Merchant Troubleshooting

Running into issues with your ResQMeals merchant account? This comprehensive troubleshooting guide addresses the most common problems merchants face and provides practical solutions.

Account and Setup Issues

Can't Access Merchant Portal

Login Problems:

1. Verify email and password
2. Check caps lock and typing
3. Try password reset
4. Clear browser cache
5. Contact merchant support

Account Not Activated:

• Check email for activation link
• Verify business documentation submitted
• Contact support for status update
• Ensure all requirements met

Two-Factor Authentication Issues:

• Check phone for SMS codes
• Verify phone number is correct
• Try authentication app instead
• Contact support for reset

Profile Setup Problems

Business Information Not Saving:

• Check internet connection
• Verify all required fields completed
• Try different browser
• Clear cache and cookies
• Contact technical support

Photo Upload Issues:

• Check file size (max 5MB)
• Use supported formats (JPG, PNG)
• Ensure good internet connection
• Try different browser
• Compress images if needed

Product Management Issues

Can't Add New Products

Common Causes:

• Missing required information
• Photo upload problems
• Category not selected
• Price format incorrect
• Description too long

Solutions:

1. Complete all required fields
2. Check photo requirements
3. Select appropriate category
4. Use correct price format
5. Shorten description if needed

Products Not Appearing

Visibility Issues:

• Check product status (active/inactive)
• Verify pickup times are future
• Ensure inventory quantity > 0
• Check if item was sold out
• Refresh merchant dashboard

Timing Problems:

• Set realistic pickup windows
• Allow adequate preparation time
• Check business hours alignment
• Verify time zone settings

Pricing and Inventory Problems

Price Updates Not Saving:

• Use correct decimal format
• Check minimum/maximum price limits
• Ensure reasonable discount percentage
• Try refreshing page
• Contact support if persists

Inventory Sync Issues:

• Manual inventory updates
• Check POS system integration
• Verify automatic sync settings
• Update quantities regularly
• Monitor real-time availability

Order Management Issues

Not Receiving Order Notifications

Notification Settings:

• Check app notification preferences
• Verify email notification settings
• Test with small order
• Check spam/junk folders
• Update contact information

Technical Issues:

• Restart merchant app
• Check internet connection
• Update app to latest version
• Clear app cache
• Contact technical support

Order Processing Problems

Can't Accept Orders:

• Check if items still available
• Verify business hours
• Ensure adequate preparation time
• Check order details carefully
• Contact customer if issues

Order Modification Issues:

• Contact customer before changes
• Use platform messaging system
• Document all modifications
• Process refunds if needed
• Update order status promptly

Customer Communication Problems

Messages Not Sending:

• Check internet connection
• Try different message format
• Use alternative contact method
• Verify customer contact info
• Contact platform support

Customer Not Responding:

• Try multiple contact methods
• Allow reasonable response time
• Follow platform policies
• Document communication attempts
• Escalate to support if needed

Payment and Financial Issues

Payment Not Received

Processing Delays:

• Check payment processing schedule
• Verify bank account details
• Allow 2-3 business days
• Check for pending transactions
• Contact financial support

Missing Payments:

• Review order completion status
• Check refund/chargeback activity
• Verify all orders were fulfilled
• Contact customer support
• Provide order documentation

Payout Problems

Bank Account Issues:

• Verify account details correct
• Check account is active
• Ensure account accepts transfers
• Try different bank account
• Contact bank for verification

Tax Documentation:

• Complete required tax forms
• Provide business documentation
• Verify tax ID numbers
• Update business information
• Contact accounting support

Technical and App Issues

Merchant App Problems

App Crashes or Freezes:

1. Force close and restart app
2. Restart device
3. Update to latest version
4. Clear app cache
5. Reinstall app if needed

Slow Performance:

• Close other apps
• Check device storage
• Restart device
• Update app
• Check internet speed

Dashboard Issues

Can't Access Features:

• Check user permissions
• Try different browser
• Clear browser cache
• Disable browser extensions
• Contact technical support

Data Not Loading:

• Refresh page
• Check internet connection
• Try different browser
• Clear cache and cookies
• Wait and try again

Customer Service Issues

Negative Reviews

Response Strategy:

1. Respond professionally and promptly
2. Acknowledge the issue
3. Offer solution or explanation
4. Take conversation private if needed
5. Learn from feedback

Review Management:

• Monitor reviews regularly
• Respond to all feedback
• Address issues proactively
• Encourage positive reviews
• Use feedback for improvement

Customer Complaints

Common Complaints:

• Order not ready on time
• Wrong items provided
• Poor food quality
• Pickup location confusion
• Communication issues

Resolution Process:

1. Listen to customer concern
2. Apologize for inconvenience
3. Offer fair solution
4. Follow up to ensure satisfaction
5. Document for future prevention

Operational Challenges

High Order Volume

Managing Busy Periods:

• Plan staffing appropriately
• Prepare popular items in advance
• Set realistic pickup windows
• Communicate delays promptly
• Consider temporary order limits

Efficiency Improvements:

• Streamline preparation process
• Train staff on procedures
• Use batch preparation methods
• Optimize pickup area
• Implement order tracking system

Staff Training Issues

Common Training Needs:

• Platform navigation
• Order processing procedures
• Customer service standards
• Food safety requirements
• Problem resolution

Training Solutions:

• Provide written procedures
• Conduct hands-on training
• Regular refresher sessions
• Monitor performance
• Ongoing support and feedback

Quality Control Problems

Food Safety Concerns

Maintaining Standards:

• Follow all food safety protocols
• Monitor temperature controls
• Check expiration dates
• Maintain clean preparation areas
• Document safety procedures

If Issues Arise:

1. Remove affected items immediately
2. Investigate root cause
3. Notify customers if needed
4. Report to health authorities
5. Implement corrective measures

Consistency Issues

Quality Variations:

• Standardize preparation procedures
• Train all staff consistently
• Regular quality checks
• Customer feedback monitoring
• Continuous improvement process

Integration and System Issues

POS System Integration

Sync Problems:

• Check integration settings
• Verify API connections
• Update system software
• Test sync functionality
• Contact integration support

Data Discrepancies:

• Compare system data
• Identify sync timing issues
• Manual reconciliation
• Update integration settings
• Regular monitoring

Third-Party Service Issues

Delivery Service Problems:

• Verify service availability
• Check delivery area coverage
• Monitor service quality
• Maintain backup options
• Customer communication

Performance Optimization

Low Sales Volume

Analysis and Improvement:

• Review product performance data
• Analyze customer feedback
• Compare with successful merchants
• Adjust pricing strategy
• Improve product presentation

Marketing Enhancement:

• Better product photography
• More appealing descriptions
• Optimal timing strategies
• Customer engagement
• Promotional activities

Customer Retention Issues

Building Loyalty:

• Consistent quality delivery
• Excellent customer service
• Regular communication
• Special offers for regulars
• Personal relationship building

Getting Help

Merchant Support Resources

Contact Methods:

• Merchant Support Line: Dedicated business support
• Email: merchant-support@resqmeals.app
• Live Chat: Available during business hours
• Account Manager: Personal support contact

When Contacting Support:

• Provide merchant ID
• Describe issue clearly
• Include screenshots if helpful
• Mention steps already tried
• Be specific about desired outcome

Self-Help Resources

Available Resources:

• Merchant help center
• Video tutorials
• Best practices guides
• Community forums
• Webinar training sessions

Emergency Support

Urgent Issues:

• Food safety concerns
• Payment problems
• Technical outages
• Customer disputes
• Account security issues

Emergency Contacts:

• 24/7 technical support line
• Emergency merchant hotline
• Platform status updates
• Escalation procedures

Prevention Strategies

Proactive Measures

Regular Maintenance:

• Update app and systems regularly
• Monitor performance metrics
• Regular staff training
• Customer feedback review
• Process improvement

Best Practices:

• Follow platform guidelines
• Maintain quality standards
• Communicate clearly
• Document procedures
• Stay informed about updates

Continuous Improvement

Ongoing Optimization:

• Regular performance review
• Customer feedback analysis
• Competitor monitoring
• Process refinement
• Technology updates

Remember, most issues have solutions, and our merchant support team is here to help you succeed. Don't hesitate to reach out when you need assistance – we're invested in your success on ResQMeals!