SendCloud Connector Support Policy
Scope, channels, and how we help. This page explains free bug-fix coverage for the TeqStars SendCloud 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 SendCloud 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 Public Key or Secret Key, missing sender addresses, missing shipping weights, missing services) when the product behaves as designed.
Limitations or feature gaps on the SendCloud side (for example carrier services unavailable on a given account, the Sandbox/Testing environment, or SendCloud API outages).
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 SendCloud Connector.
SendCloud shipping partner and details: which SendCloud shipping partner record you use its Environment setting.
Delivery method settings: which SendCloud 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 error message the app shows, and relevant Odoo logs, if available.
Sale order / delivery order reference involved.
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 Public Key and Secret Key on the shipping partner are still valid, and you do not use the SendCloud Sandbox/Testing environment.
You clicked Get Integration Details, Retrieve Shipping Products and Retrieve Sender Addresses on the shipping partner.
The delivery method has Delivery Type set to SendCloud and the right Shipping partnerSendcloud Product and Service.
The delivery order has a Ship From(Sendcloud) address, or the company has a sender address with Default Address checked.
The delivery order includes the shipping weight, and each package has a shipping weight if you use packages.
If you use service points, Service Points is enabled on the integration.
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