[Frank Kelly]

I appreciate the efforts made so far in addressing the compatibility issues with the MartFury theme, and I’m hopeful that a resolution will be reached soon. In the meantime, I’ve identified two additional issues that appear to be independent of the MartFury theme:

1. WooCommerce My Account Behavior
Issue: After a user transitions to becoming a vendor, the default WooCommerce “My Account” menu in the site header is replaced with a single link to the Vendor Dashboard.
Impact: This creates usability challenges for users who are both vendors and buyers, as they lose access to standard links like Dashboard, Account Settings, and Order History.
Request: Please consider maintaining the default “My Account” menu while adding a link to the Vendor Dashboard rather than overriding the menu entirely.

2. “Get Support” Button Behavior
Issue: The “Get Support” button in the vendor store header does not function as described in your documentation (Store Support Documentation).
Details: Even after switching to the default WordPress theme (Twenty Twenty-Five), the button fails to trigger the intended behavior or open the expected interface for raising support tickets for vendors.
Request: Please investigate and ensure the “Get Support” button functions as described in your documentation, regardless of the active theme.
Both of these issues appear unrelated to the MartFury theme compatibility matter we’re currently working to resolve. Addressing them would significantly improve the usability and functionality of MultiVendorX for both vendors and customers.
Thank you for your continued support. Please let me know if any additional details are required. The staging site is still pretty much as you left it. If you need / want to log into the site to see the issue.

Thanks
Frank J

[Sangita Support Squad]

Hi @Frank Kelly,

Thank you for your continued support and cooperation. We’ve addressed your queries below:

1. WooCommerce My Account Behavior.
>> We tested this using the default theme (Storefront) and found no issues with vendors accessing the WooCommerce “My Account” and “Vendor Dashboard” pages. Vendors can access these pages seamlessly from the header section. You can review our test in this video.
To assist further, could you share a video demonstrating the flow you’re experiencing on your end? This will help us analyze the issue on your staging site more effectively.

2. “Get Support” Button Behavior
>>We also tested this with the default theme and plugins and didn’t encounter any issues. Please review our findings in this video.

As you’re encountering issues, we recommend deactivating all plugins except WooCommerce, MultiVendorX, and MultiVendorX Pro to see if the problem persists. Also keep us posted about your findings.

We look forward to your response and are happy to assist further!

[Frank Kelly]

Hello,
.
It’s surprising that our results are so different.
.
To ensure consistency in testing, I have deactivated all plugins except:
.
MultiVendorX (MVX)
MultiVendorX Pro
WooCommerce
I’ve also switched the theme to Storefront. Please see the attached images for reference. Despite these changes, I still observe the same behavior with the “Get Support” button on the staging site.
.
Regarding the dropdown menu behavior: Since the Storefront theme doesn’t implement a dropdown menu in the site header as most modern themes do, it’s not possible to observe the issue I described in the original ticket.
.
For your convenience, I have left the staging site configured as shown in the attached images:
.
Only MultiVendorX, MultiVendorX Pro, and WooCommerce are active.
The Storefront theme is activated.
Here is a direct link to observe the results firsthand:
https://staging.spendilly.com/creator/test_vendor/
.
Please try using the “Get Support” button. I have tested it across the following browsers:
.
Chrome
Edge
Opera
Brave
In all cases, the expected behavior (a pop-up form) does not occur.
.
Additional Details:
WordPress Version: 6.7.1
MultiVendorX Version: 4.2.13
MultiVendorX Pro Version: 1.3.16
WooCommerce Version: 9.5.1
Storefront Theme Version: 4.6.0
These are the only active components on the site, and the issue persists.
.
Out of curiosity, are you testing with different versions of any of the above components?
.
Thank you for your time and support. I look forward to hearing back.
.
Best regards,
Frank J

Attachments:

1. 

   Opera-Snapshot_2025-01-03_080523_staging.spendilly.com_.png
   

2. 

   Opera-Snapshot_2025-01-03_080557_staging.spendilly.com_.png
   

[Frank Kelly]

Oh and I did not find the video mentioned in your first reply …

[Sangita Support Squad]

Thank you for getting back and sharing the information. Kindly provide us some time to check the same on your staging site and we will get back to you accordingly.

[Sangita Support Squad]

Hello there, Hope you’re doing well.

We attempted to access your staging site to investigate the issue with the “Get Support” button, but we were unable to do so. Could you please provide temporary admin access to the staging site? This will allow us to check the issue and assist you in resolving it.

Thank you!

[Frank Kelly]

This reply has been marked as private.

[Sangita Support Squad]

Hi @Frank Kelly, Thank you for sharing the access with us.

After investigating the issue, we discovered that the problem was caused by a custom permalink set for the vendor shop base section (screenshot: https://prnt.sc/TN8Mk7CMrKh_). We reverted the custom permalink to the default setting, and now the “Get Support” button is functioning correctly. You can verify this here: https://staging.spendilly.com/vendor/anbrase/.

We kindly request you to reactivate the previously deactivated plugins and theme, and then check the flow of the “Get Support” button.

If you require any further assistance, please don’t hesitate to let us know.

[Frank Kelly]

Subject: Follow-Up on the “Get Support” Button Issue

Sangita

I wanted to follow up on the ongoing issue with the “Get Support” button, as well as provide an update on the steps I’ve taken and observations I’ve made so far.

Earlier, I attempted to access the site, but the “Get Support” button was still non-functional. In my previous reply, I mentioned that I re-activated only the MultivendorX (MVX) plugins and temporarily switched the theme to Storefront for testing purposes. I also included a link to access the site for troubleshooting.

From the current state of the site, it’s evident that someone from your team attempted to address the issue. I noticed that the MartFury theme has been reactivated, and according to the log in the “Login Without Password” plugin, the last recorded login was five days ago.

Could you please update me on any findings or actions taken during this time? I’m eager to understand whether any progress has been made or if the issue is deemed unresolved. If the issue cannot be resolved at this time, I will consider this feature non-functional and avoid relying on it.

I appreciate your assistance and look forward to your update.

Best regards,
Frank J

[Sangita Support Squad]

@Frank Kelly, thank you for getting back to us. As mentioned in our previous response, we investigated the issue you reported with the “Get Support” button on the vendor store page while using default plugins and themes on your site. Upon checking your site, we identified that the issue on your end was caused by a custom permalink you had set for the vendor shop base (screenshot: https://prnt.sc/TN8Mk7CMrKh_).

Once we reverted the custom permalink to the default setting on your site, the “Get Support” button functioned as expected.

So as you are still facing this issue please navigate to your admin dashboard >> Settings >> Permalinks, and in the vendor slug section, make sure to avoid adding any custom permalink structure. Ensure it remains set to the default and check the “Get Support” button functionality again.

If you need any further assistance, please feel free to let us know. We’re happy to help!

[Frank Kelly]

Dear Sangita,
.
I hope this message finds you well. I wanted to clarify and follow up regarding the ongoing issue with the “Get Support” button.
.
After any changes your team may have made, I tested the “Get Support” button on the site, but it still did not function as expected. This time, I tested it on two browsers—Chrome and Opera.
.
When I initially set up the site for your team to troubleshoot, the Storefront theme was activated. After your first post informing me that a permalink adjustment had resolved the issue, I tested the button with the Storefront theme still in place, but it did not work. Since then, I noticed that the MartFury theme has been reactivated, which leads me to assume someone from your team responded to my initial post and made further adjustments.
.
A couple of questions:
.
I did not make any permalink changes myself, so I was unaware of what adjustments may have been made. If a permalink adjustment was intended to resolve the issue, could you confirm what the correct permalink should be? This is particularly important as I’ll need to ensure the correct permalink is used on the production site, where the current permalink is set to: creator.
.
Could you please verify the behavior of the “Get Support” button on your end? Despite my testing, the button does not appear to function according to its documented behavior.
.
I look forward to your confirmation and any updates regarding this issue. Please let me know if additional information or action is needed on my part.
.
Best regards,
Frank J

[Sangita Support Squad]

Hi Frank, Thank you for getting back to us.

During our last access to your site, we updated the Vendor Shop Base permalink to default in the settings, and the Get Support button was functioning as expected. For this reason, we advised keeping the default permalink and testing the Get Support button flow without making any changes to the permalink. Since then, we haven’t been able to access your staging site as we no longer have the username and password.

We kindly request you to:

— Go to the Permalink section.
— Ensure the Vendor Shop Base is set to its default state without adding any custom permalink (https://prnt.sc/PuD68zuryDZh).
— Check the flow of the Store Support module again.

Additionally, we’ve re-verified the Get Support button flow on our end, and it is working as expected. You can see the demonstration here: https://www.awesomescreenshot.com/video/35620186?key=f26e6c42700de3f7be6cbd2b3b840001.

Please note, we have identified an issue with the Select Order ID dropdown in the popup. Our development team has been informed and will provide a fix.
Apart from this, the Store Support module is functioning correctly. Users can submit support requests via the Get Support button, and vendors can view and respond to these requests from their vendor dashboard (https://tinyurl.com/24xvxmy2).
Kindly set the Vendor Shop Base permalink to default and test the flow again. Let us know if you need any further assistance.

[Frank Kelly]

Sangita,
.
I set the vendor store permalink as shown in the image you provided, but unfortunately, the “Get Support” button is still not functioning as outlined in the documentation.
.
I also reviewed the themes you have listed as compatible with MultivendorX (MVX). Of those I checked with a working MultivendorX (MVX) vendor store page, none displayed the “Get Support” button. As such, I’ll disable this feature for now. Hopefully, a fix will be introduced in future updates to resolve this issue.
.
On a positive note, I was able to identify one of the problems in the MVX CSS that causes a conflict with the MartFury theme. I will share the details in the post related to the MartFury theme issues.

Thank you for your support, and I look forward to any updates or solutions in future releases.

Best regards,
Frank J

[Sangita Support Squad]

Hi Frank, Thank you for getting back and sharing the details. Will it be possible for you to share the staging site access with us one more time so that we can look into the issue with the “Get support” button on your end ?

[Sangita Support Squad]

@Frank Kelly, We are still awaiting the details. Please share them at your earliest convenience so we can assist you further.

[Sangita Support Squad]

It’s been a while since we last heard from you, so we’ll assume your queries have been resolved and will close this thread for now. If you face any issues or need assistance in the future, please feel free to open a new support thread—we’ll be more than happy to help.

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