Support
Customer triage and common fixes for support staff. Escalate anything that needs a code/infra change to on-call (Incidents).
Triage
- Scope: one merchant/device, or many? Many merchants → it may be an incident, escalate.
- Reproduce: get the merchant, device, screen, and exact time - check logs by
x-merchant-id. - Classify: config issue (fix in BO) · device/peripheral · data question · bug (escalate).
Common issues
| Symptom | First check |
|---|---|
| Can't sign in | username ≥ 4 chars; correct merchant; not deactivated. Reset password (below). |
| Printer / peripheral not working | driver paired? device active? - see Device docs |
| Barcode not found | product has a barcode for that variant; search/scan enabled at counter |
| Payment stuck "pending" | a real provider delay vs a confirmation stall - escalate to payment incident if many |
| Invoice not issued | retry from the invoice screen (issuance is retryable); escalate if the provider rejects |
| Stock looks wrong | check stock movements / adjustments in inventory |
Reset a user's password
Use the BO user-management screen (or identity admin) - do not read or set raw credentials. Confirm the requester owns the account / merchant first.
Escalation
Support → on-call engineer (for incidents) → service owner. Customer-facing comms for an outage go through one channel only.