A focused Ticket gives Support the evidence needed to identify the issue, assess the affected scope, and recommend the safest next action.
A good ticket gives Support enough context to identify the issue, reproduce the problem, review the affected data, and recommend the next action. Include the Order #, purchased migration, migration path, affected records, screenshots, and expected result whenever possible.
Keep each ticket focused on one issue or one custom requirement. Separate unrelated issues into separate tickets so each item can be investigated and resolved clearly.
Before you submit a ticket, gather as much relevant information as possible.
Requirement Why it matters Next-Cart account access Tickets are managed from the account that owns or operates the service. Order # and migration path Support uses these to identify the order and purchased migration. Source Platform and Target Platform The issue may depend on platform-specific behavior or limitations. Source store URL and target store URL Support needs to identify the affected environments. Affected data type Products, Categories, Customers, Orders, Reviews, Coupons, Pages, or another supported data type. Record examples Sample SKUs, product IDs, order numbers, customer emails, or page URLs help support verify the issue. Screenshots or exports Visual evidence reduces back-and-forth. Expected result Support needs to know what you believe the correct result should be. Urgency and timeline This helps support understand launch risk and priority.
Issue area Use a ticket when Account access You cannot access the correct account, purchased migration, order, or account setting. Orders and payment Payment status, order details, Add-ons, or transaction records do not look correct. Purchased migration The migration is missing, inactive, or tied to the wrong migration path. Connection setup Required credentials, KitConnect, source data files, or platform access cannot be verified. Configuration Data selection, Add-ons, options, or mappings do not match what you need. Migration progress Migration work is blocked, paused, incomplete, or showing unexpected status. Validation Migrated records are missing, duplicated, mismatched, or structurally different from expectations. Entity Points Point consumption, plan capacity, or upgrade behavior needs review. Custom Service Non-standard fields, third-party app/plugin/module data, or bespoke transformations need expert review. Launch blocker A problem affects checkout, key products, orders, redirects, customer access, or go-live readiness.
Sign in to your Next-Cart account.
Open My Account .
Select Tickets .
Create a new ticket.
Choose the closest issue category, if categories are available.
Enter a short, specific subject.
Add the Order # and migration path.
Add the Source Platform and Target Platform.
Add the source store URL and target store URL.
Describe what happened.
Describe what you expected to happen.
Add affected data types and record examples.
Attach screenshots, exports, or other supporting files when useful.
Add urgency, launch timeline, and time zone.
Submit the ticket.
Use a subject that names the affected area and the visible issue.
Weak subject Better subject Help Shopify to WooCommerce order totals mismatch after Full Migration Problem with products Missing product images for 25 sampled products on target store Need support Entity Points capacity exceeded after source order volume increased Custom request Custom Service request: map source product metafields to target product attributes Urgent Launch blocker: top category URLs return 404 after validation
Issue type Evidence to include Missing products or categories Product IDs, SKUs, source URLs, target URLs, screenshots, expected category placement. Missing customers or orders Customer emails, order numbers, order dates, source screenshots, target screenshots. Mismatched order totals Order number, source total, target total, tax lines, discounts, shipping amount, screenshots. Missing images Product SKUs, source image URLs, target product URLs, examples of broken or missing images. SEO or redirect issue Old URL, expected target URL, current result, browser screenshot, priority level. Connection issue Platform, affected side, separate Source and Target Test Connection results, credential type, error message, setup stage, screenshot, and whether the credentials were recently changed. Entity Points issue Order #, migration path, current Entity Points Plan, expected data volume, visible message. Custom Service request Data type, source field or data location, expected target field, transformation rule, examples, pass criteria.
Share only the access and data needed to investigate the issue. Avoid sending full customer lists, payment data, or unrelated private information unless support specifically requests a secure transfer path.
Open My Account .
Select Tickets .
Open the ticket you want to review.
Check the latest response, status, and requested action.
Provide any missing details in the same ticket thread.
Add new screenshots or record examples if the issue changes.
Confirm when the issue is resolved.
Keep the ticket open until you verify the fix in the target store or account area.
After submitting a complete ticket, support should have enough information to:
identify the correct account, order, purchased migration, and migration path;
understand the affected task or data type;
review the issue using concrete examples;
compare the current result with the expected result;
recommend a fix, request specific missing information, or escalate the case;
help you verify the result after the issue is handled.
Check Pass condition Account or order issue The account, order, payment status, or purchased migration now shows the expected state. Connection issue The affected Source or Target Test Connection succeeds, the other side remains verified, or the required file-based setup can continue. Configuration issue Data selection, options, mappings, or Add-ons now match the intended setup. Migration progress issue The migration status is no longer blocked and the next action is clear. Data issue Sample records in the target store now match the expected result or an accepted limitation is documented. Entity Points issue The plan, consumed points, upgrade path, or capacity message is understood and actionable. Launch blocker The blocker is resolved or has a documented workaround approved for launch.
Issue What to do You cannot submit a ticket. Confirm you are signed in to the correct account. If the Tickets area is unavailable, use the support contact path available from the website. Support asks for more information. Reply in the same ticket thread with the requested details, screenshots, examples, or access notes. The issue affects launch timing. Add the launch date, time zone, affected business area, and severity to the ticket. You reported multiple unrelated issues in one ticket. Split unrelated issues into separate tickets so each can be tracked clearly. A data issue is not reproducible. Add exact sample records, source screenshots, target screenshots, and the validation step that shows the mismatch. A Custom Service request is too broad. Rewrite it as testable rules with source condition, target result, examples, and pass criteria. A fix was applied but the target store still looks wrong. Recheck the same sample records, clear cache if relevant, and reply with updated screenshots and examples.
