ShipStation Connector Support Policy¶
Scope, channels, and how we help. This page explains free bug-fix coverage for the TeqStars ShipStation 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 on 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 ShipStation 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, missing stores, missing weights, missing addresses, missing carrier balance) when the product behaves as designed.
Limitations or feature gaps on the ShipStation side (for example carrier services unavailable on a given account, or ShipStation API outages).
Note
If an issue is caused by external factors (third-party code, hosting, ShipStation 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.
[email protected] 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 (e.g. 19.0) and edition (Enterprise or Community).
Module version of the ShipStation Connector.
ShipStation account identifier (the Name field on your ShipStation account record in Odoo).
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, scheduled actions).
Screenshots or a short screen recording showing the error or wrong data.
Name of relevant entries from the Logs link on the account’s kanban card ().
Sale order / picking reference involved.
Warning
Incomplete information (missing version, account identifier, 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).
Instance and ShipStation settings match Create a ShipStation Instance in Odoo and related guides.
The API Key and API Secret are still valid (ShipStation has not regenerated them).
The carrier has a positive balance when Requires Funded Account is Yes.
All required fields are populated on the sale order, picking, and partner records (weight, addresses, store, service, package).
Relevant scheduled actions are active and ran at least once before the failure.
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.