Product: Foundry

Article link: https://help.truecommerce.com/en/articles/14602746-webinar-navigating-truecommerce-support

This session walks through how to create and manage support cases in Foundry, emphasizing accurate case submission to ensure faster resolution. It demonstrates step‑by‑step navigation via the Support dashboard, explains how to select the correct network, product, issue type, and environment, and stresses that production‑down or critical issues should be handled by calling support directly for immediate assistance. It also clarifies the distinct roles of Integration Specialists, Implementation Specialists, and Account Managers, outlines the types of issues each team supports, and shares best practices for submitting detailed information—such as rejected 997s, missing data fields, logs, or XML files—to help with troubleshooting.

Finally, the webinar highlights self‑service resources, including the Help Center and TrueCommerce University, as ongoing tools to build platform knowledge and resolve issues more efficiently.

Session: Fall 2024

rev: 4/13/26