open or solved tickets you've reported instead.

Q: My issue got moved to a Feature Request instead of staying a bug. Why?

A: That happens when the issue is really about using the software in a way it wasn't designed for, rather than an actual defect. We'll always explain the reasoning when this happens.

Q: How long will it take to fix my bug?

A: It depends on the priority assigned once we confirm it — Highest Priority issues start as soon as reasonably possible, High Priority within the next sprint, and Medium or Low Priority bugs get worked in as capacity allows.

Q: Where can I check if there's a known outage or major issue affecting my store?

A: Check our status page for real-time status on major service areas — that's where Highest Priority incidents get tracked.

Q: What should I do if I need a fix fast but my bug isn't Highest Priority?

A: Ask support for a workaround. We'll try to offer one whenever possible while the actual fix is still in progress.

Q: I have a question, but I can't find my answer here. How do I get more assistance?

A: You can ask any question at the number listed here. Contact our support team at (323) 370-0738 for the U.S. and (888) 370-2363 for Canada.