Validating issues

NB: Text in italics represents an example in this section of the documentation. These are intended to help you identify a solution for the situation at hand, not to be interpreted as solutions to apply literally.

In Bookanet's admin interface, you can see specifics of member accounts (People), bookings (Sessions) and transactions (Orders). Establish the specific details relevant to the reported problem by asking the user, and then validate what they've told you by checking those details in Bookanet.

Examples of things to validate might be -

• If it's a user logging in, what email address are they trying to log in with? Does their account show a recent login or has it been unused for several months?
• If it's a session where the code didn't work, what code did the user report using? Do the details they report match the session time and code in Bookanet?
• If it's an issue with rates or access to restricted resources, could that be explained by the user not being logged in to access those special rates or facilities?

For an access issue, you might ask for the code they entered at the venue, and the time they entered it, as well as the order number from their receipt. Then check the Sessions listing and see whether that same access code should have conferred access at the time provided.

Consider also the environment and other factors at hand.

• Has there has been electrical or network work at the venue recently? The access control system at the venue needs a working internet connection to receive updated codes.
• Has your membership renewal period passed recently? Could that have affected member access to restricted resources?

What other factors might be at play here?

With the information at hand, is there a solution you can provide the user directly? Validating the details often surfaces a solution that allows the user to proceed immediately.

If the issue hasn't yet been solved, you can move on to reporting it.