🧾 Error Reporting Process

🔁 When to Use This Process

Use this process if:

• The eSIM was activated for the wrong date
• Wrong ICCID was activated
• Duplicate or multiple activations for the same customer
• The wrong product or plan was activated
• Activation details were submitted incorrectly (e.g. wrong email)

✅ Step-by-Step: What To Do

1. Acknowledge the Mistake

   • If a customer is affected, reply politely to acknowledge the issue and let them know the team is reviewing it.
   • Reassure the customer that their service will be corrected (if possible) or escalated.

2. Create a Ticket

   • Go to Airtable under ‘Error Report’.
     

   • Create a new ticket and complete it as follows:

     • Category: Business Related
     • Status: Error Report

3. Include All Required Details
   In the task description, include:

   • Order Number
   • ICCID of the eSIM
   • Customer Name and Email
   • Platform (e.g. Shopify, Shopee, Tokopedia)
   • What happened (brief explanation)
   • How the mistake was found (e.g. from Airtable, customer email)

   Example:

   eSIM activated on 1 May instead of 15 May.
   Order #4321 – Shopify
   ICCID: 8988xxxxxxxxxxx
   Customer: Maria Lopez (maria@example.com)
   Found from customer email asking about start date.
   

4. Only Notify Sharon If:

• The issue is urgent (e.g. customer is travelling that day and can’t connect).
• You need a quick decision or help to resolve the issue.

Otherwise, she will review tickets during her regular checks.

🧠 Key Notes

• All mistakes must be recorded, even if fixed quickly — this helps improve processes and prevent repeat errors.
• Be honest and clear. Mistakes are normal but need to be taken seriously and documented properly.
• You don’t need to message in the group chat — just follow this process.