RTP - Submitting Screenshots tips

Some helpful tips for submitting screenshots for support with products that aren't syncing, customers not in sales fetch, etc

Order Processing

Some tips for submitting a screenshot of the applicable customer's order in RTP.

1. Ensure that the Order Id is visible in the screenshot.

2. Click the blue triangle to select List View instead of Summary View (List View provides more details for us to help troubleshoot the potential issue).

3. Click the View option and select All instead of Open.

4. Ensure the screenshot includes the Customer ID and Customer Name fields. Also expand the width of the Description column if need be so that the product description is fully visible.

5. If possible, include the Deposits and Transaction Viewer portion of the screenshot. The Transaction Viewer can be added by clicking on Advanced Options > Transaction Viewer.

Transaction History

As a best practice, all lesson products should be sold in Order Processing and not Sales Transaction. It allows for the frontline staff to have an easier time reviewer what has been purchased and making updates (changing details about a private, changing dates for a lesson, swapping a ski lesson for a snowboard lesson, etc). If a lesson was sold in Sales Transaction it won't be possible to take a screenshot from Order Processing. In that case, a screenshot from Transaction History will be the best option to aid with troubleshooting.

1. In Customer Manager search for & find the lesson participant.

2. Navigate to History Profiles > Transaction History.

   
3. Expand any relevant transactions to include details that will help flaik troubleshoot the issue - eg transaction #, Customer #, Order # (if applicable), Inventory Pool descriptions, etc.