Include the context
- Your store name as shown in Shopify admin
- Theme name and theme version
- Affected storefront URL
- Device and browser
Support
Bring the cart state. We’ll trace the problem.
The most useful support request shows where the behavior happened, what the shopper did, and what appeared instead.
Make it reproducible
- Exact steps from page load to the issue
- Products and variants in the cart
- Discount code or reward condition
- Expected and actual result
Add visual evidence
- Full-page screenshot or short recording
- Relevant Smart Cart settings
- Whether the issue happens in preview and live theme
- Approximate time it occurred
Before emailing
Fast checks for common setup issues.
Confirm that the Smart Cart app embed is active in the published theme, then test in a private window with one simple in-stock product.
For a structured review, use the cart drawer troubleshooting guide or the QA test-case checklist.