User Manual
Troubleshooting & FAQ
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This playbook covers resolution steps for the most common operational, customer, billing, and technical issues encountered on the Auto Glass platform. Each item is rated by severity and includes step-by-step resolution guidance.
Severity Legend: P0 Safety / Platform Down — Immediate action required | P1 Customer severely impacted — Resolve within 2 hours | P2 Degraded experience — Resolve within 24 hours | P3 Minor / cosmetic — Resolve within 72 hours
Escalation Contacts
| Issue Type | First Contact | Escalate To |
|---|---|---|
| ADAS / Safety issue | Dispatcher → Ops Manager | VP Operations (same day) |
| Platform / API down | On-call engineer (PagerDuty) | Engineering Manager → CTO |
| Insurance claim dispute | Billing team | Finance Director |
| Customer legal threat | Ops Manager | Legal counsel (immediate) |
| Data breach / security | On-call engineer | CTO + DPO (immediate per CCPA) |
| Media / PR complaint | GM | CEO |
👤 Customer Issues
P1
Customer says technician hasn't arrived and it's past the appointment window
Open the booking in the Admin/Dispatcher Portal → check technician's live GPS location. If tech is en route, send customer the live tracking link via SMS (click "Share Tracking"). If tech is marked unavailable or has a status issue, immediately reassign to next available technician and SMS customer updated ETA with apology. If no tech available within 60 min, offer full reschedule + $50 goodwill credit.
P0
Customer reports a leak after windshield replacement
This is a warranty claim. Log a warranty ticket in the portal under the customer's vehicle. Assign to the original technician for a same/next-day return visit. If the leak is active (water ingress during rain), escalate to P0 — same-day return is mandatory. Document the original installation photos and compare. Do NOT charge the customer for the return visit.
P3
Customer wants to cancel but it's less than 2 hours before appointment
Per cancellation policy, no refund applies within 2 hours. Explain the policy empathetically. Offer to reschedule at no charge as a goodwill gesture (one-time). If customer insists on refund and amount < $100, support reps can issue a discretionary refund. Amounts ≥ $100 require manager approval.
P1
Customer received the wrong glass (wrong tint, rain sensor missing, or wrong shade)
Do not attempt to install if the wrong part is identified at pre-inspection — the technician should flag it in the app. If installed incorrectly: initiate a warranty return immediately, order correct part, schedule return within 48 hours, and comp the second visit fully. File a supplier quality report against the NAGS part number.
P0
Customer's ADAS (lane keeping, emergency braking) not working after service
This is a calibration issue — P0 priority. Contact customer immediately. Schedule same/next-day return for re-calibration. If calibration passes again but ADAS still malfunctions, it may be a pre-existing sensor issue — refer customer to OEM dealer. Document all findings in work order. Loop in management if there is any liability exposure.
💳 Payment & Billing Issues
P2
Customer's payment is failing at checkout
Ask customer to verify: card number, expiry, CVV, and billing ZIP code. Suggest trying a different card or browser. Check Stripe Dashboard for the specific decline code (insufficient funds, do_not_honor, card_velocity_exceeded). If "do_not_honor": customer must contact their bank. Offer to hold the booking for 4 hours while they resolve.
P2
Insurance claim was rejected (claim denial)
Navigate to Insurance → Claims → find the claim → review the denial code. Common codes and resolutions: CO-97 (duplicate claim) — verify no prior claim for same VIN + date; CO-4 (not covered) — confirm coverage type with insurer; PR-1 (deductible not collected) — correct and resubmit. All appeals must be filed within 180 days of the original service date.
P1
Customer was double-charged
Check Stripe Dashboard for the customer's payment history. If a duplicate PaymentIntent was captured, issue a full refund for the duplicate immediately via Stripe Dashboard → Payments → Refund. Log the incident in the Audit Log with notes. Refunds appear on customer's statement within 5–10 business days.
⚙️ Technical / App Issues
P2
Technician app not syncing / work order stuck in "Pending Upload"
Ask tech to: (1) Check signal strength — move to area with stronger signal; (2) Pull down to force refresh; (3) Go to App Settings → "Force Sync"; (4) If still stuck, log out and back in — data is saved locally and will sync after re-login. If data loss is suspected, contact Engineering immediately with the tech's device ID and job ID.
P1
ADAS calibration tool won't connect to vehicle
Check: (1) OBD-II port connection — clean port, ensure adapter fully seated; (2) Vehicle ignition must be ON (not just accessory mode); (3) Verify correct OEM protocol is selected in calibration tool for the vehicle's make/year; (4) Try a different OBD adapter if available. If tool still fails after 3 attempts, log the failure in the app and escalate to the OEM dealer per the ADAS escalation protocol.
P3
Live tracking map not showing in customer app
Verify: (1) Technician has GPS permission enabled on their phone (Settings → Auto Glass App → Location → "Always"); (2) Tech has tapped "Start Navigation" in the app (tracking only activates on departure); (3) Customer has location services enabled in their browser. If all correct and still not showing, check Dispatch Dashboard — if tech's GPS pin is visible there, the issue is customer-side browser (suggest Chrome or Safari, clear cache).
P0
API returning 503 Service Unavailable errors
Check the Grafana dashboard immediately for error rate and latency spikes. Check PagerDuty for active incidents. If this is a new incident: page the on-call engineer immediately. Check the circuit breaker status in Grafana → Services → Circuit Breakers. Common causes: Redis connection pool exhausted, database failover in progress, or upstream NAGS/NHTSA API outage. Follow the P0 runbook in Notion.
📋 Operations & Scheduling
P2
Inclement weather is affecting today's jobs
Navigate to Dispatch → Bookings → filter by Today. Click "Weather Reschedule Mode". Select all affected jobs (filter by city/ZIP). Choose a 3-day reschedule window. System will: (1) SMS all customers explaining the weather delay and offering new time slots; (2) Auto-reschedule confirmed slots; (3) Release any technician GPS tracking for the day. No charge to customers; no cancellation penalty.
P2
A part is on backorder and multiple jobs are affected
Navigate to Inventory → Parts → find the part. Click "View Affected Jobs" to see all bookings using this part. For each affected booking: contact customer proactively (do not wait for the appointment); offer rescheduled date when part arrives + 8% discount; log the parts issue against the supplier in the Inventory → Supplier Quality log. Escalate to Ops Manager if more than 5 jobs affected.
🔗 Useful Quick Links
| Resource | Link / Location |
|---|---|
| Grafana Monitoring Dashboard | https://grafana.autoglass.io |
| Stripe Dashboard | https://dashboard.stripe.com |
| PagerDuty Incidents | https://autoglass.pagerduty.com |
| Incident Runbooks | Notion → Engineering → Incident Response |
| Lynx Claims Portal | https://portal.lynxservices.com |
| NAGS Catalog Login | https://info.nags.com |
| Audit Log | Admin Portal → Settings → Audit Log |