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How AutoDS handles bugs, issues, and unexpected platform behavior

Learn how to identify possible bugs, what to do when something doesn’t work, and possible workarounds.

What is a Bug?

A bug is an unexpected behavior or error in the platform that causes a feature to not work as intended. It may affect how data is displayed, how buttons respond, how automations behave, or even cause certain processes to fail.

 

Why do Bugs exist?

Despite rigorous testing, bugs can happen for many reasons:

  • New feature releases that interact with existing systems.

  • Differences in browser, device, or account settings.

  • Complex user scenarios that aren’t easily predicted in advance.

 

Quick Jump

  1. How we handle bugs at AutoDS
  2. Bug Status
  3. How to identify a Bug
  4. Possible Issues and Workarounds
  5. What should you do if you encounter a Bug?

 


How we handle bugs at AutoDS

Bugs are an inevitable part of building powerful and evolving software. At AutoDS, our commitment is not just to innovation, but to responsibility, and that includes clear communication about issues, how we manage them, and what users can expect.

When a bug is reported, our Support Team investigates and escalates it to the relevant Product or Engineering Team.

How do we evaluate and prioritize bug fixes?

  • Number of users affected.

  • Severity (whether it’s breaking core workflows).

  • We log it internally and assign a priority.

Each bug varies in complexity, dependencies, and impact. While our goal is always to catch issues before they reach you, if something slips through, please know that we are fully committed to investigating it thoroughly and resolving it as quickly as possible.




Bug Status

Our team will keep you updated as the bug progresses and notify you once it’s fixed.

If you’ve already reported the issue, there’s no need to follow up since we’ll reach out as soon as there are any relevant updates.

If it’s a known or widespread bug, you can check our Status Page to stay informed about it.

 

 

How to identify a Bug

If something doesn’t seem to be working properly:

  • Compare the behavior with what’s described in our Help Center.

  • Refresh the page, log out and log in again, or try a different browser or internet connection.

  • Open the platform in an incognito window.

  • Clear cookies and cache. Your browser may be storing outdated or corrupted data that conflicts with the current version of our system. Learn more.

  • If you know others are experiencing the same behavior, it may be a confirmed bug.

Some examples of potential bugs:

  • Orders are not moving to the correct status. Learn more.

  • Tracking numbers are not updating as expected. Learn more.

  • Product imports are failing repeatedly despite valid links.

 

 

Possible Issues and Workarounds

Here is a list of possible errors and how to solve them. These are not bugs, but common setup or sync issues that can usually be fixed quickly.

You can also check our Troubleshooting Common Errors section for more detailed guidance.

Issue

Possible Cause

Solution

Missing data or wrong behavior in your selling channel (e.g., product not showing, status mismatch).

Misconfiguration in the selling channel or AutoDS integration.

Double-check your setup using our Help Center articles or your selling channel’s documentation.

Product exists in your store but not in AutoDS
(or vice-versa).

Sync issue between store and AutoDS.

Try renewing your token and resyncing the store in your Store Settings (not relevant for Facebook Shops).
Learn more.

Error: “Product does not exist on the supplier website”.

1. Product URL is too long or includes session-based parameters.

2. Product is customized and not supported.

3. Ship-to country selected on supplier site differs from AutoDS settings.

1. Use a shortened/clean URL (e.g. https://www.aliexpress.com/item/1005003020008422.html).

2. Only upload products that don’t have personalization or customization option.

3. Ensure the “Ship to” country on the supplier website matches your AutoDS Supplier Settings. Learn more.

“Something went wrong” or page not loading properlyaka “Our servers needed a break”.

Temporary platform overload or background system update.

1. Wait at least 10–20 minutes and try again.

2. Try an incognito window.

3. Switch device or internet connection.

4. In last case, try to clear cookies and cache.

If the issue persists, please contact our Support Team.

 

 

What should you do if you encounter a Bug?

If you suspect a bug, here’s what to do:

  1. Take a screenshot or video of the issue.

  2. Copy the URL of the page where it happened.

  3. Report it to our support team with as much detail as possible (including timestamps or order IDs if relevant).

The more information you provide, the faster we can confirm and resolve the issue.




Final Notes

Bugs are never “normal”, but they are a sign that the platform is evolving. At AutoDS, we work every day to minimize them, respond quickly, and communicate clearly.

If you ever feel stuck or uncertain, we’re just a message away. Thanks for your understanding and partnership in building a better experience.