FAQ

The Web Development Team is responsible for all WooCommerce technical concerns on the live site, including:
- Checkout errors
- Payment gateway issues
- Order processing bugs
- Subscription system problems
- Discount Creation
- Email automation failures
- Plugin conflicts
- Website downtime or performance issues

If the issue affects system functionality, escalate immediately to:

📩webdev@insboss.net
📩web.dept@insboss.net

Please include:
- Screenshot of the issue
- Order number (if applicable)
- Exact error message
- Date and time encountered

The Accounting Department is responsible for creating, revising and managing invoices related to incentives, commissions and services.

For invoice-related concerns, contact:
📩accounting@insboss.net

If there are issues involving:
- Discount adjustments
- Pricing discrepancies
- Special approval changes

The Account Executive (AE) must be consulted first for confirmation and verification before proceeding.

If a client contacts the VA or CSM regarding an invoice issue:

1. Immediately report the concern to:
o The Account Executive (AE) in charge
o The Accounting Department
2. Accounting will coordinate with Web Development if technical adjustments are needed. This ensures proper verification before any system-level changes are made.

If a client requests assistance with login credentials:

1. The Account Executive (AE) should guide the client to:
o Go to the login page
o Click “Forgot Password”
o Follow the password reset instructions

If the issue persists after password reset attempts, escalate to the Web Development Team for further assistance.

The Web Development Team attends to tickets as quickly as possible typically within the same day, depending on workload.
However:

- Minor issues are usually resolved within the day.
- Wider system-level issues may require longer resolution time.
- Complex bugs may require testing and staging validation before deployment.

Updates will be provided to the requestor following the ticket protocol.

All WooCommerce-related technical concerns must be reported through ticket:

📩webdev@insboss.net
📩web.dept@insboss.net

Include complete details to avoid delays:
- Screenshot
- Order number
- Client name
- Description of the issue
- Date and time encountered

Incomplete details or if the requestor forgot to create a ticket it may delay resolution time.

If a ticket is submitted:

- During Web Dev’s offline hours
- At the end of shift
- During weekends or holidays

The ticket will be attended to on the next business day, following standard ticket protocol. The Web Development Team will update the requestor once the issue is reviewed

Only authorized personnel (Web Development Team) may modify:

- Pricing structure
- Product configuration
- Subscription logic
- Payment gateway settings
- System-level WooCommerce settings

Unauthorized changes may disrupt live transactions

The responsibility is shared across teams:

- Sales / Account Executive (AE) – Primary responsibility to ensure the client understands and agrees to the Terms & Conditions before finalizing any agreement.
- VA / CSM / SM– Should verify acceptance status when assisting clients with account or order concerns.
- Web Development Team – Responsible only for the technical implementation of the Terms & Conditions checkbox or system logic.

The Web Dev team does not approve or validate policy acceptance manually unless system verification is required

Before escalating to the Web Development Team, please follow these steps:

1. For New Clients:
Confirm that the client is properly registered in the system. The Terms & Conditions checkbox is mandatory registration.
2. For Existing (Old) Clients:
Coordinate with the Account Executive (AE) to confirm whether the client acknowledged the Terms & Conditions during onboarding, contract signing, or prior transaction.
3. If confirmation is still unclear:
Verify whether the Terms & Conditions link is active and accessible on the main site. Only escalate to Web Development if:
- System log confirmation is required.
- There is suspicion that the Terms & Conditions checkbox was not properly enforced during registration.
- There is a technical issue related to policy display or validation.