Common issues

First checks

• Refresh the page and retry once.
• Confirm the relevant channel is connected.
• Confirm your user has permission for the action.
• Check if the issue is limited to one account/listing/order.

Connection and authorisation issues

If connect/reconnect fails:

1. Re-run Reconnect from the relevant Control tower card.
2. Use Connections instead if the provider is Royal Mail.
3. Ensure you approve all requested permissions during authorisation.
4. Retry and confirm the card returns to a connected state.

Message and offer issues

If Inbox data looks stale:

1. Open Inbox and click Refresh.
2. Check thread or offer status again.
3. If still stale, capture one example and timestamp for support.

Listing and order action errors

If revise/import/cancel/refund actions fail:

1. Confirm the listing/order is in a valid state for that action.
2. Retry once after refreshing.
3. If still blocked, capture the exact error message and screenshot.

Escalation checklist

When contacting support, include:

• Customer/account name
• Channel name
• Time of failure
• One concrete example (order/listing/thread)
• Screenshot of the error