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      Fallen Off Alert - No Recent Transactions

      Customer didn’t send/upload anything to TradeNet Core (TNC) today.

      DESCRIPTION

      The account is connected but no transactions were processed for the day.

      BACKGROUND

      EXCEPTIONS AND HANDLING

      PROCEDURE

      1. Check Transaction Monitor (for Buyers only) to verify if there were recent transactions sent by the client, if none and appearing as disconnected email the client to check if they are having issues with their system (if busy hours, CALL).

      *Note/s:

      • This alert may be triggered during weekends and holidays. In that case Support may ignore the alert.

      • This alert may also be triggered outside the client’s busy hours. In this case Support may also ignore the alert until at least an hour into the busy/office hours of the client.

      • If the alert was received outside the client’s busy hours, check transaction monitor to confirm when the latest transaction was sent. If received on a Monday and you confirm that a transaction was sent on Friday, ignore.

      • If a day during the weekdays (non-holiday) you find a day wherein they did not send out a transaction, email the client (if outside the busy hours), call if alert is received during the busy hours.

      • If you opted to email the client, make sure to turn over the case to the teammates on shift during the client’s busy hours via our Teams Channels.

      *Note:

      • Be careful with the special instructions for every account (noted in the Level A Contacts List), make sure to follow them.

      No FX Client:

       

      FX user:

       

      Or you can verify their connection type (if migrated) via Reporting Central:

      If in case the client is not an FX User, kindly ensure that your email advises them to check on their system and connection with ShipServ and send a separate escalation to IT Ops as well as a precaution in case we an on-going issue on TradeNet Core (TNC).

      • Also, for every email to the clients make sure to CC their TAM and AM

      • Do not resolve your case until the affected client is connected or the issue has been resolved.

      • Ensure to follow up on cases and call if necessary.

      EMAIL TEMPLATE (Platform Support)

       

      TOOLS/ACCESS

      • Transaction Monitor