Please could you help me out with something. One of my users is saying that she didn’t press a button within my app, but my log is showing she was logged in and pressed the button.
In order to press this particular button two icons have to be clicked first. It’s a client side workflow too, not backend.
On page load of this particular page the user has to be logged in otherwise they are redirected to the index page.
The user has previously pressed this button so isn’t unusual and there’s no other unusual behaviour in the app or from this users account.
The ‘he said/she said’ is ongoing and I’m obviously standing by the log. Am I missing anything here that means that I’m in the wrong?
What is the real problem? Does she ask you a refund? Does she say your app is not working? From what you said and what logs show, you’re probably right. Is the button is related to fields? What the button do? Sometimes a WF is triggered if you press enter. This may be the problem from a user point of view and you will not see any difference in logs
She’s a problem user to put it nicely. She’s claiming that the app has sent an email automatically and therefore her customer isn’t happy. I offered a refund but she doesn’t want that. She’s just claiming endlessly that she didn’t press the two icons to reach the popup and then ultimately press the ‘send email’ button.
The button sends an email but can’t be triggered by pressing enter. The particular workflow is also not trigger automatically anywhere in the app. It’s a completely manual process.
Everything is telling me she did press the button, I just can’t believe someone would continue down this avenue of denial, so am second guessing myself
So it’s not an app issue but a customer service issue. There’s a lot of way to face this but I really believe that it doesn’t worth to fight and argue with her. Keep calm, listen, ask what you could do, consider what she suggest and say you will check what you can do to improve your system. Give some instructions how to use this app function and maybe suggest to have online session to help her. Keep the refund offer.
Or just read post mortem on the forum for some inspiration ;p
