Case Description:

 Customer is concerned about why the image of his vehicle is incorrect (different car photo, different color,..).

Resolution 

1.  Ask the customer to provide: 

• Make & model

2. Access admin portal, Reports, ADP response report. Link

3. Check ADP response & confirm with customer vehicle details (number of doors, color, year)

1. If the details are matching:

   1. Use following verbiage: “We apologize for the inconvenience this might have caused, it seems that this is a technical problem with vehicle image only. You can       continue the journey as I have checked the vehicle details and it appears that they are correct.”

2. If vehicle details are incorrect/ unmatching:  

• Ask the customer to send their missing documents (If EID, DL and Mulkiya) via:

1. On phone to support@shory.com

2. On messaging/chat as attachment via messaging

• Raise ticket to L2

•  Inform the customer that we will get in touch with them once the technical issue is resolved for them to proceed.