Request: The client has reached out to us as they are unable to view the order details in Kapture.
Verification/checklist:
- We must check if the particular customer has any orders and also gather the order ID
- We need to check if the customer tagging is incorrect
- We need to check which order is not reflected from the customer in order to check the same from our end.
- Check the source of the order. Eg. Shopify, Magento or API.
- Shopify orders will reflect after an hour post creation.
Procedure:
- Go to the Orders tab>All Order>Search with the order ID.
- If the order does not reflect we must gather the payload.
- Using the payload we can check this in the UI to see if we have received a success response or an error.
Action:
- Complete the Verification.
- Follow the mentioned procedure based on the request.
- If the issue persists after following the validation process and mentioned procedures the issue must be raised on JIRA | Team P.
Acknowledgement Template (When the request is raised on JIRA):
Hello XXXX,
Greetings from Kapture!
We appreciate that you have reached out to us with your concern regarding an issue with viewing the order details on Kapture.
We have 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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