The problem with support as usual

In an app with so many screens (campaigns, reports, costs, shipments), a disabled button or a number that looks off is rarely a bug: it's usually a missed step, an empty field, a sync that failed or an action Amazon rejected. But the person on the screen can't see that, and neither can whoever answers, until they ask for a screenshot, check logs and ask again. The time goes into the diagnosis, not the fix.

What Vision does when something doesn't work

When you describe a problem in your own words (“it won't let me create”, “it threw an error”, “it won't load”, “it doesn't match Seller Central”), Vision follows a support-technician script:

  1. Reads your screen. Visible warnings and errors, disabled buttons and why, which fields are filled in or empty, and how many rows each table has. A warning on the screen comes first: if there is one, it is the cause.
  2. Checks the account. What you did in the last few minutes, the errors the app returned, failed syncs, rejected Amazon actions, a stuck campaign creation and numbers that don't add up.
  3. Consults the screen's guide page in the EcomVision guide, including, when there is one, the “when it doesn't work” part.
  4. Answers with the exact cause and the next click, using the button or field name as it appears on the screen. No “check your data”: it says which field and why.
  5. Asks for a screenshot only if it needs one. When the cause still can't be known, it says what it needs to see.
  6. Opens a ticket if it's an app bug, with the summary and the evidence.

An example: the Create button that won't unlock

On Bulk actions › Create, the Create campaigns button only unlocks once a product is chosen. On the demo account I left the Product field empty and asked Vision what was missing:

EcomVision Create campaigns screen with the Vision panel open: it answers that the cause is the empty Product (ASIN, SKU or name) field and explains the steps to unlock the Create campaigns button.
Question: “It won't let me create the campaign. What is missing?” Vision points to the empty field and the next click (demo account).

It named the empty Product — ASIN, SKU or name field as the cause, explained that typing isn't enough (you have to click the suggestion in the list until “✓ Product from this account” shows up) and said that once that's done, the button lights up. This kind of block is also easier to understand on the screen itself: in Create campaigns, the Create button now generates the preview on its own and explains why it isn't unlocked yet.

How to use it, step by step

  1. With the problem on screen, open Vision: its icon (an eye with an orange aura) sits on the right side of every screen. To talk about a specific account, open the account first.
  2. Write what's going on, your way. Short is fine: “it won't let me create”, “error when saving”, “the number doesn't match”.
  3. Read the answer: cause and next click. Follow the step it indicates.
  4. If Vision asks for a screenshot, drag the image into the chat, paste it with Ctrl+V or use the paperclip, and say what you were trying to do.
  5. If it concludes it's an app bug, it gives you the ticket number.

When it's an app bug: the ticket

If the evidence points to an app problem (an internal error, a wrongly calculated number, a button that should work and doesn't), Vision says so plainly, gives you a workaround when there is one and records a ticket with the summary and the diagnosis. The EcomVision team is notified right away, by internal email and Telegram. The same problem reported again within 6 hours doesn't create a duplicate ticket.

It never promises a fix date. The promise is a different one: the case reaches the team complete, without the round of “send a screenshot and tell me what you clicked”.

What it sees and what it never reads

  • Sees a summary of what is visible on the screen: warnings, disabled buttons (and why), filled-in or empty fields and the row count of tables. It only reads what you're looking at, outside Vision's own window.
  • Never reads password, token, API key, card or tax-ID fields, or files.
  • Only reads your account's data. To investigate what happened in the account, open the account before asking.
  • Doesn't change anything. Diagnosis is read-only. Changes on Amazon still need your confirmation on a card.

Limits and cautions

  • Vision can make mistakes, like any AI: double-check the step it indicates before acting on something critical.
  • Vague report, no screen and no recorded error: it asks for the screenshot instead of guessing.
  • Disabled button with no reason given by the screen: it explains only what the guide says about it and, if the guide says nothing, asks for a screenshot instead of inventing a cause.
  • It understands reports in Portuguese and in English.

Sources