Each transaction in our system creates a customer event. If any issues come up, we look into these events to make sure they're resolved quickly. You can use this feature by either clicking the yellow button at the start of the transaction row in the Transaction Search or by going directly to the Customer Events page.
To get to the Customer Events page:
- Choose the Customer Service section.
- In the Customer Service section, find and click on Customer Actions.
- Then, go to Customer Events.
Search Functionality
When you open the Customer Events page, the search area is the first section you see. Here, you can enter a specific Kiosk ID and/or a date to search for a bulk of transactions.
To find a particular transaction, use the search fields located in the second line. You can search by Transaction ID, Instant ID and/or Customer Reference.
When searching transactions for a specific customer you can copy the Customer Reference from one of their transaction events and search for it instead of the Transaction ID or Instant ID and you can find all the transaction for that customer/card.
Viewing Transaction Details
To open the detailed view of the transaction/event click on the leftmost icon (the green bubble) in the results overview.
At the top of this page, you will find three buttons:
• Edit Cart: Use this button to access the section where you can add or remove products from the cart.
• Video: Click this button to access video records of the transaction. A new popup page will appear. On the popup page, click Get Video to download the video from the kiosk. After a few minutes, click the Refresh button to view the video.
• Resolve: If an investigation has been conducted on a transaction, click this button to explain the status or actions taken.
Event Overview
Below the buttons, you will find detailed information about the transaction, including:
• Transaction Identifiers: Unique IDs associated with the transaction.
• Transaction Time: The exact time when the transaction occurred.
• Usage Duration: How long the customer used the machine.
• Product Details: Information on when and what products were picked up or taken out.
Events, Event Details & Payment Information
In the bottom of the same page, the transaction is divided into three parts:
- Events of the Transaction: This section provides information about when the transaction started (Initial). If you click here, you can see the product count available in the kiosk at that time. By selecting a product in the events section on the right, you can view the customer's cart. Additional event-related details can be found in the center of the page.
- Payment Information: Just below the events section, you'll find the Transaction header, which includes important details like the transaction ID, the kiosk involved, date, price, and more. The Transaction Rows will show you the products that were part of the transaction.
- Payment Log: This is where we keep track of any charges, reservations, or refunds associated with the transaction.