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Help us help you with Commerce

  • Article

In addition to the general questions and points covered in the following sections, the specific support teams for Dynamics 365 often require additional information for the topic. This article contains tips for supporting solutions with Dynamics 365 Commerce. Find the section that aligns with your issue in the following sections. For unique or uncommon issues, there might not be a specific section; in such cases, refer to the general guidance page on what information to submit. Also, we recommend that you review the provided troubleshooting links before opening a case. Providing clear and detailed information in the support ticket helps the support engineer address the issue more efficiently and in a timely manner.

Commerce troubleshooting

For troubleshooting specific issues, review the article Commerce Troubleshooting and FAQs.

You can also find how-to guides in the article Dynamics 365 Commerce troubleshooting.

For specific topics, see the following sections:

Point of sale POS

If the issue is observed or related to POS Store Commerce, provide the following details:

  • Reproduce the issue, and provide us with the application session ID along with exact time stamp, including your time zone.

  • Provide the exact steps for how you reproduced the issue.

  • Collect the following information for each sample if you can't repro the issue on demand, but have a few samples or the problem:

    • Transaction number or receipt number where the issue occurred, and/or
    • DeviceRecId (captured from Settings page on same device), along with exact time stamp (including your time zone)

B2C eCommerce

If the issue is observed or related to an eCommerce B2C site, these details are often needed:

  • The URL of the B2C site
  • The exact repro steps starting from home page

B2B eCommerce

If the issue is observed or related to an eCommerce B2B site, then provide the following information:

  • The URL of the B2B site
  • The exact repro steps starting from home page
  • A test account if it's not a production environment and you want the support team to sign up using a test email account to reproduce the issue

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