Reporting to Commerce Cloud Support

Determine the specific problem area, then make a distinction between Solution Support and Platform Support.

Platform Support is what Salesforce B2C Commerce provides as part of your subscription. On top of B2C Commerce a solution has been built through customization. That part is typically supported by an implementation partner. While Salesforce assumes responsibility for B2C Commerce, this might not be the case for any customization that has been built on top of B2C Commerce, unless you have a solution support contract with Salesforce.

If you suspect the issue is with B2C Commerce:

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Troubleshooting