Still can’t resolve the issue? That’s okay we are here to help you as best we can.
If you have checked the common errors section and your issue isn’t there or you have tried to fix the issue but still not working as intended then it is time to contact us at email@example.com and we can have a look and let you know.
If your issue is currently breaking your website from transacting and you and your developer can see it may be the Temando Plugin you can always come on to our online chat system to get to us immediately look. Go to https://support.temando.com/hc/en-us/requests/new . Our office chat hours are between 8.00am and 5.00pm AEST (Monday- Friday).
When you are contacting us it is always best to include the following information in your inquiry:
- Frontend Website URL:
- Magento Admin URL:
- Restricted Access/ Magento User Login:
- Restricted Access/ Magento User Password:
- Current Version Number of Installed Temando Plugin:
- Current Version Number of Magento Installed:
If there is any additional information you want to provide the help resolve the issue or if you have any screenshots of the errors, that would be appreciated.
If you are having issues similar to common errors please include all details e.g. SKU, rule information , order number , XML / Developer Logs that relate to your issue so we can diagnose and get you back on track. If your issue isn’t normal or seems to be in frequent a step by step of how to replicate the issue will help.
Also if you have your developer or System Integrator contacting on your behalf, please let us know this and which client id / login id they are requesting help for. This will help us know who we are talking to and how to direct the details. If you are contacting us but do have a developer that will be completing the fix for you please CC them in on the inquiry so we know all parties have the details.
If you are unable to give us any of these details don’t worry just let us know and we can help you find them. Once we have your details of the inquiry we will endeavour to get back to you with acknowledgement of the inquiry within 48 business hours of this being received. If your issue is higher in severity it will be a closer turnaround. As stated if you website are unable to get shipments or process orders using Temando please contact us via Chat as we can quickly access the situation and provide you details to do immediately if possible.
It is always best when troubleshooting to have a staging version of your website and magento that is kept as close as it can to the production environment. This will always help when testing a solution and have the reassurance that it will not break ( or break further ) your current production / live site. This is also great when creating new rules or trying new plugins and see how the will interconnect with what you have setup already.