Sellerdeck Support Notifications - No Longer Received

[Mantra]

We have not been receiving email notifications of responses to our last couple of support tickets for sometime.

I have reported this back to SD Support twice now but there has been no change!

It is not good having to login to the Jira account to check for progress and comments raised!!

Is anyone else experiencing similar problems with SD Support requests?

ClearAccept Client Support is even more bizarre - you get an acknowledgement with a Case Number but no link to the ticket reporting system to check progress etc.!!!

[mje]

We raised a ticket yesterday 10 am ish, and got an email instantly acknowledging it, email contained a link to "review status" but when I try to open it, the page times out.

Having read your post Martin, I logged in and there are three automated responses, one yesterday and two today, basically all saying "Waiting for development team"

I didn't recieve any notifications as has been the case previously.

I noticed on the righthand side of the ticket it says "notifications on"

[zgap111]

I never thought the acknowledgement was broken... checking... I still have 2 tickets with no response from them since March so no change for over a month

#1 : Customer could not pay via ClearAccept's Sellerdeck Payments (reported 31/01/2025 = almost 5 months ago! : Safari Version 18.3 on a MacBook Pro Sequoia 15.3)

#2 : Google XML Feed is showing "free shipping" = we have a "collect at door" set for "offline", none of the the "online" shipping methods have "free shipping"
- this ticket was closed without even an answer... and it was re-opened when I mentioned that...

...and ClearAccept... yes... no support there either... : Their website's Export to csv still is broken (since Sept 2024)... no response...

We haven't updated from v18.2.2
No progress on any tickets... is this "support" we getting?
... not sure if the support contract is worth paying anymore (we just paid so 12 more months and no excuse for no money in the kitty for support)

[mje]

We did get an email notification this morning requesting a support snapshot.

[zgap111]

Yes, I got an email notification for ticket #1
- got some code to change... how strange... after such a long time waiting

[Mantra]

I reported the problem with SC Support again today at 01:21 PM so it may have been acted upon.
I also got a response from ClearAccept to resolve the issue raised with SD Support to expedite a response from ClearAccept .

[zgap111]

Support seems to have come back to life... got an answer to #2

The developer looking into this has come back saying “The cheapest available shipping option is determined by the desktop application. There is no override possible so the only option is to edit the xml file and re-upload it to the server.”

We suggest a Wish List entry to be able to either explicitly exclude free shipping from the feed or to be able to selectively exclude specific shipping classes.

Please let me know if this can be done our behalf

An offline "EX WORKS" with nil value is submitted to Google as "Free Shipping"... and anyone online will NEVER be able to find this "Free Shipping" option...

if it was SQL, just add something like "WHERE [Site1_Shipping].dbo.[Classes].[bAvailableOnline]=1"

... workaround... remove that part of the Google XML generated by Sellerdeck... or... set a value for the "EX WORKS" and any other nil value shipping...

... looks like another Sellerdeck flaw with a "workaround"