Guides

Reporting Issues

When you report an issue, include clear reproduction steps and browser network logs so the support team can diagnose the problem quickly.

For any checkout, cart, or promotion-evaluation issue, include a HAR file from your browser. A HAR file captures the network requests made on the page while the issue occurs.

Before you report

Check the Deducto status page first. If there's an active incident affecting the API or Dashboard, the behaviour you're seeing may already be known and under investigation – the status page carries the latest updates and, where available, an estimated time to resolution. You can also subscribe there to be notified of future incidents.

What to include in an issue report

Use the template below and fill in each field:

Issue Summary:
[Briefly describe the problem]

Steps to Reproduce:
1. [Step 1]
2. [Step 2]
3. [Step 3]

Expected Result:
[What should happen]

Actual Result:
[What happened instead]

Store URL:
[e.g., your-store.myshopify.com]

Page URL:
[Full page URL where the issue occurs]

Environment:
[Production / Non-production]

Time of Issue:
[YYYY-MM-DD HH:MM]

Timezone:
[e.g., UTC+10, Australia/Melbourne]

Screenshots or Recording:
[Attach files or paste links]

HAR File:
[Attach HAR file captured while reproducing the issue]

How to capture a HAR file in Chrome

  1. Open Chrome and go to the page where the issue occurs.
  2. Open Developer Tools:
    • Windows/Linux: Ctrl + Shift + I
    • Mac: Cmd + Option + I
  3. Click the Network tab.
  4. Enable Preserve log.
  5. Enable Disable cache.
  6. Click the clear icon (circle with a slash) to remove old requests.
  7. Reproduce the issue from start to finish.
  8. In the Network tab, click on the download icon to export HAR (Sanitized).
  9. Save the file and attach it to your issue report.

How to capture a HAR file in Firefox

  1. Open Firefox and go to the page where the issue occurs.
  2. Open Developer Tools:
    • Windows/Linux: Ctrl + Shift + I
    • Mac: Cmd + Option + I
  3. Click the Network tab.
  4. Click on the settings icon (gear) in the Network panel and enable Persist Logs.
  5. Enable Disable cache.
  6. Click the trash icon to clear existing requests.
  7. Reproduce the issue from start to finish.
  8. Click the settings icon in the Network panel and choose Save All As HAR.
  9. Save the file and attach it to your issue report.

Privacy and security notes

HAR files can include request and response data, which may contain sensitive information.

Before sharing a HAR file:

  1. Use a test account if possible.
  2. Avoid capturing sessions that include personal or payment data.
  3. Review the HAR file and remove sensitive values if your process allows it.

Updated 6 days ago