TABLE OF CONTENTS

Some tickets are created as part of the daily job checks conducted by Bill and Jo.


These tickets are typically raised because a system job is failing and requires intervention. Common causes include:

  • Expired marketplace tokens

  • Retailers being offboarded by a marketplace without pausing or suspending their account

  • Website changes breaking integrations

  • Feed, sync, or connection failures


Required Handling Process

1. Stop the Failure First


Your first action must always be to stop the job from continuing to fail. This should be done as soon as you receive the ticket (assuming it can be stopped on our side).


This prevents:

  • Unnecessary system resource usage

  • Ongoing error logs and alert noise

  • Repeated daily job check failures


This may involve pausing a marketplace, disabling a feed, or suspending a connection.


2. Notify the Retailer


Once the failure has been contained, contact the retailer to:

  • Explain the issue

  • Outline required actions or changes

  • Provide clear next steps


3. Determine Account Status


Depending on the situation, the account may need to:

  • Be reactivated after corrective action, OR

  • Remain paused until the issue is resolved


Ticket Closure Requirements


A job failure ticket must not be closed unless one of the following conditions is met:


1. Technical Verification

  • The issue has been technically verified as resolved, and

  • A screenshot showing the successful completion of the job is attached to the ticket.

OR


2. Confirmed & Validated Change

  • Clear written confirmation has been received from the retailer, and

  • The change has been validated in the system with a screenshot showing the successful completion of the job attached to the ticket


Examples:

  • The retailer confirms they are no longer selling on the marketplace and want the integration removed.

  • The retailer confirms they have made a required change, and you have verified that the change is correctly applied and the job is no longer failing.


If system jobs, feeds, or syncs were failing, you must:

  • Confirm successful execution before closing the ticket.

It does not mean:

  • Assuming resolution based on expected behaviour.

  • Closing the ticket because the retailer says they have made a change without checking.


Assumptions are not verification.