KB ID : JKB0022

Summary


This article describes the steps to be followed when a customer receives ON_ERROR_OTHERS while using the Jumbotail app.

 

**Replicate this issue on your phone (Use Customer Specific Language on the app) before moving to the next step. If you receive the same error while replicating the issue then escalate the issue to the Business Team by raising a ticket on Atlassian Jira.

 

If you're able to perform the task without any error while replicating the issue then follow the below steps.

 

**Before calling the customer go through the dashboard to see if the customer has placed an order for the product he was looking for and check if the confirmation SMS has been sent.

 

  • If Yes - Don't call the customer. Update and close the ticket.

  • If No - Call the customer and check if he would like us to help him place the order. Place an order on behalf of the customer, keep the SCM team posted about the same.


Note : In all cases create a ticket and update the status of the customer issue.


Important : Inform customers at the end of each call for any additional questions or require further clarification, please, do not hesitate to call us at  +918880188801