Close the Loop

What is the shop or customer experiencing: The Seel Worry-Free Purchase protection fee is calculating significantly higher than the expected rate when multiple items are added to the cart. Per Help Center documentation, the fee should range between 2% and 4% of the subtotal. However, customer Catherine Bowlus Hedgepeth added two items totaling $120 and was charged an $8.22 fee (approx. 6.85%), exceeding the maximum 4% threshold. What is the expected behavior: The Seel Worry-Free Purchase fee should calculate strictly within the documented 2%–4% range of the total cart value. For a $120 cart, the fee should be between $2.40 (2%) and $4.80 (4%), rather than $8.22. What error messages are there: No error code is displayed; the system miscalculates the fee percentage and applies the inflated rate at checkout. Did you replicate: Unable to replicate What settings were checked: App environment versioning. Cart subtotal scaling vs. Seel fee percentage calculation. Help Center documentation for Seel Worry-Free Purchase fee thresholds (2%–4%). Provide examples, sku, order #, customer names, and screenshots where possible. Customer Name: Catherine Bowlus Hedgepeth SKUs Involved: D33637BROWN, D33637NAVY Example Data: 1- item ($60 subtotal) = $1.79 Seel fee (~2.98% - within normal range) 2- items ($120 subtotal) = $8.22 Seel fee (6.85% - exceeds 4% maximum)

What is the shop or customer experiencing: Shop reported an issue where multiple customers that have been trying to check out using Klarna and Affirm but the system kicks them out and then clears their cart. It keeps saying something went wrong but it keeps taking the account credit out of the customer account. What is the expected behavior: Customer should be able to checkout without any error or issue. What error messages are there: Something went wrong. Please try again. Did you replicate: Not able to replicate and checkout with Klarna or Affirm. What settings were checked: Payment Gateway, Customers account and app version. Provide examples, sku, order #, customer names, and screenshots where possible: Gabby Henshaw and Nicole Walters

Currently when creating mystery products, it shows every available size variant in the system. This should only be showing the size variants within the selected collection to avoid confusion and make this process easier.

Shop is trying to setup multiple mystery products and none of the product quantities are coming near what they would expect based on the numbers they see on their collections for qty totals, even if you remove the quantity for the mystery product itself which is in the same collection.

Some customers are receiving an error when trying to checkout with PayPal. All three have reported that when they tap the button to checkout they are not able to proceed due to the mesage: Screen failed to load Loading errors are commonly due to network issues. Tap to reload. They tap and it still doesn't work. They've tried fresh installs, they've had customers clear their browser cache and try setting other browsers as their default browsers and they've tried switching from wifi to data and vice versa. Other users have checked out with PayPal since, so we're not sure of the root cause.

What is the shop or customer experiencing?- Shop reported that the item get added back from the one customer cart to the inventory twice, once the cart expired and once as checkout timed out. What is the expected behavior? Item should only get added back to inventory once from a customer cart. What error messages are there?No error message. Did you replicate? Unable to What settings were checked? Matched the shop logs in both Shopify and CS and saw that on june 17th item was added back from a customer cart to the inventory twice. Provide examples, sku, order #, customer names, and screenshots where possible. 41737 - Navy 3XL

What is the shop or customer experiencing? The shop is reporting that the referral partner name displaying on their "Refer & Earn" page is incorrect. The shop did not recently change their Super Admin account, and there are no system logs indicating where this name originated or that a change occurred, yet the wrong name is stuck on the page. What is the expected behavior? The "Refer & Earn" page should accurately and dynamically reflect the current Super Admin. If a shop's Super Admin details are ever updated, the referral page should immediately reflect that new name. What error messages are there? There are no error messages displayed. Did you replicate? Yes. I successfully replicated the underlying issue on our internal test account. When I completely changed the Super Admin name and account on the test shop, the "Refer & Earn" page failed to update and continued to display the previous Super Admin's name. What settings were checked? Super admin account name and details. Team members' account details. Shop system logs (checked for any logs related to name/account changes; none were found for the reporting shop).

What is the shop or customer experiencing? The shop is encountering an error when attempting to update the street address on an existing order. What is the expected behavior? The system should successfully save the new street address after edits are made and the "update" button is clicked. What error messages are there? "An error occurred!" Did you replicate? Yes. I attempted to modify the street address on my end and triggered the exact same error message. What settings were checked? Investigated via the Orders tab. Provide examples, sku, order #, customer names, and screenshots where possible. Order #: 6940020 (Note: First-time customer, order is shipping soon)

Customer would like to cancel Seel coverage on four preauthorized orders but did not receive Seel email confirmations on the orders. 3/4 orders do not have the Seel tag on them despite Seel coverage fees on the orders.

What is the shop or customer experiencing: Shop confirmed that one of her customer is not able to add REDO coverage on the preauthorization stage. It's just giving her an error. What is the expected behavior: Customer should not receive any error or issue while adding REDO coverage during the preauthorization stage because as per the behaviour a customer can add Seel (Worry Free Purchase) and Redo (Easy Returns) coverage to a pre-authorized product in their waitlist. What error messages are there: Something went wrong. Please try again. Did you replicate: Yes, replicated it's not showing any error on our end while using preauthorization. What settings were checked: Checked : Setup >> More integration >> Redo is enabled. Provide examples, sku, order #, customer names, and screenshots where possible: Shop confirmed customer facing issue on all products. Customer name & email : Catherine Peavy & cathypeavy@gmail.com