From Shopify Admin
Open the Kaupvik app and use the Support button at the bottom right. The drawer shows your store's recent import state and lets you describe the problem. The diagnostic reply first checks the current store record, then gives a specific step and a relevant Help Center article. A case that needs investigation receives a KPK- ticket number.
If the case goes to engineering, add an email address in the drawer. Tell us the step you took, what you expected, what happened, and any visible row number or error code. We aim to send a technical update within 24 hours and a fix estimate once the cause is clear. Ticket updates also appear in the Admin drawer.
From a buyer page
Use the Help Center link and ask your store administrator to open an in-app support ticket when store-specific diagnostics are needed. The buyer page does not load a third-party chat script or expose the buyer's account token to support.
Share only safe details
Include the import ID, step, error text and a synthetic example. Do not include real customer names, emails, shipping addresses, access tokens, HAR files or an original order file. The engineering forum receives a redacted report and structured, synthetic fixture rather than account credentials.