Reporting to Commerce Cloud Support

In some cases, you must contact Platform Support or Solution Support.

When reporting an issue, first determine whether Platform Support or Solution Support is responsible for the specific problem area.

Salesforce provides Platform Support for the B2C Commerce product as part of your subscription. Platform Support does not normally cover custom solutions built on top of B2C Commerce, unless you have a specific Solution Support contract with Salesforce. Implementation partners typically support their own custom solutions.

If you suspect the issue is specific to the B2C Commerce product, follow these steps:

1. Identify the simplest scenario to cause the issue, preferably in or on top of the Reference Application.
2. Record the steps that produce the problem.
3. Collect any relevant log files.
4. Log into Salesforce and open a case in the Salesforce Help portal.