Purpose

This article outlines the new Flagged Transaction process for Operators.

Results and Benefits

• Simplified process: No more back-and-forth emails with Support.
  
  
• Faster turnaround: Flagged transactions will be resolved within 24 – 48 hours.
  
  
• Reduced workload: By following best practices, you can greatly reduce the ~3% of transactions that need manual input.
  
  

Pre-Requisites to Receive Flagged Transactions Notification

• Operators must ensure the correct email address is set up to receive flagged transaction notifications for all locations with CV products. They can set it up using the notification center in ADM.
  
  
• By default, notifications will be sent to the Contact Email listed under the Location Summary, which may not always be the appropriate contact for these alerts.
  
  
• If no email is set in either the Notification Center or the Location Contact Email, our Support team will attempt to reach out. However, there is a risk of losing flagged transactions if operators do not review and resolve them promptly.
  
  

Introduction and Best Practices

To get the best performance from your 365 AI-Vision products (e.g., PicoCooler Vision, Stockwell 2.0, etc.), please follow the guidelines outlined in Best Practices for Operators.

These include:

• Maintaining accurate and up-to-date planograms
  
  
• Ensuring drivers use the 365Ops App for restocking
  
  
• Adding clear, consistent images for all items
  
  
• Stocking shelves neatly to help the AI recognize products accurately

We understand there will occasionally be exceptions that require your assistance. To make those situations easier, we’re introducing a streamlined process for handling flagged transactions.

New Flagged Transactions Flow

Context

Sometimes, 365 requires your help to charge specific transactions, particularly those flagged when the planogram does not contain the purchased item, or when the AI cannot identify an item.

Currently, our Support team reaches out via ad-hoc emails asking you to review these transactions and provide inputs or fix the planogram. You then have to respond to 365 support via email. This manual process is inefficient and time-consuming for you and 365.

We’re replacing this with a dedicated workflow within our platform to make it faster and easier for you to resolve flagged transactions.

What’s Changing

Transactions that require your attention will now appear under a dedicated Operator tab, allowing you to focus only on those that need your input.

Starting Friday, October 24th, you will receive automated emails from "noreply@mobilemarket.net" containing a list of CV devices. Clicking the link will take you directly to the CV device page, from there you can navigate to Operator tab to review flagged transactions.

Process

Receive and Navigate to Flagged Transactions

1. First, you will receive an email below from noreply@mobilemarket.net. The email will list devices with flagged transactions:
   
   
2. Click on any one of the transactions to go that transaction's page, showing the transaction's videos and its relevant details.
   
   
3. On the bottom-right corner of the transaction's page, you will see Transaction History, which will show the reason for the transaction getting flagged (issue), the date it was flagged, and Reviewer notes requesting your input/action.
   
   
4. Take the appropriate action for the flagged transaction reason, as outlined in the Flagged Transactions Reasons and Actions to Take section below.
   
   

Flagged Transaction Reasons and Actions to Take

• If the reason is Item Cannot Be Determined: Identify the item, add notes under Resolve Transaction, and click Mark as Resolved. This will send the transaction back to the Review team, where they will charge the transaction as per your notes. 
  
  
  You do not need to email Support once submitted, the transaction automatically returns to the 365 queue for processing.
  
  Note: Clicking Mark as Resolved will not charge the transaction, it simply sends the transaction back to the Review team for them to take action and charge.
  
  
• If the reason is Item Not In Planogram: Click the Schema button at the top of the transactions page.
  
  
  This will open a new tab where your planogram exists.
  
  
  Add the missing item(s) to the correct shelf location. Then return to the transaction page, write appropriate notes under Resolve Transaction, and click Mark as Resolved to complete the process.
  
  
• If the reason is No Planogram: Please ensure that all your devices have planograms set up. (You can find instructions on how to set up a planogram here.)
  
  
• If the reason is Restocker Video: If the video displays a Stocker restocking the cooler, please confirm that all drivers and stockers are using the 365Ops app during restocking.
  
  
• If the reason is Possible Theft/Fraud: Please right-click on the video, select Save video as…, save it to your computer, and share it with the appropriate authorities.
  • Note: The video is only available for 30 days.