Troubleshooting & Support
Escalation & contacts
Who to contact when something breaks, by type of issue.
Escalation & contacts
👤 Ops · 🛠 Dev
Route an issue to the right owner. See Who owns what for the fuller ownership picture.
Escalation matrix
| If the issue is… | Owner | Notes |
|---|---|---|
| Store content, products, orders, refunds | Car Battery Pro staff | Use this handbook + Shopify help. |
| Theme bug or visual problem | Conversion Kings | While on retainer. |
| Vehicle lookup / postcode / booking API errors | Conversion Kings | Backend (Cloudflare Workers), while on retainer. |
Paid order not confirmed / order_paid webhook failing | Conversion Kings | Backend webhook health, while on retainer. |
| No batteries for any vehicle (Shopify app/OAuth dropped) | Conversion Kings | Backend ↔ Shopify Admin connection. |
| Fitment data (a battery/vehicle mapping is wrong) | Conversion Kings | API-side data (AutoInfo). |
| Installation scheduling / calendar / dispatch | Car Battery Pro central office | Owns the Google Calendar and installers. |
| Payments, checkout, platform outages | Shopify Support | Shopify-hosted. |
| Analytics / GTM configuration | Car Battery Pro | Container GTM-T7Z4P3GQ. |
Before you escalate
Gather this so the owner can act fast:
- What the customer/user did, and what happened vs what was expected.
- The page URL and the time.
- For technical issues: console errors, the failing
/v1/...request and its status, and whether debug mode is on. See Diagnosing.
Contacts
To be completed by Car Battery Pro / Conversion Kings. Record the real names, emails, phone numbers, support hours, and response-time expectations here:
- Conversion Kings (theme + API, while on retainer): name / email / channel / hours
- CBP central office (scheduling & dispatch): name / email / phone
- CBP store/account owner: name / email
- Shopify support plan / contact: link / plan level