Troubleshooting
Common distributor issues and the safe escalation checklist.
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Quick Checklist
Reproduce the issue and capture screenshots.
Collect
booking_reference
(if booking-related).
Run audit and attach JSON to escalation.
Common problems
1) CSC cannot be activated
Check missing
post_office_code
or missing routing data.
Confirm Partner status is acceptable under policy.
2) Routing mismatch reported by audit
Verify CSC center branch assignment and post office code are consistent.
If multiple CSCs under one partner map to different branches, escalate for correction.
3) Commission dispute
Collect
booking_reference
, receipt screenshot, and current commission status.
Confirm Partner/CSC mapping and routing were correct at booking time.
Escalation bundle (send to Admin/Tech)
What happened (1-2 lines) + when (timestamp).
References:
booking_reference
, partner_id, csc_id, screenshots.
Audit JSON file (timestamped) and relevant sample rows.