What to include
A support request is answered faster when it carries:- Your organization name.
- The screen you were on and the date selected.
- The driver involved, by name and plate number.
- The transaction reference, if the question is about a payment.
- What you expected to see, and what you saw instead.
What to raise immediately
- Payments arriving unmatched in numbers you cannot clear.
- A rising unparsed count under SMS ingestion.
- A payment recorded against the wrong driver.
- Figures on a report that a bank has already received and that have since changed.