LL - Health Brands Tech Issues or Operational Requests

If you are experiencing a technical issue with one of our sites, forms, emails, etc. please read this before posting it.

Most technical issues should be reported to your manager first so they can try to replicate the issue before turning it over to our tech team. Our intention for the bug_reports channel is to post issues there that require tech assistance. Since we have limited tech resources, a manager should try to triage the issue and determine the seriousness, before placing it in that channel. 

 Before posting the issue:

  • Did the website give you any error codes or warnings?
    • Does the error/warning say to contact a support team other than ours? For example, an error in recharge will often say to contact Support@rechargeapps.com. (This is because the functionality of the site is managed by recharge, not our team, which is the case with many of our other sites too). If there is a recommendation to contact an external source, we should do that before posting to our internal tech team. Their support team will advise you to correct the issue internally if the issue is not on their end. Then please post the issue in detail, with the response from the website support in the bug_reports channel.  

Always Provide full details of the issue: 

  • A description of the issue
  • If you were you able to replicate the issue
  • The customer name/email, order number, product name, product id, campaign id, and price.
  • Associated URLs, coupon codes, links 
  • Examples, screenshots, video capture 
  • Any other pertinent info  

Customer-reported issues:

  • If a customer reported the issue, you should attempt to replicate it. Click on the link, visit the website, and check to see if you get the same result as the customer. If so, make sure to let your manager know when posting that you were able to replicate the issue. If it can’t be replicated, then we'd want 3 examples of customers stating the same issue before turning it over to be checked. This might be something you post in your team slack channel so the team is aware and others can help find examples. Once examples have been collected the manager should decide whether to notify the tech team or place the issue in the project ops channel. 

Post the issue to your manager:

Generally, issues should be posted in your team channel with your manager tagged (@Rae or @Eve). This allows others on the CH team to view the issue and add any examples they may have also seen. 

Posting in your team channel first will allow all the managers to view it and assist you in how to move forward. 

Note: If it is after hours, on weekends, or NO manager (Tracy, Lori, Brooke, Rae, Eve, or Elana) is on duty and a checkout page or shopping cart is down OR there is a perceived hacking attempt, please post directly to the bug_reports channel. 

Other Operational issues - Coupons, Product Updates, Broken Links, Videos, 

1. Is a checkout page or shopping cart down? 

  • Check-out pages and shopping carts are typically managed internally, not by the hosting website, therefore if an order can't be placed and there is no error recommending you contact xxx@thewebsiteyouareviewing.com then you should post this in the bugs_report channel and tag @here. Making sure our carts are working is a top priority. 

2. Is there a perceived hacking attempt? 

  • Contact Tracy or Brooke during Daytime US hours or post immediately in bug_reports and tag @here (if overnight or on a weekend). Protecting our websites and data is of utmost importance and these issues should be addressed by Tracy, Brooke, and/or Blake. 

3. Issues with links in emails not working

  • health brands - post to the internal email channel 
  • tsm/rad - post to project ops channel

4. Issues with a VSL not working - post to project ops channel

5. Coupons or Promo issues -

  • health brands - post to the internal email channel tag Joh 
  • tsm/rad - post to project ops channel tag Tracy

6. Product discrepancies in Shopify or sticky, pricing issues, website typos - post to project ops channel - tag Brooke

7. Is Pitney Bowes' website down or you are unable to log in - a case can be opened with PB through client connect, if you don’t have access contact, Beth in the TBF Fulfillment channel. 

7A. Inventory or fulfillment center issues - Contact Beth in TBF channel. 

8. Sticky, Recharge, Shopify, Slack, HelpScout, DialPad, Zoho, ShipStation outages - check site status pages for outages, if it is a known issue continue to check the status page for an update. If resolved, and you are still having issues, or the site does not reflect the issue you are experiencing, please contact their support directly to report the issue in detail. Please post a message to bug_reports if Sticky, Recharge or Shopify are down with a link to the status page to make the entire team aware that there is an outage, whether you have reported it or it is already on the status page, and also follow up when it is resolved. If it has already been posted, no need to repost.  

9. HelpScout, DialPad, Zoho internal issues -

  • (workflows, settings, unable to locate something you know should be there) - contact Lori 


10. ShipStation internal/functional issues - (workflows, settings, unable to locate something you know should be there) - contact Tracy

The customer is unable to log in to recharge, membermouse, kajabi - this is usually a user error. For recharge login issues, you can see if an account has been set up inside shopify. (there is a separate article for troubleshooting this issue). For member mouse/kajabi check the LL for articles - Log in help first, and that doesn’t resolve the issue reach out to your manager for assistance or contact the support channel for that website (aka kajabi support or recharge support). 

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