Reporting a bug

powerofstars
Tourist
4 0 1

<rant frustration=100>

So, here on forums I found a suggestion that in order to file a bug report I needed to contact the customer support through the dedicated link. So I did. I did provide the bug description, steps to replicate, screenshots, all the stuff. And I got a (canned, I guess) response on how similar problems can be solved. I replied stating that none of that worked and there was a bug, to which I got another response explaining how it should work ("works for me" kind). I know it should work, but it doesn't, it's a bug...

So, how can I report a bug?

</rant>

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Olivia
Shopify Staff
Shopify Staff
527 47 107

Hey, @powerofstars.

Welcome to Shopify Community. My name is Olivia and I work here.

We appreciate you taking the time to connect with us and share your experience. It is correct that the best way to report bugs or frustrations is by connecting with our Support team directly. This ensures your feedback is not only heard, but also that the proper troubleshooting steps take place to further narrow down the issue and help resolve it.

With that being said, it is common practice for our team to attempt to replicate your issue in an effort to rule out local errors you may be experiencing. In order for us to identify and classify anything as a bug, the issue must be widespread and duplicatable.

I'd be more than happy to assist further and advise on next steps, if you're able to share further details with me on what you have found. If we are able to deem this a bug and if other merchants are experiencing this, we can certainly move this forward internally.

I look forward to connecting,

Olivia | Social Care @ Shopify 
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 - To learn more visit the Shopify Help Center or the Shopify Blog

powerofstars
Tourist
4 0 1

Hi @Olivia 

Eventually, my submission has been accepted as a bug Apparently I wasn't the only one having this issue. Thank you for your advice.

Olivia
Shopify Staff
Shopify Staff
527 47 107

Hi, @powerofstars!

Oh, I'm so glad to hear that. Thank you for working with us to help make Shopify better, it's truly appreciated.

If any other questions come up, don't hesitate to reconnect with us.

Warm regards,

Olivia | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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