Traffic Profile Number is Null

Customers may encounter an error message stating “No Traffic Profile found.” This issue occurs when the system is unable to retrieve the customer’s traffic profile number from the government authority’s records.

Resolution Steps for "Traffic Profile Number is Null"

Case Description

• The customer receives an error stating, “No Traffic Profile found.”

Resolution Steps

1. Gather Information from the Customer:

   • Request the Emirates ID (EID) the customer used while attempting to run a quote on the Shory website.

2. Access the Admin Portal:

   • Navigate to Reports > ADP Responses Report.

3. Search for Responses:

   • Use the EID number provided by the customer to search for relevant API responses.

4. Check the API Responses:

   • If responses for Get Verification Data are found:

     • Review the API responses to check if the Traffic File Number exists.

5. Deadend Scenario:

   • If the Traffic File Number does not exist:

     • Apologize to the customer and advise them to contact the appropriate government authority to locate their traffic profile.

     • Inform the customer they can call Shory back once the issue has been resolved on the government side.

General Verbiage

“Apologies for the inconvenience. Let me check if this issue is related to Shory or the government’s records. Based on the investigation, I recommend reaching out to the relevant government authority to address the issue and ensure your traffic profile is updated.”

Conclusion

By following these steps, customer service representatives can efficiently identify the root cause of the issue and guide customers to the appropriate next steps. Clear communication ensures the customer understands the resolution path and avoids unnecessary frustration.