In the support team, we have a few standard practices we run to help diagnose the issue.
We may ask you to replicate the issue in a CodeSandbox. This helps us assess if the issue is occurring due to a conflict with your existing code.
We may ask you to give us a link to the site where you have indicated the issue is occurring. This helps us assess whether the issue may be occurring due to your specific case (network, browser etc) or is happening for everyone.
We may ask you for access to your application. We might compare the parameters that are sent from your site one by one on the Algolia dashboard. This isolates the issue. For example, if you are sending 3 facetFilters, and the issue does note when you are sending 2 of those filters, we can advise you on the filter set to use.
In this scenario, we will commonly ask for an example of A) the query you are sending and B) the record that is showing up that you do or don't want to show up.
This will help us understand which parameters to look at.
If there is behavior occurring that is not supported by the documentation we may escalate in order to assess the issue.