Discover how to contact our support team and the most effective way to report concerns for a speedy resolution.
What is a Bug Report?
A bug report is a detailed document that highlights issues or unexpected behaviors in a software application. It goes beyond fixing technical errors, playing a crucial role in assessing if the user experience aligns with expectations and meets specified premises. Additionally, we work behind the scenes to navigate the challenges posed by Amazon. Yet, there might be instances where we miss something.
Key Objectives of a Bug Report:
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Identifying Technical Issues:
- Highlighting glitches, errors, or malfunctions in the software that hinder its intended functionality.
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Ensuring UX Alignment:
- Assessing if the observed behavior aligns with the intended user experience, ensuring users can interact seamlessly with the application.
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Validating Premises:
- Verifying that the software operates within the specified parameters and fulfills the expectations set during its development.
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Gathering Feedback:
- Providing a channel for users to offer feedback on their interactions with the software, helping refine and enhance its overall performance.
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Prioritizing Improvements:
- Assisting development teams in prioritizing bug fixes and improvements based on the severity and impact on user experience.
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Enhancing Communication:
- Facilitating effective communication between users and development teams, enabling a collaborative effort to resolve issues.
How to write a Bug Report?
Information matters!
To address and assist with your reported issue effectively, reproducing the problem is crucial. It's akin to a doctor's appointment; every detail, whether seemingly relevant or not, is valuable in finding the right solution for you.🔍
Let's distinguish between two types of Bug Reports
Data Bugs (Wrong or Missing Data)
As we rely on data provided by Amazon, minor discrepancies are expected and unavoidable. If you sense something is significantly amiss, please report it to our team, and we'll investigate.
Before submitting a bug report, ensure your data connection is active and correctly set up. Also, check this Article to see if your issue aligns with Amazon's limitations.
When reporting, include the following details for a swift resolution:
- Company account name
- Affected emax report
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Specify the filter settings during the issue occurrence. Such as:
- Reporting range
- Reporting period
- Affected metric
- Distributor view (if applicable)
- Just a heads-up: naming each selected filter is a good call. Keeps everything important from slipping through the cracks!
- Value as it appears in emax report ("as it is")
- Expected value (Vendor Central/Seller Central/SpAds Console) ("to be")
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Always attach a screenshot - sometimes, a picture speaks louder than a thousand words🖼️
Feature Bugs
Beyond Amazon data transfer, our software's other features may raise questions or issues. Don't worry; we'll assist you in resolving any concerns that might hinder your Amazon business management.
For a swift resolution, when reporting, include:
- Company account name
- Behavior description causing the issue for efficient reproduction
- "As is" result of your actions
- "To be" expected result
- Always attach a screenshot—sometimes, a picture speaks louder than a thousand words! 🖼️
How can I submit a Bug Report?
Live Chat
The quickest way to report a bug is through live chat, located at the bottom left of the emax tool. If you encounter an issue, you have a direct line to our support team. Feel free to drop us a line anytime.
Customer Portal
You can also open a ticket through our customer portal. Manage your tickets in a dedicated board and stay informed about your ticket's status and updates automatically.
Our customer portal is seamlessly integrated with HubSpot, offering an array of features to enhance your experience. To leverage this functionality, it's a breeze—simply set up your account, and you'll be ready to explore all the benefits awaiting you.