How to prepare a useful tnova gift-box support report

Quick answer: Report the first failing step, the exact box selection and what you can actually see in the cart or order. Add the configuration version, theme version, cart mode and time. Use tnova's optional diagnostics and a small, redacted attachment when helpful. A support request does not give support permission to edit your box; that is a separate, limited authorization.

Start with the picker and cart troubleshooting guide for immediate recovery checks. This article explains how to hand off the unresolved issue so another person can reproduce it without asking you to repeat an uncertain purchase action.

Public installation is still being prepared. Merchants with an authorized app setup can use the Support page described here. If you do not have app access, use the contact link on the tnova homepage with the same concise report. Do not send store credentials to obtain support.

Separate the observed result from the suspected cause

Before changing settings, note where the problem first appeared: product page, selection, add to cart, cart edit, checkout or order review. Record the message exactly as displayed and any visible error code. A missing picker and a completed box that cannot be added need different evidence.

For an interrupted add or edit, inspect the current cart before another attempt. “The connection dropped” does not establish whether Shopify received the action. If the old box remains, record that. If it disappeared without a replacement, record that. If you cannot verify the cart, say unknown rather than “nothing was added.”

Record what changed shortly before the problem, such as a theme update, candidate removal or inventory-location change. Keep the observation separate from the explanation: “The problem started after the theme update” is useful; “the theme update caused it” still needs investigation.

Collect the smallest set of facts that reproduces the problem

Include the following details in the report, using a test setup where possible:

Use a public product URL when sufficient. Preview URLs and checkout URLs can contain private access information, so share only what support requests through an appropriate private channel. If a purchased order is relevant, provide its reference privately and use the test-order audit guide to distinguish component, payment and inventory facts.

Dawn 16's cart page is tnova's tested baseline. Record the exact theme and mode instead of writing “Dawn” or “Shopify cart.” The newer drawer integration remains awaiting release and real-store verification on the feature page; a report involving a drawer does not establish that the setup is supported.

Put a worked report into the actual support fields

The app's Support → New request form has Category, Impact, Subject, What happened?, Steps to reproduce, Expected result and Contact email or channel fields. Choose the category closest to the affected area: display, selection, price, inventory, billing or other. Choose impact from the observed effect, rather than guessing the technical cause.

Here is a fictional example for a six-item box allowing two of each variant. It illustrates the form, not an incident observed in a customer store.

Category: other. Impact: blocked.

Subject: Six-item box add interrupted; current cart has not been verified.

What happened? In an authorized test setup on Dawn 16's cart-page flow, I selected two Berry, two Oat, one Cocoa and one Nut snack, with box quantity one. After selecting Add to cart, the connection dropped. Visible message: [exact message copied from the page]. I have not yet confirmed whether the box reached the cart. Observed at [time and timezone], using [browser/device], configuration [ID/version], price [amount/currency].

Steps to reproduce: Open [test product page] in [theme/version]; start with an empty test cart; make the selection above; select Add to cart once. These are the steps preceding the interruption. The network failure has not been deliberately reproduced, and I have not made another add attempt.

Expected result: One box containing those six units, with the supported cart page showing the selected components. No duplicate box.

Contact email or channel: [Monitored business contact].

Replace the placeholders and the fictional observations with your own facts. Do not manufacture a reproduction if the problem has happened only once. Add “observed once” or describe the controlled conditions under which it repeats.

Choose diagnostics and attachments deliberately

The form includes an optional checkbox for current configuration versions, states, error codes and browser information. When selected, tnova records a submission-time snapshot of the store's eligibility error/pending state, box IDs, active versions and effective states, plus browser information. It is not a recording of the shopper's session or a complete history of the earlier failure.

Keep the incident time and observed version in the written report even when including diagnostics. A snapshot taken after a configuration change can describe a different state from the original problem. Selecting this checkbox does not authorize editing.

After creating the request, open it under Your requests to add evidence or a follow-up. Attachments support PNG, JPEG, PDF or text, with at most five files per ticket, 10 MB per file. Files expire after 30 days. A screenshot of the error and component quantities is often more useful than a full admin-page capture.

Crop or redact unrelated customer names, addresses, contact details and payment information before attaching a file. Do not send passwords, authentication codes, cookies or access tokens. Avoid uploading a complete browser network export unless support has specified what is needed and how to remove sensitive data. Redaction does not happen automatically when you attach a file.

Keep app draft permission separate from Shopify access

Support cannot change a box by default. If a draft correction is necessary, the store owner can open the request's Permission for support section, choose the affected draft or paused box and select Allow draft edits for 24 hours. If the box is selling, first complete a confirmed pause through the published-box update workflow.

This grant applies to saving that box's app draft within that ticket's scope. It does not authorize publishing, issuing refunds, changing inventory or editing a Shopify theme. Use Revoke access when the authorized work is finished or the plan changes; verify the displayed grant state.

If a separate Shopify-admin task is needed, Shopify's collaborator-account guidance explains how to review the expected partner request and requested permissions. Confirm the requester, grant only the needed access and remove it when the work is complete. Shopify collaborator access and tnova's draft-edit grant are separate controls; revoking one does not revoke the other.

Finish the handoff with one verifiable next step

Keep further observations in the same request. For example: “After the connection returned, I used View cart and confirmed one box with the six expected component units. I made no second add.” That establishes a different next step from “The cart still cannot be checked.”

When support proposes a fix, agree on the affected configuration and a focused retest. Use the cart-editing test guide when the issue involves removal, replacement or restored choices. Avoid changing the theme, assortment and price together during one retest.

tnova aims to provide the first human reply within 24 continuous hours, including weekends. Resolution may take longer. A useful report supports diagnosis; it is not a promise that every problem will be fixed within that reply window.

Prepared with AI assistance and checked against tnova's support implementation and current official Shopify documentation. The report example is fictional and contains no customer data or claim of a customer outcome.