Escalation Process
Guideline how to find support for your issues while using Shopify OnHub
Last updated
Guideline how to find support for your issues while using Shopify OnHub
Last updated
Solutions for Issues might happen while setting up or first-time login to the app
| ISSUES | SOLUTIONS |
|---|---|
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 |
|---|---|
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 |
|---|---|
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
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
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