Contacting support
How to reach the NetOrderFlow team, what we attach automatically, and what happens after you send a request.
When the Help Center does not answer your question, send us a support request from inside the app. Requests raised in-app arrive with the screen you were on and your account details already attached, which usually saves a round of back-and-forth email.
Where to start a request
- Support in the sidebar (or under More on a phone) — opens the Support page, where you can file a request and see the ones you have already sent.
- The Help panel on any screen — the Contact support button at the bottom carries the current screen with it.
- The error screen — if something crashes, Report this problem opens a bug report with the error message already captured.
Filling in the form
- 1Pick a category. It is preselected from where you were: an export screen defaults to Export problem, an import screen to Import problem.
- 2Pick an urgency. Use Urgent only when orders cannot be entered or exported at all — it changes where your request sits in our queue.
- 3Write a subject that names the thing, for example "Export CSV rejected: invalid item reference".
- 4In the body, describe what you expected, what happened instead, and any message NetSuite showed you word for word.
- 5For bug, export, and import categories, add numbered steps to reproduce if you can. A reproducible bug is usually fixed in a fraction of the time.
- 6Check your name and email, then send. You get a short request ID such as NOF-4B2C1D.
What we attach automatically
Expand "Details attached to this request" before sending to see exactly what goes with it. Nothing is hidden.
| Attached | Why we need it |
|---|---|
| The screen you were on | Tells us which part of the app to look at. |
| Your role and permissions | Many reports turn out to be a permission or visibility rule doing its job. |
| Your company and plan | Lets us reproduce against your configuration. |
| Browser, device, and screen size | Layout and touch problems are often specific to one device class. |
| The last error the app hit, if recent | The message and a truncated stack trace, kept for ten minutes only. |
| The record you were viewing, when relevant | Its type and ID — for example an order ID — never its contents. |
We do not attach what you typed into other forms, the customer or pricing data rendered on the page, CSV file contents, or any password or key. If a specific order matters to your report, mention its number in the body and we will ask before looking further.
After you send
- You land on a confirmation with your request ID. Quote it if you email us separately.
- The request appears on the Support page with a status: New, In progress, Waiting on you, Resolved, or Closed.
- We reply by email to the address on the request. Replies are email, not in-app messages, so check the inbox you entered.
- Company admins see every request raised by anyone in their company. Everyone else sees only their own.
One problem per request. If you have three unrelated issues, three short requests get resolved faster than one long one.
When support is not the right channel
- Setup help across your whole catalogue and NetSuite configuration — ask about Full Service Onboarding instead.
- Plan changes, invoices, and seat counts — an admin can handle those on the Billing page.
- "How do I do X" — try the Help Center search first; most of it is written up already.
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Questions about this guide?