Support Tool Guide - International

Owned by Fernandes, Francisco
Last updated: Jun 29, 2022
3 min read

Guide under construction

Introduction - Access

https://apps.apple.com/us/app/twilio-authy/id494168017

https://play.google.com/store/apps/details?id=com.authy.authy&hl=en_CA&gl=US

@Ash, Ryan (Deactivated) @Weiss, Andy @Darren Mak -

  1. how do we want access to be shared?

  2. how to intake requests?

  3. Password Updates?

  4. monitoring

  5. brand support managers?

Layout

After successfully logging into the Admin tool you will begin on the Home Screen

Search Field

 

The Search Field can be used to search either a CognitoID/GuestID, Email and OrderID

Side Bar

 

The Sidebar displays the different functions within the Support Tool

  • Users/Customers - Displays a view of guest information and history

  • Orders (Being sunset, do not use) - To be removed in future updates

  • Orders V2 - primary way of looking up a guest CognitoID/GuestID, Email and OrderID

  • Gift Card History (in progress) - Lookup Gift Card Number

Customers

On the guest page, you can find the majority of information available on a Guest including:

  • FD Customer ID - Customer ID used by the Payment Processor First Data

  • Gift Card Number and Creation Date

  • Payment Methods

  • Loyalty Information

  • Cognito ID - user ID

  • TH Legacy Cognito ID - user ID used for Marketing and offers for Tim Hortons

Orders V2

Orders V2 is the main page that a Support Tool user will frequent. Working on the Orders V2 page begins with searching for a Guest or order, using CognitoID/GuestID, Email or OrderID.

 

After searching for a guest you can view their orders and select a specific order for additional support. On the left side of the page, you can filter by the status of the order and order type to find the potential problem easier.

Refunds - screenshots incoming

Full Refund

  • Expected Outcome

    • Order Status - Refund Successful

    • Payment Status - Void Successful - sometimes Refund Successful

Partial Refund

  • Partial refunds

    • Order Status - Refund Successful

    • Payment Status - Partial Refund Successful

Gift Card History

To view Gift Card History a region must be selected, currently, the Support Tool only supports lookup via User Email, with the Gift Card Number lookup feature upcoming

Transfer Gift Card

Lookup Gift Cards to merge

 

Loyalty

 

 

Stores