How to Submit a Marketplace Support Request
Use the Marketplace Support Request form to report issues related to the marketplace platform. Our goal is to collect high-quality information upfront to ensure One-Touch Resolution (OTR).
Before You Submit
Please ensure you have the necessary details to help the support team investigate your issue quickly. The form uses conditional logic to display specific data fields based on your selections.
Required Initial Fields
The following fields are mandatory (*) for all requests:
| Field | Requirement | Description |
| Your email address | Required | The email associated with your support request. |
| Subject | Required | A clear, concise summary of the issue. |
| Priority | Required | Select Urgent, High, Normal, or Low. Business justification is required for High and Urgent. |
| Environment | Required | Affecting Production, Staging, TIP, Sandbox, or Test. |
| Issue Type | Required | Determines which additional dynamic fields will appear. |
| Description | Required | Details including symptoms, business impact, and relevant context. |
| CC | Optional | Add relevant stakeholders to the request. |
Select the Request Type
From the initial dropdown, choose Support [Issue/Incident]. This selection triggers the conditional logic required for reporting technical issues, bugs, and unexpected marketplace behavior.
Available Issue Types
After choosing the Support request type, select the category that best matches your concern:
- Subscription Management: For provisioning, cancellations, and vendor sync issues.
- Platform UI: For marketplace workflows, application behavior, and UI problems.
- Billing Management: For invoicing, pricing, tax, and revenue issues.
- Reports Management: For inquiries regarding marketplace report generation or templates.
- Security & Compliance: For certificates, IP whitelisting, or vulnerability reporting.
Issue Type Reference
Subscription Management
Focuses on vendor-specific troubleshooting and order lifecycle issues.
- Sub-Categories: Soft Cancellation, Adobe, Google, Microsoft, Hostway/NetNation, or Other Vendors.
- Information Required: Marketplace Order ID, Company URL, Vendor-specific IDs (e.g., Adobe Subscription ID, Google Domain), and Subscription Owner Email.
- Evidence: Screenshots of vendor consoles are highly helpful as Support may not have direct visibility into external vendor systems.
Platform UI
Used for technical integration and user interface workflows.
| Area | Mandatory/Key Fields |
| API | Request Endpoint, Method, Payload, Timestamp, and Response Error. |
| Products | Product URL, Product Catalog (Prod/Staging/Network), and Product ZIP files. |
| Purchase | Company URL, End Customer Email, and specific Steps to Reproduce. |
| Theme | Marketplace URL, SFB Toolkit Version, Theme Name, and Theme ZIP. |
| Users | User URL, Email, or External Identifiers. |
Billing Management
For issues involving financial transactions and pricing.
- Invoicing & Payment: Requires Marketplace URL, Company URL, and Invoice/Payment numbers.
- Pricing & Tax: Requires Product ID/URL, Edition/Pricing Plan, and steps to reproduce discrepancies.
- Discounts: Requires specific Discount Codes and Order IDs.
Reports & Security
- Reports: Requires the Report Name, Generation Date, and the specific template used.
- Security: Focuses on Certificates (requires CSR files) and IP Whitelisting (requires specific IP addresses).
Submission Checklist for Faster Resolution
To help speed up resolution and avoid back-and-forth communication, please prepare the following:
- Clear Subject Line: Avoid generic titles; use a summary of the actual error.
- Relevant IDs: Have Order IDs, Subscription IDs, and Invoice numbers ready.
- URLs: Provide the direct link to the affected Company, Product, or Quote.
- Reproduction Steps: Provide a numbered list of how to trigger the issue.
- HAR File: Highly recommended for browser errors, broken workflows, or slow page loads.
FAQ
What happens after I select an Issue Type?
The form dynamically updates to display only the fields required for that specific type of request.
Why do I need to specify the environment?
The environment helps the support team identify where the issue occurred (e.g., Production vs. Test) to troubleshoot more accurately.
Why is business justification required for High or Urgent priority?
This helps the team understand the immediate impact on your operations and prioritize resources appropriately.
What if I do not know all the technical details?
Provide as much information as you can. Visual evidence like screenshots and clear descriptions of the "Expected" vs "Actual" results are excellent starting points.