Collect a safe support diagnostic package

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1. State the operational impact

Choose a plain business impact: one user is inconvenienced, one workflow is blocked, one shop is blocked, several shops are blocked or customer/payment data may be at risk. State whether there is a workaround and whether a vehicle delivery, payment, payroll, purchase or customer approval is waiting. This helps support prioritize the response correctly.

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2. Record a minimal reproduction

Write numbered steps beginning from a known page. Include the selected shop and role, the button or field used, and the expected result. Repeat only with a safe non-financial test record when possible. Never repeat a live charge, refund, PO approval, receipt or inventory adjustment merely to capture the failure.

• Example: Invoices → open INV-1042 → Record payment → Cash → $100 → Save.
• Expected: payment history adds $100 and outstanding balance falls.
• Actual: red message appears; invoice balance remains unchanged after one refresh.

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3. Capture identifiers, not secrets

Include the company name, shop name, customer or vendor name when appropriate, and the visible appointment, estimate, work-order, invoice, PO, transfer, return or payment reference. Include the exact timestamp and time zone. Do not send authentication tokens, passwords, MFA secrets, full card numbers, bank credentials, private API keys or unredacted health or identity documents.

04

4. Capture browser evidence

Take a screenshot containing the page heading and message while excluding unrelated customer data. Record browser name/version, operating system and whether a private window behaves differently. If support asks for the browser Network response, open developer tools, reproduce only the safe request, select the failed /api request and share its status and sanitized response body. Remove Authorization, Cookie, API-key and token headers.

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5. Check whether the action already succeeded

Before retrying, reopen the source document and inspect its history or activity. For email and SMS, check Communications and the configured provider status. For payment, refund and customer credit, check invoice financial activity and Payment Reconciliation. For inventory, receiving and transfers, check item activity at the selected shop. Tell support whether a record was created even though the screen showed an error.

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6. Send and track the request

Use in-product support when available so company and user context are attached. Otherwise contact VMOTEK Support with a concise subject such as 'Dallas shop blocked receiving PO-1042'. Keep replies on the same thread, report any material impact change and confirm the resolution before closing. Support may request a controlled screen recording or temporary diagnostic step; verify the request came from the official support channel.