Chronopost Connector Support Policy
Scope, channels, and how we help. This page explains free bug-fix coverage for the TeqStars Chronopost Connector, what is excluded, and how to reach TeqStars with everything we need to resolve your issue quickly.
Support Coverage
60 days of free bug-fix support from the date of purchase.
Support applies to standard functionality shipped with the module as documented.
A bug is behavior that does not match the documented or intended operation of the connector in a supported Odoo and module version, and that TeqStars can reproduce from the information you provide.
Support Exclusions
The following are not included in free bug-fix support:
Issues caused or triggered by third-party Odoo modules or apps.
Customizations to the connector or to related Odoo or Chronopost configuration done outside TeqStars guidance.
Problems arising from Odoo core changes, unsupported Odoo versions, or upgrades not compatible with the module.
Server or infrastructure problems (hosting, SSL, DNS, firewalls, performance, disk space, database corruption).
Misconfiguration (wrong credentials, wrong Environment, missing weights, missing addresses, missing packages) when the product behaves as designed.
Limitations or feature gaps on the Chronopost side (for example Chronopost products not available on your contract, or Chronopost service outages).
Note
If an issue is caused by external factors (third-party code, hosting, Chronopost outage, or carrier-side rejection), it is not covered under free support. TeqStars may still help under paid support or a service engagement.
Contact Support
Pick a channel. We respond on business days (Monday to Friday).
Open a ticket, attach files, and track status in one place.
support@teqstars.com for long descriptions, logs, and screenshots.
We aim to reply within 24 hours on business days (excluding regional public holidays).
Required Information
Include as much of the following as possible with your ticket:
Odoo version and edition (Enterprise or Community).
Module version of the Chronopost Connector.
Chronopost shipping partner and details: which SendCloud shipping partner record you use its Environment setting.
Delivery method settings: which delivery method configurations you are using.
Purchase reference (Odoo Apps order or invoice number).
Clear description of the problem and the result you expect.
Steps to reproduce the issue from a clean path (menu clicks, buttons).
Screenshots or a short screen recording showing the error or wrong data.
The exact message Odoo shows (for example “Chronopost returned no eligible product for this shipment.”).
Sale order / picking reference involved, and the Chronopost Product used, if any.
Warning
Incomplete information (missing version, shipping partner or delivery method details, purchase proof, or reproduction steps) may delay diagnosis and resolution.
Before Submitting
Check the following before you open a ticket:
The issue is reproducible on demand (or you describe the exact conditions).
The Chronopost Account Number and Chronopost Password (or the test ones) are still valid.
The Environment matches the credentials you use: production credentials only when they are certified for production.
The Chronopost Sub-Account Number is correct, or set to 0 if your contract does not use one.
The Chronopost Configuration tab of the delivery method is filled in (Label Format, Content Type, Default Package Type, Delivery Service).
All required fields are populated on the sale order, picking, and partner records (weight, addresses, packages).
You have ruled out conflicts from other shipping or marketplace modules where possible.
Additional Support
When you need more than standard bug-fix coverage.
Investigation and fixes for out-of-scope issues, complex environments, or urgent timelines.
Changes to fields, workflows, or integrations beyond the stock connector behavior.
Architecture, rollout, multi-account design, and best practices with your team.
See also