Bugs

What is the shop or customer experiencing? The shop is encountering an error when attempting to create shipping labels using the "Polymailer" package type. This happens whether they are generating labels in bulk via the Orders/Fulfillment tab or using a saved Polymailer preset in fulfillment tab. We also attempted to create a single label manually directly from the order page and encountered the same error. What is the expected behavior? The shop should be able to successfully calculate prices and generate shipping labels using the Polymailer package type both in bulk and individually without any errors. What error messages are there? Error creating shipment. Error quoting label. No rates are available. Error creating shipment. Did you replicate? We could not reproduce the bug on our Sandbox test account; we successfully created Polymailer labels there with no issues. However, we successfully replicated the error directly on the shop's dashboard when testing both the bulk label creation and the manual single-order label creation and we are getting the same error on their dashboard. What settings were checked? Navigated to Orders/Fulfillment tab >> Create Labels >> Calculated prices (observed the error). Verified that the customer's shipping address on the order is correct and valid. Confirmed that the shop has sufficient funds in their Prepay Label balance. Tested both bulk fulfillment and individual order fulfillment. verified shop is able to create labels using box type packages, the issue is only showing up with polymailer types. This issue is showing up in all orders while creating labels using polymailer type only.

What is the shop or customer experiencing? The shop's product selection is not visible during the pre-recorded live for the shoppers to make purchase. The items are not up in the overlay and the shop button is completely empty. Also, it impacted the shop’s GMV. Over $9000 of inventory and only $464. The shop is clicking the items for live. What is the expected behavior? The products selection should be visible and show on the live screen so that the shoppers can purchase. What error messages are there? NA Did you replicate? Unable to. What settings were checked? Checked live, Checked product selection and checked if the products are published. Provide examples, sku, order #, customer names, and screenshots where possible. Product selection name: Birthday Week Monday Night LIVE with 7% LOYALTY

What is the shop or customer experiencing: Product images synced from Shopify are failing to display on the CommentSold (CS) Dashboard and during live sales, despite images being present in Shopify and visible under CS media. What is the expected behavior: Synced products from Shopify containing media should automatically display images across the CS Dashboard, live sales without requiring manual image re-uploads or manual pre-live posting. What error messages are there: "This product will be skipped only products with images can be posted to the app" Did you replicate: No What settings were checked: Product details and product media settings in both Shopify and CommentSold. Manual product sync from the CS Dashboard. Modifying product titles and descriptions in Shopify to force a re-sync. Webstore and mobile app posting statuses. Provide examples, sku, order #, customer names, and screenshots where possible. : NS7810 and it is happening with multiple products shared screenshot below

What is the shop or customer experiencing? Missing Products & Inventory: The Shop imported a product CSV file, but all listing inventory values showed zero inventory. Invisible Listings: After deleting the products to start fresh, no products appear in either the active Products view or the Deleted Products view (even though system logs indicate ~203 products were deleted). Import Failure: Re-importing the CSV file fails continuously with duplicate SKU errors, preventing them from uploading their inventory ahead of a time-critical Facebook Live event. What is the expected behavior? CSV product imports should populate product listings along with their correct inventory counts. Deleted products should display in the Deleted Products tab. Also, re-importing the same SKUs (especially when selecting SKU prefix options) should successfully recreates the product listings. What error messages are there? During the CSV re-import, the process fails with an error indicating that the SKUs are already in use, when the shop selects the "overwrite" option for duplicate SKUs. Did you replicate? Checked the dashboard and confirmed that 0 products are visible under the main Products tab as well as the Deleted products tab, despite shop logs showing 203 deleted products. Replication of the CSV re-import issue was attempted via the shop’s end, where the import consistently failed with the same duplicate SKU error. What settings were checked? Overwrite Duplicate SKUs: Tested, but the system still flagged SKUs as already in use. SKU Prefix Option: Tried during the CSV import process, but resulted in the exact same import error. Products & Deleted Products Dashboard Views: Checked by both the shop and support agent to confirm whether any products were active or soft-deleted. Provide examples, sku, order #, customer names, and screenshots where possible.NA

What is the shop or customer experiencing? The order includes the full address with the street name and apartment number. However, when the shipping label was generated, the apartment number was missing from the printed label. The shop needs to know why the CS system left out the apartment number when creating the label so the order can be delivered correctly. What is the expected behavior? When a shipping label is generated, the address printed on the label should match the order address exactly, without any missing details. What error messages are there? NA Did you replicate? Yes replicated by creating the shipping label on our test account with same customer address, and in our shipping label the apt number is getting printed. What settings were checked? Orders/fulfillment tab >> Open order >> Then edit order to confirm the address. Provide examples, sku, order #, customer names, and screenshots where possible. Order ID: 4737

What is the shop or customer experiencing? If your account is paywalled, the cancellation option won't appear under Setup > Account. It says “Your account is past due, so plan changes are paused. Contact support and we will take care of it." What is the expected behavior? A paywalled account should still have access to the cancellation option under Setup>> Account. What error messages are there? NA Did you replicate? Unable to replicate What settings were checked? Setup>> Account Provide examples, sku, order #, customer names, and screenshots where possible. SS:

What is the shop or customer experiencing: The shop is unable to save product updates (specifically updating product quantities) because an image error appears upon saving. When attempting to save without deleting images first, the system duplicates existing images (e.g., turning 2-3 images into 4-5 images) and creates two featured images, which prevents the product from saving. What is the expected behavior: The shop should be able to update and save product details/quantities without receiving image validation errors or having product images duplicate automatically. What error messages are there: "The main image.width must be at least 1. (and 3 more errors)." Did you replicate: Yes. The product saved successfully in a test account, but the issue was successfully replicated directly within the shop's account. What settings were checked: Product details page, image upload settings, and inventory/quantity settings. Provide examples, sku, order #, customer names, and screenshots where possible. SKUs: C38-2322, C38-2168, C38-2171

What is the shop or customer experiencing? Live replay videos are not appearing on the mobile app (specifically on iOS). What is the expected behavior? Published live replays should be visible on the mobile app for customers to view. What error messages are there? NA Did you replicate? Asked the Shop to unmark and check the checkbox again to post the replay to the App. What settings were checked? Yes, checked on the iOS App after force-closing and re-checking. (Note: The replays were appearing on Android, but missing on iOS across multiple pages). Verified that the "Post Live Replay to Mobile App" checkbox was toggled on. Checked the Live Sale Replay Max Age setting (set to 30 days; the live replay aging from 2026-09-15 15:08:54 falls within this window). Examples, SKUs, Order #s, Customer names, and Screenshots: Replay Names: C+D Looks!, ERIMISH: Fl Tour!, GIFTY Things!

Customers are creating multiple accounts with the same email - We should see how they are creating these accounts and not allow it

What is the shop or customer experiencing: The customer (Robert Soden) is unable to place bids during live auctions via the app. When entering a bid amount (e.g., bidding $175), nothing happens and the bid is not submitted or registered. No error messages or prompts appear on the customer's end. Live history shows the customer commented that they bid $175, but the Auction History indicates another customer (Annie) won the item at $175 instead. What is the expected behavior: When a customer enters a bid amount in the app during a live auction, the bid should be processed and registered immediately without stalling or silently failing. What error messages are there: NA Did you replicate: NA What settings were checked: Customer Logs: Verified the customer successfully bid in an auction in July without issue. Customer Account Setup: Confirmed with the shop (and verified via screenshot) that the customer is signed in, has a valid shipping address, and has a saved payment method on file. Live History: Confirmed the customer commented "bid $175" without the system registering the action. Auction History: Verified another customer (Annie) won the bid at $175. Provide examples, sku, order #, customer names, and screenshots where possible: - Customer Name: Robert Soden