Start with the question and the context.
Use documentation to understand a workflow, the status page when a broader service issue may be involved, and contact when the question depends on a specific account, store, or order.
Start here
Use the path that matches the issue.
The right starting point depends on whether you are learning a workflow, checking a wider incident, or investigating something in one account or location.
01 02 System status
If the same issue appears across more than one store, channel, or service, check the status page before changing account-level configuration.03 Contact Ordering.co
For a question tied to one account, store, order, or integration, send the context needed to identify the workflow you are seeing.
Before you write
What to put in the message.
A short, specific description makes it easier to identify the right account and workflow.
Which brand, store and account?
Name the brand, the specific store or location, and the account involved. This anchors the question to the right operating context.
The order number, if there is one.
If the question is about an order, include the order number and roughly when it was placed so the event can be identified.
Which channel it happened on.
Say whether the issue appears on a storefront, app, kiosk, merchant tool, delivery workflow, or API integration. The affected surface changes the investigation.
A screenshot, and what you expected instead.
Share what you saw, what you expected, and any error text. A screenshot can add context when it does not expose sensitive customer information.
What changed before it started.
Mention a recent menu, payment, integration, location, or configuration change that may relate to the behavior.
Choose the right context
Account question or technical question?
Account and operating questions need the context of the affected store or order. Technical integration questions benefit from the API reference and the exact workflow you are building.
Use the route that best describes the work; include the details that distinguish this setup from a general product question.
For developers
If the question is about the API.
Bring the details that identify the workflow.
For account-specific help, include the store, channel, order, or integration involved. For a wider incident, check the status page first.