If you or one of your customers experiences a technical issue on SauceyDirect — such as problems with account creation, login, or placing an order — our Support Team can help resolve it as quickly as possible.
To do that efficiently, it’s important to include as much detail as possible when you report the issue.
📩 Where to Report an Issue
You can report a technical issue by emailing merchant-support@sauceydirect.com or by clicking the “🔍 ” icon in the top right corner of your Merchant Dashboard.
When submitting an issue, please include the details below so we can diagnose and fix the problem faster.
🧾 Information to Include
To help us troubleshoot accurately, please provide the following information in your report:
1. Customer Information
If the issue involves a specific customer (for example, they’re unable to log in or complete checkout), please include:
Full Name
Phone Number
Email Address (as used on their SauceyDirect account)
This helps our team locate the customer’s profile and view order or account logs.
2. Description of the Issue
Explain exactly what happened in as much detail as possible.
Include:
What the user was trying to do (e.g., “create an account,” “add item to cart,” “submit payment,” etc.)
What stage of the process the issue occurred (e.g., “after clicking ‘Submit Order,’” or “during ID verification”)
What error message appeared (if any)
Whether the issue occurred on desktop or mobile browser
Example:
“Customer was on mobile Safari, trying to check out after adding products to cart. After clicking ‘Place Order,’ the page froze and never confirmed payment.”
3. Screen Recordings or Screenshots
Visuals are extremely helpful for our support and development teams to understand the issue.
Whenever possible, please include:
A screen recording showing what happened leading up to the problem
A screenshot of any error messages or blank pages
✅ Pro Tip: On most devices, you can take a quick screen recording by pressing:
iPhone: Control Center → Screen Record
Android: Swipe down → Screen Record
Computer: Apple → Command+Shift+5, Windows → Windows+Alt+R
Attach these files directly to your email.
4. Merchant and Store Details
If the issue occurred on your store’s site or dashboard, please include:
Your store name
Your SauceyDirect store URL (e.g.,
https://direct.saucey.com/shop/your-store-name)Your name and contact email (so we can follow up if we need clarification)
🕐 What Happens Next
Once your report is submitted:
Our Support Team will review your message and replicate the issue if possible.
If it’s a known or system-wide issue, we’ll confirm and provide an estimated resolution timeline.
If the issue is isolated, we’ll work directly with you to gather additional details or log data as needed.
💬 Example Support Ticket
Subject: Customer Unable to Place Order – Payment Screen Stuck
Customer Name: John Smith
Customer Email: johnsmith@gmail.com
Issue Description: Customer was trying to place an order from their phone. After entering card info and clicking “Checkout,” the screen froze and did not confirm.
Device/Browser: iPhone 14, Safari
Screenshot: [attached]
Screen Recording: [attached]
✅ Best Practice:
The more detail you provide, the faster we can identify the root cause and resolve it. Even small context (like browser type or time of day) helps us troubleshoot effectively.
Need Help?
If you’re unsure what to include or can’t capture a screen recording, don’t worry — send whatever details you have to merchant-support@sauceydirect.com, and our team will guide you through what’s needed.
We’re here to help make sure your platform runs smoothly for both you and your customers.