Add-on and Customization Issues

Add-on and Customization Issues

Determine whether the issue comes from a capability that is not included or available, an unsupported rule or field, the executed configuration, an interaction between controls, or an approved Customization item that is missing or not producing its defined result. Preserve the current activity evidence before changing rules or starting another migration activity.

Use this page when an Add-on or approved Customization is unavailable, cannot represent the required behavior, produces no observable target change, affects the wrong records or values, or conflicts with another configuration control.

Add-ons and Customization are independent

A service may include Add-ons without Customization, Customization without Add-ons, both, or neither. Do not treat an unavailable Add-on as proof that Customization is missing, or treat approved Customization as an included Add-on.

Identify the affected capability

Observable problem	What it usually means
The Add-ons stage does not appear	The purchased service may not include an Add-on, the wrong service or migration path may be open, or the current activity may not expose configuration changes.
Data Filter, Advanced Data Mapping, Advanced Database Mapping, or Data Transformation is missing	The corresponding purchased Add-on may be absent, unavailable for the selected migration path, or not applicable to the selected data type. Advanced Database Mapping additionally requires both platforms to be Open-Source.
A required field, operator, expression, or target destination is unavailable	The migration path or platform data model may not expose it through the supported Add-on. The requirement may need another supported configuration layer or Custom Service review.
A rule produces no observable target change	The affected data may be outside the selected scope, the rule may not be part of the executed configuration, the wrong source field or value may have been used, or the target result may be hidden by target-side conditions.
A rule affects too many or too few records	The data type, field, operator, value, rule combination, source-data window, or interaction with another rule may not match the approved scope.
A transformed value is incorrect or inconsistent	Source values, empty-value behavior, rule precedence, data type, target constraints, or another transformation may produce a different result than expected.
A mapped value appears in the wrong field or not at all	The source field, target field, custom target field, data type, uniqueness rule, or relationship dependency may be incompatible.
The Custom stage does not appear	The service may not include approved Customization, the wrong service may be open, or no approved item is ready for selection.
An approved Customization item is missing or inactive	The item may not be attached to the service, may not be ready, may have changed after approval, or may require Next-Cart review.
A selected Customization produces an unexpected result	The selected item, affected data types, dependencies, approved examples, or interactions with Mapping and Add-ons may not match the executed activity.
The issue appears only in a Demo Migration	Add-ons and Customization are unavailable in Demo. Validate them through a Full Migration or a later supported migration activity.

Confirm the service and activity

Before changing configuration, record:

• the purchased service and fixed Source Platform to Target Platform migration path;
• whether the purchased migration includes Data Filter, Advanced Data Mapping, Advanced Database Mapping, Data Transformation, approved Customization, or a combination of these;
• the migration activity and its date or History entry;
• whether the activity was a Full Migration or a later migration action;
• the action selected for that activity;
• the data types and source-data window involved;
• Success, Failed, and Skipped results for the affected data type;
• the expected result and the actual result for representative source and target records.

A first migration has no last-used configuration. A later activity that used Continue the Migration with the Last Used Configuration reuses the recorded configuration unchanged. When the requirement depends on a changed Add-on rule or Customization selection, verify that the intended activity used a configuration path that allowed and included that change.

Diagnose the issue safely

1. Confirm the correct service and migration path

   Open the purchased service that contains the expected Add-on or approved Customization. Do not infer availability from another order or migration path.

2. Confirm the feature is included and applicable

   Verify which Add-ons were purchased and which Customization items were approved. Confirm that the affected data type and platform path support the intended control.

3. Confirm the executed configuration

   Review the activity, migration action, selected data, Additional Options, Mapping, Add-ons, and Customization that actually applied. Do not rely only on the configuration currently visible after the activity.

4. Reduce the problem to one testable rule or item

   Identify the exact data type, source field or condition, expected target result, and representative records. Separate missing availability from incorrect output.

5. Check the correct configuration layer

   Use standard Data selection and Additional Options for supported scope and behavior, Attribute Mapping for standard operational values, Data Filter for field-based record conditions, Advanced Data Mapping for supported field destinations, Advanced Database Mapping for eligible supported field/database-column destinations, and Data Transformation for supported resulting target-value changes.

6. Check interactions

   Confirm that filtering does not remove records needed by a transformation or Customization, that multiple transformations do not conflict, that mapping destinations are compatible, and that Customization dependencies are present.

7. Check the target result directly

   Search representative records by stable identifier. Verify the target admin value, relationship, language, site, channel, status, and storefront presentation before concluding that the control failed.

8. Classify the corrective path

   Correct a supported configuration error through the relevant configuration guide. When the required field, logic, destination, dependency, or output is unsupported, prepare a Custom Service escalation instead of forcing an incompatible rule.

9. Verify with the same samples

   Confirm that the corrected scope produces the expected result without introducing missing, duplicate, conflicting, or destructive effects elsewhere.

Use the related guide

Problem area	Related guide
Record inclusion or exclusion	Configure Data Filter
Supported value transformation	Configure Data Transformation
Supported field remapping	Configure Advanced Data Mapping
Eligible supported field/database-column mapping	Configure Advanced Database Mapping
Standard site, language, group, location, or order-state value mapping	Configure Attribute Mapping
Selecting an approved tailored item	Select Customization
Changing configuration after an earlier completed activity	Compare Migration Action Options
Unsupported data, bespoke logic, or a changed tailored requirement	Prepare Custom Service Requirements

Verification

The issue is resolved when:

• the expected Add-on or Customization is available only where included and applicable;
• the executed activity contains the intended rule or selected item;
• representative source records produce the approved target result;
• excluded records, empty values, and edge cases behave as defined;
• field destinations and relationships remain valid;
• interactions with Data, Additional Options, Mapping, other Add-ons, and Customization are understood;
• no unrelated records are missing, duplicated, overwritten, or exposed incorrectly.

Evidence to collect

Include:

• Order # or migration reference;
• Source Platform and Target Platform;
• migration path and activity date;
• Add-on name or approved Customization item;
• affected data type;
• the exact source field, condition, expression, or target destination where relevant;
• representative source and target identifiers;
• expected result versus actual result;
• screenshots of the customer-facing control, status, or result;
• Failed or Skipped evidence where present;
• interactions with other rules, mappings, or Customization items;
• the approved requirement reference for Customization.

Mask personal data and secrets. Do not include passwords, complete secret keys or access keys, payment-card data, or unrelated customer records.

Escalate when

Open a ticket when:

• a purchased Add-on is absent from the correct Active service;
• an approved Customization item is missing, inactive, or unavailable;
• a supported field, operator, expression, or destination behaves differently from the approved model;
• a corrected rule repeatedly produces inconsistent results;
• the requirement needs unsupported fields, external data, bespoke relationships, or custom target behavior;
• conflicting controls cannot be separated safely;
• another activity could create duplicate, missing, or destructive results.

For a non-standard or changed requirement, continue to Custom Service Escalation. For a supported feature that is malfunctioning, submit the evidence through Tickets without redefining the requirement as Custom Service.