Knowledge Base

Help Articles

Accounting Integrations - Common Errors
Add POS Staff User Accounts
Add and Manage Maropost Commerce Cloud POS Registers
Added Feature: Stop a Running Campaign & More!
Admin Forms - Cancellation of Retail Express
Admin Forms - De-activating an Outlet
Admin Forms - Mobile Dashboard De-activation
Admin Forms - Re-activating an outlet
Agent Only - Accounting 101
Agent Only - Offline POS Troubleshooting
Agent Only Accounting Link - How to update the MYOB File location
Agent Only Accounting Link - How to use POID to determine when Accounting Link extracted a PO
Agents Only - Tyro Dev Unit Setup
Agents only - Turning on Feature flags
Amazon US Field Mapping
Auto-populate Campaign Details Based on Selected List & More!
Bug Fixes - April 2020
Bug Fixes - August 2020
Bug Fixes - July 2020
Bug Fixes - June 2020
Bug Fixes - March 2020
Bug Fixes - May 2020
Bug Fixes - September 2020
Change Product Description
Changes to Web Tracking and Acquisition Scripts
Chrome not talking to hardware after release to fix Chrome update forcing SSL
Clear Non Present or Hidden Ports in Device Manager
Connect to a Client Site with SFTP
Consolidated Drag-and-Drop Editor, Querying Split Campaigns & More
Course: Set up Accounting Integrations
Course: Set up Maropost Commerce Cloud Inventory
Create A Sandbox Maropost Commerce Store For Testing
Create Tags within Campaigns & Merge More Content Feeds
Create a Maropost Commerce Store On Behalf of a Client
Create a Supplier Return
Create, Edit and Update Referrals
Creating Existing Client Quotes
Critical Issue (Resolved) - Images Not Visible in Image Library
Customer Contact Log Overview
Customer Search
Customise POS Receipts
Data Journey Enhancements & More
Data Preparation - Product data import
Delete a Shipping Option
Deploy - Additional Store Licence
Deploy - All APIs
Deploy - Enable Shippit Integration
Deploy - Franchise Connect (Head Office)
Deploy - Hardware Coupon Codes
Deploy - Magento 2.1 Skylink Connector
Deploy - Mobile Dashboard
Deploy - Modern (Restful) API
Deploy - New Unified Core API
Deploy - Overview
Deploy - Shopify Click & Collect
Deploy - Shopify Connector
Deploy - Shopify Gift Vouchers
Deploy - Translator HQ Connector (for Bigcommerce, Woocommerce etc)
Deploy: Unified API
Draft Purchase Orders - Create a Purchase Order
EFTPOS (Linkly-based) troubleshooting - Yellow C
EFTPOS Declined error (LINKLY ONILY)
Emergency Incident - Content Management
Emergency Incident - Management Process
Empty Hardware Services remover Automation Script
Enable logging (agents only)
Enhanced Segmentation for Order Status
Epson Port Assignment Tool Error - When uninstalling
Error when using Tyro payment option in Retail Express Hardware Utility
Filter DNM in Branded Lists, Archive & Filter Dynamic Content Lists & More!
Finance - Allocation of Incoming Money to invoices
Finance - Bad Debtor Process
Financial Summary Report
Format and Import eParcel Zones
Generate link to capture clients payment details
Get Training on the Maropost Commerce Platform
Glossary of Terms
Grant Access To a Client For A Webstore You've Created
Gross Profit Report - Fulfilled
Gross Profit Report - Invoiced
Hardware Services
Hardware Utility Errors and freezing
Help Articles
How To Deal With: Queries on Licence Purchases
How To Deal With: Queries on Monthly Fees
How To Use AI Chatbot
How can I find which port my USB adapter is connected to ?
How to Send a Solution Agreement
How to get Edge working with label printing (Windows 11)
How to ping the Hardware Service
How to use multiple currencies through the Web Service API
How to use the web browser Developer Tools to help diagnose printing\tyro problems
Important Upcoming Security Change
Improved Campaign Report View & Drag-n-Drop for Folder Management
InboxAware
Install your Epson Printer and Cash Drawer
Install your Star Printer and Cash Drawer
Integrate a Third Party Application with Maropost Commerce using OAuth2
Internal - First Data Integrated EFTPOS
Internal - Generating an SSL certificate (CSR key)
JRD Test Article
Jargon Buster
JetSend
JetSend Release Notes - February 2022
Journey Management & More!
Linkly Troubleshooting > Passwords / Printer options
Log in to a Client Webstore - Overview
MYOB Accounting Data Export General Ledger (GL) Accounts
MYOB Accounting Data Export Setup
MYOB Cloud Data Integration Overview
Magento - How to add product image labels en-mass
Maintenance Release v3.11.5 - POS and Back Office
Marketing Cloud
Maropost Commerce Cloud POS
Maropost Commerce Cloud POS Payment Method Setup
Maropost Commerce Cloud Webstore Themes (New)
Maropost Commerce Community Guidelines
Maropost Commerce Partner Portal Overview
Merchandising Cloud (Findify)
Mobile Keywords - New Feature
Navigation Menu Changes and Refined Growth & Attrition Reporting
Neto By Maropost
New Brand Management Features, Updated Volume Widget & More!
New Branded Campaign and List Safeguard
New Feature Import Tags with Contacts & More!
New Growth & Attrition Reporting & Update the UI on Your Own Time!
New Journey Triggers for Order Status Segments
New Navigation Updates
New Send Test Functionality & Enhanced Navigation
New UI for Custom Reports
New UI for Deliverability and Growth & Attrition Reporting
New UI for Email Template Library, Better Exports for Cleansed Lists & More!
New UI: Dashboard, Navigation & Menus, Campaigns and More!
New Volume Send Widget
News: Purchase Order Unit Discounts feature
Notes related to PO Project
Offline POS fails to Install - Error: 0x84be0bc2
Offline POS fails to uninstall
Optiseller
Overview Of the Partner Tools Home page
OzSale (MySale) Marketplace Sales Channel
PO/Supplier Return Settings
POE Automation script
POS Product Images not Displaying
Partner Commissions - Overview
Point of Sale Outlets and Product Prices
Prepare For A Client Meeting
Preparing for the V2 Upgrade
Process - Cancellation request
Process - Change of Bank Details (Direct Debit details)
Process - Change of Credit Card details
Process - Change of email address for Invoices
Process - Mobile Dashboard - De-activation
Process - Reactivation of an outlet (i.e. re-using a POS licence)
Process - Reduce Active Outlets (Closing a Store)
Process - Sales History Migration
Process - Training Academy Bookings
Process - Transfer of Licence form
Process - Webstore Cancellation Request
Product Upload Validation Errors
Purchase Orders - Matrix Ordering Spreadsheet
Purchase Orders - Receive a ?Foreign / International? Purchase Order
Recommending Stocktake Methods
Redesigned Shopify Integration
Release Notes - July
Release Notes - 11th January 2022
Release Notes - 12th October 2021
Release Notes - 15th September 2021
Release Notes - 1st June 2021
Release Notes - 21st December 2021
Release Notes - 21st March 2022
Release Notes - 26th August 2021
Release Notes - 27th April 2021
Release Notes - 27th January 2022
Release Notes - 29th March-2022
Release Notes - 29th September 2020
Release Notes - 2nd December 2021
Release Notes - 30th November 2021
Release Notes - 4th May 2021
Release Notes - 5th January 2022
Release Notes - 6th January 2022
Release Notes - December
Release Notes - October
Release Notes v3.8.0 - POS and Back Office
Release Notes – 21.04.08
Release v3.11.0 - Loyalty Integration through Retail Express APIs
Release v3.12.4 - POS and Back Office
Reporting Issue - Bounce Email (Resolved)
Request Commission Statements From Maropost Commerce
Request an Extension for Maropost Commerce Trial Webstores
Resend Campaigns
Retail Express
Retail Express Certificate Utility
Retail Express Driver (First Install) fails to install - Freezes half way
Retail Express Hardware Utility Error
Return Reasons
Revamped Account Details Section
SMS Reporting, Release Notes Widget & New Image Library UI
Sales: Daily Contractual related tasks
Sales: Troubleshooting Contract Process
Sendgrid Mail Checking and how it works
Service Cloud
Set up Maropost Commerce Cloud POS (Point of Sale)
Set up Maropost Commerce Cloud Pick'n Pack
Set up Pick Bins for Maropost Commerce Cloud Pick'n Pack
Set up Point of Sale
Shopify - Using Multiple Shopify Websites/Connections
Skyzer Nitro - Technical Support
Software Release procedure
Style Guide for KB articles
Submit an Internal Bug Ticket
Supplier Invoices - Invoice or Received Date Settings
Support - Dev Liaison Process
Ticket Prioritisation
Transfer a Store from a Partner To Customer
Troubleshooting POS performance and speed issues
Troubleshooting POS speed issue's with Retail Express (AGENTS ONLY DO NOT PROVIDE TO CUSTOMER)
Tyro Eftpos Terminal POS Setup
USB and Bluetooth Barcode Scanner Setup
Understand the Welcome to Your Partner Portal page
Understanding Product Fulfilment
Understanding Product Fulfilment
Updating the Back Office notification sidebar
Useful Links
Users and Permissions
Video - Creating Purchase Orders Manually
Video - Printing/Emailing Receipts and Invoices at POS
Video - Using the Purchase Order Error (POE) Manager
Video Series - Stock Receipts
View Previously Created Customer Stores
Web store - Viewing the requested web store order delivery method
Webinar - POS Walkthrough
Website Design & Development
Webstore Design Options (New)
Xero / MYOB Trial Accounts for Testing
Xero Data Synchronisation Overview
Xero integration update - 15th October
Xero validation error updating Supplier
Zebra Label Printing - Advanced Presets
Zendesk Talk How To

Ticket Prioritisation

The below matrix is to be used to determine the appropriate priority for a Support Incident. Using the Priority Matrix first, a number of points is assigned to the ticket based on the matching criteria. The number of points awarded determines the final priority leve.

In this article:

Priority Matrix
Priority Score

Priority Matrix

To use the Priority Matrix add the points for each condition met in the table below. This information will then be used in the next step with the Priority Score.
rtaImage - 2023-07-10T024330.757.png

Priority Score

To determine a score, review the conditions in the Priority Matrix above. The Priority for the Incident is as per the score table below.

rtaImage - 2023-07-10T024335.892.png