Support

Every message is answered by the person who writes the code.

Where to ask, per product

For Merchlint, the free plugin from the WordPress directory, there is also a public forum: wordpress.org/support/plugin/merchlint. Posting there is usually the better choice — the answer stays visible for the next person with the same question. Use email when the report would contain something you would rather not publish.

Merchgain has one as well, since it went into the directory: wordpress.org/support/plugin/merchgain. The same rule applies — post in the open unless the report would contain something you would rather not. Before writing, it is worth checking merchgain.com — most of what the report raises (a refund that changed last month’s profit, an order counted without cost data, a product that genuinely costs nothing) is answered there with its own permanent link.

The Duplicate SKU and GTIN Finder has its own forum too: wordpress.org/support/plugin/merchlint-duplicate-sku-finder.

Merchlint for Shoper is not a WordPress plugin, so it has no forum. Write to contact@merchlint.com, the address given in the app’s terms and instructions; we answer in Polish. Include the address of your store — we never need passwords or access to its admin.

The products document themselves on their own sites: merchlint.com and merchgain.com. Documentation before support is deliberate — an answer written once and linked is worth more than the same answer typed twice.

What to include in a bug report

The more of this you can give us, the faster we can reproduce the problem instead of guessing at it:

• What you expected to happen, and what happened instead
• Which product and version you are using (Merchlint shows its version on the Store audit screen, Merchgain on Profit & margin, and WordPress lists every plugin’s version under Plugins)
• WordPress, WooCommerce and PHP versions
• Roughly how large the catalogue is (number of products and variations)
• For Merchgain: whether Cost of Goods Sold is switched on in WooCommerce → Settings → Advanced → Features, and roughly how many products have a cost filled in
• The exact error message, if there is one
• Whether the problem repeats, and what you did just before it appeared

Please do not send us database dumps, admin credentials or customer data. We do not need them to diagnose a problem, and we would rather not hold them. If a scan or profit report is relevant, send the report — not the store.

Security reports

If you believe you have found a security vulnerability in one of our products, write to support@baltano.com with “security” in the subject line. Please give us a reasonable window to fix the issue before disclosing it publicly. We will confirm receipt, keep you informed, and credit you when the fix ships if you want to be credited.

Pre-sales questions

Not sure whether a product fits your store, or whether it will hold up against your catalogue? Ask before you buy — same address, same two business days.