Send the exact page address.
Include the full public URL and tell me where you were trying to get to. A problem on a single product page can be a different job from the whole website failing to load.
Write down the steps.
Tell me what you clicked or entered and what you expected to happen. Include the browser and device if you know them. If the fault happens only sometimes, describe when you have seen it.
Keep the error message.
Copy the wording or take a screenshot. Remove names, email addresses, order details and anything else private before sending it. Do not include passwords or payment information.
Say when it started.
An approximate time and the last known working state help. Mention recent updates, new plugins, hosting changes or another supplier’s work, without assuming one of them must be the cause.
Explain what the problem stops you doing.
A broken checkout and a small layout issue have different effects. Tell me what is affected and any deadline, so I can assess the job and confirm availability. This does not create an emergency response commitment.
Agree access after the first conversation.
Start with the description and public link. If an investigation needs access, we agree what is required and how to provide it. Do not send a full customer export just to explain that a form is failing.