achieving clarity

ACHIEVING CLARITY

Ask the right questions to see the full picture

start

ACHIEVING CLARITY

Ask the right questions to see the full picture

01

"My customers can't checkout!"

Let me escalate this for you.

Is it a single customer or multiple?

Have you setup payment gateways?

ACHIEVING CLARITY

Ask the right questions to see the full picture

02

"Multiple customers are unable to checkout."

Is it on the app, webstore, or both?

Can they try a different card?

Let me check the app portal.

ACHIEVING CLARITY

Ask the right questions to see the full picture

03

"They're trying to checkout on the app."

Are they getting an error?

Can they try the webstore?

Try having them log out & back in.

ACHIEVING CLARITY

Ask the right questions to see the full picture

04

"No, it just spins and then goes to a blank screen."

Are you live right now?

Do they have the latest app version?

Is it only when they use a specific payment method (Paypal, card, etc)?

ACHIEVING CLARITY

Ask the right questions to see the full picture

04

"Yes, they're trying to checkout with Paypal."

Do you have a Paypal account?

Can they use something else?

Are they using iOS, Android, or both?

ACHIEVING CLARITY

"They're all on iphones"

Ok, that's very helpful!

CONGRATS!

Now you have the full picture and can begin properly troubleshooting.

START OVER?

Not quite

TRY AGAIN