Purpose #
This article explains how clients should report bugs, incidents, or technical issues to Shopstars, what details are required for efficient troubleshooting, and how escalation is handled when an issue is critical or unresolved. Clients should use this as the reference for ensuring their issues are logged, prioritized, and resolved quickly.
Why Structured Reporting Matters #
Without clear reporting, issues can be delayed or misdiagnosed. Missing information such as error messages, browser type, or steps to reproduce can result in unnecessary back-and-forth and wasted time. Structured reporting allows Shopstars to replicate problems quickly, assign them to the right team, and resolve them efficiently.
How to Report an Issue #
Step 1: Log in Basecamp
- All issues must be logged in the client’s Basecamp project.
- Each issue should have its own thread with a clear subject line (e.g., “Checkout not loading on Safari” or “Pixel not firing for Add to Cart”).
- Slack may be used to flag urgency, but Basecamp is the official record.
Step 2: Provide Full Details
When reporting, clients should include:
- Affected page URL(s)
- Device and browser (e.g., iPhone Safari, Windows Chrome)
- Steps to reproduce the issue
- Screenshots, video recordings, or error messages
- Time and date when the issue occurred
- Whether it is affecting all users or a subset (e.g., specific products, regions)
Step 3: Assign Priority
- Critical: Store down, checkout broken, or security breach.
- High: Major feature broken (pixels, payments, inventory sync).
- Standard: Non-critical bugs (styling issues, broken links, content corrections).
- Low: Suggestions, questions, or cosmetic adjustments.
Shopstars will confirm or adjust the priority after reviewing impact.
Escalation Process #
Critical Issues
- Must be logged in Basecamp and flagged in Slack immediately.
- Acknowledgment within 1 hour during business hours.
- Continuous updates until resolved.
High Priority Issues
- Acknowledgment within 4 business hours.
- Resolved within 24–48 hours where possible.
- Escalated internally if resolution requires platform or third-party vendor involvement.
Standard and Low Priority Issues
- Acknowledged within 1 business day.
- Scheduled into the next sprint or maintenance cycle.
Unresolved or Repeating Issues
- If an issue persists after attempted fixes, it is escalated to senior developers and project managers.
- External vendors (Shopify Support, app developers, or payment providers) are contacted when root cause is outside Shopstars’ control.
- Clients are notified of escalation status in Basecamp, with expected timelines for vendor response.
Documentation and Tracking #
Every issue reported in Basecamp becomes part of the client’s support log. This log includes:
- Date reported
- Assigned priority
- Team member responsible
- Status updates
- Resolution date and actions taken
This ensures accountability and prevents issues from being lost or repeated unnecessarily.
Client Responsibilities #
Clients must:
- Report issues in Basecamp, not only in Slack or email.
- Provide all requested details to avoid delays.
- Approve or confirm fixes after testing on their side.
- Notify Shopstars promptly if an issue reappears after resolution.
Summary #
Issue reporting and escalation at Shopstars follow a structured process to ensure fast and effective resolution. Clients log issues in Basecamp with full details, assign priority, and use Slack only for urgent escalation. Critical issues are acknowledged within 1 hour, while standard and low-priority items are scheduled into sprints. Documentation in Basecamp ensures every issue is tracked transparently from report to resolution.
