# Troubleshoot products with BuyScout® AI Store Agent BuyScout® automatically uses product pages, manuals, help content, and available merchant guidance to troubleshoot within clear safety limits, then recognizes when expert service is needed. ## What product problems can BuyScout® troubleshoot? BuyScout® automatically guides common issues covered by the store's product pages, manuals, help content, and available merchant guidance, such as setup, care, assembly, compatibility, or known error states. BuyScout® stops and notifies support for missing, contradictory, hazardous, or repair-level cases. ## When shoppers need product help BuyScout® keeps self-service within documented safety boundaries. ### A device does not turn on A shopper has followed the setup instructions, but the device still does not turn on. BuyScout® can identify the model, ask what the shopper sees, and walk through only the safe checks documented by the merchant. ### Assembly or care is unclear A shopper is unsure which part comes next or how to clean a material. BuyScout® can retrieve the product-specific instruction instead of offering generic advice that may damage the item. ### An error code appears A shopper sees a model-specific error and does not know what it means. BuyScout® can retrieve the approved explanation and guide documented safe checks one at a time. ## How product troubleshooting works BuyScout® identifies the product, guides documented checks within clear safety limits, and recognizes when a different support path is needed. ### Identify the exact product BuyScout® confirms the exact model, variant, symptom, and relevant conditions before selecting safe product-specific troubleshooting guidance for the shopper. ### Guide one approved check at a time The AI Store Agent uses product pages, manuals, help content, and merchant guidance, then asks what changed before continuing. ### Stop at the safety boundary BuyScout® stops self-service when instructions warn against further action or the shopper reports risk, heat, smell, leakage, or injury. ## A coffee brewer will not start **Shopper:** My EmberPress Coffee Brewer is plugged in, but nothing happens when I press start. **BuyScout®:** Looking up the EmberPress product manual **BuyScout®:** Unplug this model and check whether the water tank and carafe are seated at their marked positions. Do not open the housing. **Shopper:** Both are seated, and it still will not start. **BuyScout®:** Sending the model and completed checks to the merchant **BuyScout®:** Sent. The merchant has the EmberPress model, symptom, and checks you completed. Stop rather than opening the housing. **Outcome:** The shopper tries a safe check, avoids an unsafe repair, and reaches the merchant with a clear case. ## Information BuyScout® uses automatically Product Troubleshooting needs no manual activation, but accurate source material keeps guidance useful and safe. ### Store pages and product documents BuyScout® automatically reads relevant Shopify product pages, public manuals, setup instructions, care guidance, compatibility notes, and help content available on the store's website. ### Safety and warranty guidance BuyScout® follows available warnings, prohibited actions, risk signals, warranty information, and service guidance. Merchants can add supporting material in BuyScout® Dashboard. ### Automatic edge-case handoff When BuyScout® cannot safely fulfill the request from available information, BuyScout® automatically notifies store support with the product, symptom, and completed checks. ## How Product Troubleshooting works automatically BuyScout® uses available product context automatically, with no manual activation required. ### Read product context automatically BuyScout® identifies the product and uses relevant store pages, manuals, help content, and available support guidance. ### Guide documented checks BuyScout® presents one appropriate check at a time and uses the shopper's result to decide whether another documented step applies. ### Stop at the safety boundary BuyScout® stops self-service guidance and automatically notifies support when risk, damage, conflicting information, or the need for expert service makes self-service unsafe. ### Optionally add store-specific guidance Merchants can add store-specific troubleshooting steps or tailor responses in BuyScout® Dashboard, then test routine and edge cases. ## Troubleshooting boundaries and handoff Safety, undocumented repairs, and commercial remedies remain outside routine guidance. - **No undocumented repairs** BuyScout® stays within approved documentation and stops when troubleshooting would require opening sealed hardware, bypassing safeguards, or using unapproved parts. - **Safety signals end self-service** When a shopper reports heat, smoke, unusual odor, leakage, swelling, exposed wiring, injury, or another danger signal, BuyScout® stops self-service and follows the documented support or emergency route. - **Commercial decisions stay separate** Troubleshooting does not itself approve a warranty claim, replacement, return, or refund. Those decisions follow the merchant's applicable process. ## Frequently asked questions **Can BuyScout® diagnose any product problem?** BuyScout® automatically uses the store's product pages, manuals, help content, and available merchant guidance. BuyScout® notifies support for undocumented, ambiguous, hazardous, or repair-level issues. **Can troubleshooting approve a replacement or refund?** BuyScout® can collect symptoms and completed checks, but replacement, warranty, return, and refund decisions remain with the merchant. **How does BuyScout® handle a problem that comes and goes?** BuyScout® can collect when the symptom occurs, relevant conditions, and completed approved checks. When the available documentation cannot resolve the pattern, BuyScout® sends the case and that context to store support. **What happens when a shopper reports a safety risk?** BuyScout® stops, gives the appropriate available safety instruction, and directs the shopper to the store's support or an applicable emergency route. **Can BuyScout® recommend a factory reset?** BuyScout® only presents a reset when approved instructions cover the exact model and explain any data or settings loss. BuyScout® does not improvise reset sequences or treat a reset as harmless. **Can BuyScout® troubleshoot a product that was modified?** BuyScout® follows only documentation that covers the reported configuration. If third-party parts, modifications, or prior repairs make the approved steps uncertain, BuyScout® follows the documented service route or sends the case to store support.