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
How to install the app
How to create a new OnHub account
How to use the app for the first time
How to add new TFP setting
How to change TFP setting
How to manage results of TFP package
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
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
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
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