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Support responsibilities

This page sets out who is usually responsible for what, so that a customer problem reaches the right team quickly.

Area	Publisher	Spendstream
User-facing experience	Usually the publisher	White-label exceptions
Brand inventory	No	Yes
Gift card fulfilment	No	Yes
Affiliate network connectivity	No	Yes
Customer reward rules	Usually the publisher	Depends on configuration
Transaction data	Both	Both

On a white-label integration, Spendstream hosts the storefront, so it also handles the user-facing experience.

Before you contact support

Have the following ready.

The environment, staging or production.
The endpoint and the time of the call.
The Spendstream transaction identifier and your own order identifier.
The body of the response, not only the HTTP status, because most endpoints return HTTP 200 with the result in the body.

Never send API keys, secrets or tokens in a support request.

The interactive reference and these guides are the first place to look.
Use staging to reproduce a problem safely.
For production keys, changes to your commercial terms or account configuration, contact your Spendstream account manager.
For questions about response times or support hours, confirm with Spendstream.