Support

Getting help

Write to support@kayease.com. Every message is read by a person.

Email

support@kayease.com

Hours

Monday to Friday, 10:00–19:00 IST (UTC+5:30)

First reply

Within one working day

Language

English and Hindi

What to include

These four things turn a two-day exchange into one reply, because they are what we would otherwise have to ask for:

• Your Shopify store address, the .myshopify.com one
• The SKU or order number involved, if it concerns one
• What you expected to happen, and what happened instead
• The exact wording of any message on screen — Amazon’s refusals are often the whole answer

Please do not send passwords, API keys or Amazon tokens. We never need them, and we will never ask for them.

Already installed the app?

Open Support inside SyncEcom in your Shopify admin. That page can see your store, your connection and your recent syncs, and attaches all of it to the message — which is usually faster than describing it.

Things that are usually not faults

An Amazon order arrived without a delivery address

Amazon releases buyer names and addresses only to applications it has approved for customer data. Until that approval is granted, the order still imports and its address stays in Seller Central — open the order there to pack it. Once Amazon reports it as shipped, the Shopify order closes by itself.

Amazon rejected a listing without saying which field

Amazon frequently answers with “the provided payload is invalid” and names nothing. Run the check before publishing — it asks Amazon’s own validator and reports what is missing while it can still be fixed.

Stock has not moved yet

Amazon limits how often it can be asked, so updates are queued and paced rather than sent instantly. A large catalogue takes hours by design. The queue page shows what is waiting.

Reporting something security-related

Write to support@kayease.com with “security” in the subject. Those are read first. Please give us a reasonable chance to fix an issue before describing it publicly.