Request: The client has reached out to us stating that they are unable to check-in using the Mobile App.
Verification:
- We must ensure that the request has been raised from the registered customer in our database.
- Check if the exact error message or screenshot of the issue is provided in the mail.
When the user has not shared the error message screenshot please use the template provided below to gather the screenshot or the exact error message.
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding not being able to check in using the Mobile Application.
We request you to share the screenshot of the error message. So that we can review the same.
Regards,
XXX
CASE 1: “The user is not in the customer location”
Verification:
Check if the check-in page screenshot is shared. If not shared we must gather the screenshot to compare the customer address and the user address.
Verify whether the user is in or nearby the customer’s location. ( Latitude and Longitude Finder on Map Get Coordinates )
Procedure:
- User is in or nearby the customer location:
- We can go ahead and update the latitude and longitude which can be seen in the screenshot of the check-in page shared by the user.
Follow the steps below:
Customer>All Customer>Select the Customer>Edit.
User is not near the customer location:
We can go ahead and inform the user that he is not in the customer address range and inform the user to check in within the customer address range.
Resolution Template (User is nearby the customer location):
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding not being able to check-in using the Mobile Application.
We have gone ahead and made the necessary changes and we request you to check-in and let us know if the issue persists.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
xxx
Resolution Template (User is away from the customer location):
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding not being able to check-in using the Mobile Application.
We request you to check in within the mentioned address range and check if the issue persists.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
xxx
CASE 2: When the error appears to be “ Unable to view daily plan”.
Verification:
Check if the Daily plan is approved or not by the reporting manager as it is mandatory for Apollo paints and Accurex.
Procedure:
- Daily plan approval is mandatory for Apollo Paints and Accurex, hence we can check if the plan was approved by the reporting manager and if not approved we can go ahead and inform the user to reach out to his reporting manager and get the daily plan approved.
To check if the daily plan was approved follow the steps:
- Login to the account and go to the view daily plan.
- Check the status of the Daily plan.
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Resolution Template:
Pending Status:
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding the issue with the daily plan not being approved.
We request you reach out to your reporting manager and get the daily plan approved as the daily plan is not yet approved and is in pending status.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
xxx
Approved Status:
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding the issue with the daily plan not being approved.
We request you to resync the data and check if the issue persists.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
xxx
CASE 3: When the user is unable to see the customer.
Verification:
- Check if the customer has shared the email and phone number that he is trying to search.
- Verify in the client’s admin account if the customer exists with the given details.
- If the customer is already added> We must check what is the search criteria>If it is assigned to or zone wise.
- If the customer is assigned to the same employee or the customer zone is the same as the employee zone, then we must check the last sync time.
When the client has not provided relevant information:
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding not being able to see the customer in the mobile application.
We request you to share the screenshot of the error message along with the email and phone number that you are using to search for the customer so that we can review the same.
Regards,
xxx
When the customer is not assigned or not in the employee zone:
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding not being able to see the customer in the mobile application.
We have cross-checked this from the backend and we see that the search criteria is based on assigned to/zone wise. Since the mentioned customer was assigned to a different employee or zone due to which you are unable to view the customer.
Please verify with your reporting manager to update or change the assigned to/zone to your visibility.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
xxx
If the customer is assigned to the same employee or the employee zone and the last sync time is not provided by the employee:
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding not being able to see the customer in the mobile application.
We request you to share the screenshot of the last sync time so that we can review the same.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
xxx
Action:
- If the customer is assigned to that employee or if the zone is the same as the employee zone and the last sync was done before the customer creation date then we can ask the employee to connect to the internet and wait till the Kapture application syncs the data automatically from the background. We can inform to check the last sync time and if it is updated to the current time then the customer will be visible to the employee.
- If the customer is still not visible, then we can inform the employee to revert to the same email.
- If the customer reverts back with the same issue then we must raise the issue in the present week thread-like “XX || Kapture Priority Issues || Team M”
If the customer is assigned to that employee or if the zone is the same as the employee zone and the last sync was done before the customer creation date (Template)
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding not being able to see the customer in the mobile application.
We have reviewed your concern and we see that the last sync was done before the customer creation and hence we request you to connect to a stable internet connection and wait till the application syncs the data automatically from the background.
Please revert back to the same email If the customer is still not visible after the data is synced.
Regards,
xxx
CASE 4: Customer is created on the mobile app but is not reflecting on the web:
Verification:
- Check if the employee is registered.
- Verify if the employee has provided the customer details.
- Verify the admin account if that customer exists.
- If the customer does not exist in the account, check if the data is in the push data tab in the employee’s mobile app.
When the client has not provided relevant information (Template):
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding not being able to see the customer in the mobile application.
We request you to share the screenshot of the error message along with the email and phone number that you are using to search for the customer so that we can review the same.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
xxx
If the customer does not exist in the account, check if the data is in the push data tab in the employee’s mobile app (Template):
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding not being able to see the customer in the mobile application.
We have reviewed your concern and we suggest you push the data with a stable internet connection and check if the issue persists.
Regards,
xxx
If there is no data in the push data tab and the employee is still unable to view the customer:
Procedure:
- We have to try to replicate the issue and if the issue persists we must forward the issue to the technical team.
- The issue must be raised in the present week thread-like “XX || Kapture Priority Issues || Team M”
Acknowledgement Template:
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding not being able to see the customer in the mobile application.
We have gone ahead and forwarded your request to the concerned team. We will update you regarding the same within XXXX hours.
If you require further assistance or have any other questions or concerns, please feel free to get back in contact with us and it will be our pleasure to assist you.
Regards,
xxxx
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