Web Navigation Issue SOP

Table of Contents

• 1. Purpose

• 2. Common scenarios

• 3. Procedure

• Troubleshooting

• Vetting, actions, and further escalation

• Ticket updates and Resolution Process

• 1. Purpose
  To guide the Team in resolving slow-loading pages, Error Messages, and Broken Links on the JD Site before escalating. 
  

• 2. Common scenarios
  Customers may contact JD Customer Support(CS) for the following reasons:

  • Slow Loading Pages: Pages that take too long to load, causing delays in the customer journey.
    
    

  • Error Messages: System or user-facing messages that appear when an action fails (e.g., checkout, login).
    
    

  • Broken Links: Links that lead to incorrect, blank, or "404 Not Found" pages.

3. Procedure

1. Troubleshooting steps 

1.1 Before escalating, perform the following basic troubleshooting steps:

• Check for Updates: Ensure the app or browser is up to date.

• Clear Cache: Recommend clearing cache or app data (for mobile users or browsers).

• Restart: Ask if they’ve tried restarting the browser app or refreshing the page.

• Test Connectivity: Ensure the customer has a stable internet connection (Wi-Fi or data).

• Request Evidence: Ask for screenshots or screen recordings if not already provided.

1.2) If the issue persists, go to step 2.

2. Vetting, actions, and further escalation

2.1) Attempt to replicate the issue and resolve it if possible. If the issue persists, create a Service Request  (SR) child ticket to the Tech Team via the CPP - General Tech Request catalogue item

3. Ticket Updates and Resolution Process

3.1 Update the CustomerParent Ticket

• Send an email informing the customer that we have reached out to the relevant team and will be in touch with feedback.

• Set ticket status to "waiting in ENG"

3.2 When the child ticket is resolved by Engineering:

• Inform the customer of the resolution if resolved, or update the customer after 24 hours if we are still investigating.

• Set the ticket status to Pending if resolved or to awaiting engineers if further investigation is needed.