Common problems and how to fix them

New customer emails are not appearing in Tickets

• Check Config → Email Accounts → status — green dot means IMAP is connecting. Red means re-test the App Password.
• Gmail filters that auto-archive or label messages can hide them from the INBOX folder we poll. Make sure the message lands in INBOX (not Spam, not a custom label).
• Wait up to 90 seconds after a customer sends — we poll on a 60-second cycle to keep API rate-limits friendly.

AI replies in the wrong language

By default the AI replies in the same language as the customer. If your store is JP-only and you want to ignore non-JP messages, open Config → AI and turn on Reply only in store language. Other-language messages will still create tickets but will not get an automatic reply.

AI keeps generating templated, unhelpful replies

This usually means the AI does not have enough store-specific context. Two fixes:

• Open Config → Store and verify shipping window, refund policy and return address are filled.
• Add 5-10 frequently asked questions to the Knowledge Base (Knowledge → Add entry). Even rough notes help — the AI uses them as facts.

Stripe / billing showing the wrong plan

• After upgrading, the dashboard updates within 1 minute (Stripe webhook). Force-refresh the Billing page if it does not.
• If the webhook missed, the on-page Sync from Stripe button reconciles immediately.

Refund failed in Shopify

Open the ticket, scroll to the refund block — the exact Shopify error is shown there (insufficient permissions, refund window closed, etc.). Most common: the Shopify session token expired — re-authorize in Config → Stores.

Still stuck

Reply to any Sakura email or write to support@sakuracrm.cloud. Include your store URL and the ticket ID — a human responds within one business day.