Escalation Process

Guideline how to find support for your issues while using Shopify OnHub

1. Normal Inquiries

Solutions for Issues might happen while setting up or first-time login to the app

ISSUES	SOLUTIONS
How to install the app	Follow instructions: Authorization
How to create a new OnHub account	Follow instructions: Sign Up
How to use the app for the first time	Follow instructions: Onboarding
How to add new TFP setting	Follow instructions: Add new fraud prevention configuration
How to change TFP setting	Follow instructions: Fraud Prevention setting
How to manage results of TFP package	Follow instructions: Fraud prevention results report

2. Technical support

Solutions for Issues might happen while using the app that make it less efficient

Please contact directly to us for better support to Contact Info

ISSUES	Team in charge
Cannot follow/ understand the instructions above	Business Development will receive the requirement and instruct you to follow the document
Activate the package after free-trial	Business Development will receive the requirement and help you choose the most suitable package
Expand the TFP package after expired	Business Development will receive the requirement and help you expand the package as your need

3. Technical Complaint

Solutions for Issues might happen while using the app that prevent you from using it

Please contact directly to us for better support to Contact Info

ISSUES	Team in charge
Cannot login the account after verifying through email	Business Development will receive the information and send it to Tech Support for checking and fixing it
Allow the app to embed code but still receive notification of "Unsuccessful embed code"	Business Development will receive the information and send it to Tech Support for checking and fixing it
The TFP Package is not working despit of being active	Business Development will receive the information and send it to Tech Support for checking and fixing it
The Dashboard not show analysis data	Business Development will receive the information and send it to Tech Support for checking and fixing it
One of the buttons/screens is not working	Business Development will receive the information and send it to Tech Support for checking and fixing it
System is broken down	Business Development will receive the information and send it to Tech Support for checking and fixing it