RMS Escalation Guide

Export report not received:

• Account number.

• Screenshot of the user profile page < if not the owner.

• Make sure the client tries to export the order report for 1 day and 1 branch and check if he receives the email. < in case he receives it please advise the client to use Orders - Row data export or lower the the date range and number of branches.

• Test email ticket < The Client needs to send an email to support@foodics.com to verify the email.
  
  

End-of-day reports are not received by email:

• Account number.

• Screenshot of the cashier device settings from the console showing the used email: Console > Manage > devices.

• screenshot of the cashier diagnostics > Settings > scroll down to show the email used as well.

• screenshot of the diagnostics page.

• Business day report: Console > Reports > Business reports > Business day > export the report.

• Test email ticket < The Client needs to send an email to support@foodics.com to verify the email.
  
  

Reset password email not received:

• Account number.

• Foodics account link.

• Test email ticket < The Client needs to send an email to support@foodics.com to verify the email.

Note: if the complain from a user please advise him to reach the owner to change the password from his side.

Issues/Bugs in the console:

• Account number.

• A clear description of the issue.

• Troubleshooting steps you have done.

• Clear video/screenshots showing the issue.

• Screenshot or video of console error (CTRL+SHIFT+J).

• Screenshot or video of the network (CTRL+SHIFT+J then press network and select Fetch/XHR).

Issues/Bugs in the cashier app:

• Account number.

• A clear description of the issue.

• Troubleshooting steps you have done.

• Clear video/screenshots showing the issue.

• Screenshot from the diagnostics page < make sure the app is on the latest version.
  
  

Zatca 2 Issue:

• A clear description of the issue

• VAT certificate and CR

• Video of the issue

• Diagnostics page.

• Branch/ business settings

• Make sure the steps on the Help Center articles are followed and the client not using “ منصة المحاكاة الافتراضية”