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Max for Brands
Merchandiser Knowledge Center

A searchable, screenshot-based guide covering the daily MAX workflow plus a practical support playbook based on 1,003 historical Biztrack issue-log records.

20searchable training screens
18support playbook topics
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Screen 01 · Access & Setup

Open the Max for Brands Merchandiser Login Screen

0:05

The Merchandiser platform opens to a mobile-style login screen. It is designed to feel like an app even though it runs through a browser.

Open the Max for Brands Merchandiser Login Screen
Training screen at approximately 0:05

What to do

  1. Open the Max for Brands Merchandiser link supplied by your agency or administrator.
  2. Confirm that the page displays the Merchandiser login screen.
  3. Keep the link saved as a browser bookmark or home-screen shortcut for easy access.
Important:
  • The platform is intended for merchandisers and uses a registered cell phone number for access.
loginmerchandiseraccessbrowsermobile
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Screen 02 · Access & Setup

Access the Platform as a Progressive Web App

0:30

Max for Brands Merchandiser is a progressive web app (PWA), so it is opened through a web link instead of being downloaded from an app store.

Access the Platform as a Progressive Web App
Training screen at approximately 0:30

What to do

  1. Paste the supplied URL into your preferred mobile browser, such as Chrome, Opera, or Samsung Internet.
  2. Approve location access when prompted.
  3. Approve notification permissions so the platform can send task and visit updates.
Important:
  • Location and notification permissions are essential because check-ins and alerts depend on them.
PWAprogressive web appURLChromeOperaSamsung Internetpermissionslocationnotifications
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Screen 03 · Access & Setup

Log In with Your Registered Cell Phone Number

1:05

Your mobile number must already be registered in the back office and linked to the correct store and agency.

Log In with Your Registered Cell Phone Number
Training screen at approximately 1:05

What to do

  1. Enter your registered cell phone number.
  2. Select Continue.
  3. After login, check the Sync indicator in the top-right corner to confirm that the platform is connected.
Important:
  • Tell your agency before changing your phone number. A new number will not work until the administrator updates your profile.
cell phonemobile numberregistered numbercontinuesyncinternet
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Screen 04 · Attendance & Leave

Start Your Work Day from the Today Tab

2:05

The Today tab is the starting point for attendance and scheduled store visits.

Start Your Work Day from the Today Tab
Training screen at approximately 2:05

What to do

  1. Open the Today tab.
  2. Review the stores listed under Today's stops.
  3. Select Start Work Day when you are ready to begin.
  4. Confirm that the platform displays a green status showing that your workday is in progress.
Important:
  • The Start Work Day action records when your working day begins.
Today tabStart Work Dayattendancetoday stopsschedule
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Screen 05 · Attendance & Leave

Use the Profile Tab

2:25

The Profile tab displays your user details and gives access to leave requests and phone setup help.

Use the Profile Tab
Training screen at approximately 2:25

What to do

  1. Select Profile from the bottom navigation.
  2. Confirm that the correct user name is displayed.
  3. Open My Leave to review or submit leave requests.
  4. Use Phone setup helper when you need guidance setting up the platform on your device.
Important:
  • The four primary tabs are Today, Tasks, History, and Profile.
ProfileMy Leavephone setup helpernavigationuser details
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Screen 06 · Attendance & Leave

Submit a Leave Request

2:50

Leave can be requested in the app, but the request still requires approval from the relevant head-office or agency team.

Submit a Leave Request
Training screen at approximately 2:50

What to do

  1. From Profile, open My Leave and select Log Leave.
  2. Choose the first day of leave and the date you will return to work.
  3. Select a reason, such as annual leave, sick leave, family responsibility, unpaid leave, or other.
  4. Add an optional note.
  5. Review the dates and select Submit.
Important:
  • Submitting leave does not mean it has been approved. Return to My Leave to check whether it is pending, approved, or declined.
leaveLog Leaveannual leavesick leavefamily responsibilityapprovalcalendar
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Screen 07 · Store Visits

Review Your Workday and Today's Stops

3:55

After starting the workday, the Today tab shows that work is in progress and lists the stores assigned to you.

Review Your Workday and Today's Stops
Training screen at approximately 3:55

What to do

  1. Confirm that Workday in progress is displayed.
  2. Review each scheduled stop and its allocated time.
  3. Fixed merchandisers may see one store; roaming merchandisers may see several stores.
  4. Select the first store you are scheduled to visit.
Important:
  • Your stops depend on how your profile and schedule were configured by the agency.
workday in progresstoday stopsfixed merchandiserroaming merchandisershift
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Screen 08 · Store Visits

Check In Using the Store Geofence

4:35

The app verifies that you are physically at the assigned store before allowing you to check in.

Check In Using the Store Geofence
Training screen at approximately 4:35

What to do

  1. Select the store from Today's stops.
  2. Wait for the geofence check to confirm your distance from the store.
  3. When the app shows that you are within the store's geofence, select Confirm Check In.
Important:
  • When you are outside the approved geofence, the app will prevent check-in. Check location permissions, GPS, internet access, and your physical location.
geofencecheck inConfirm Check InGPSlocationstore visit
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Screen 09 · Store Visits

Use the Checked-In Store Dashboard

5:05

Once checked in, the Today tab becomes the working dashboard for that store.

Use the Checked-In Store Dashboard
Training screen at approximately 5:05

What to do

  1. Confirm the correct store name and check-in status.
  2. Open View Live Stock Insights to review stock information.
  3. Review any tasks listed under Open tasks here.
  4. Complete the required work before selecting Check Out.
Important:
  • Do not check out until your stock review and assigned tasks are complete.
checked inView Live Stock Insightsopen taskscheckoutstore dashboard
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Screen 10 · Stock Insights

Select the Relevant Supplier and Category

5:45

Live Stock Insights can be filtered to the category and supplier linked to the store.

Select the Relevant Supplier and Category
Training screen at approximately 5:45

What to do

  1. Open View Live Stock Insights.
  2. Confirm the store or manage-stock context.
  3. Choose the required category.
  4. Open Suppliers and select the relevant supplier, such as RIALTO.
  5. Review the resulting stock and sales overview.
Important:
  • Available suppliers and categories depend on what is linked to the selected store.
supplierRIALTOcategoryManage Stocklive stock insightsstock overview
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Screen 11 · Stock Insights

Review De-ranged SKUs

6:15

The De-ranged SKUs view identifies products that are no longer ranged at the store and provides quick stock information.

Review De-ranged SKUs
Training screen at approximately 6:15

What to do

  1. Open the De-ranged SKUs tile or filter.
  2. Use Search products when you need a specific SKU.
  3. Review each product's stock-on-hand and recent activity indicators.
  4. Investigate any unexpected stock or ranging status.
Important:
  • The insights area can also show active SKUs, ranged SKUs, out-of-stock, low-stock, wastage, and sales information.
de-ranged SKUderanged SKUproduct searchstock on handrangingout of stock
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Screen 12 · Stock Insights

Open Product-Level Stock Details

7:00

Selecting a product provides a detailed SKU view to help explain its current stock and sales position.

Open Product-Level Stock Details
Training screen at approximately 7:00

What to do

  1. Select a product from the stock list.
  2. Review stock quantity and whether the item is ranged or on promotion.
  3. Check the selling price.
  4. Review recent activity, including last order, receipt, sale, and update dates.
  5. Use order quantity, distribution-centre stock, rate of sale, and stock value to understand the SKU.
Important:
  • These details help merchandisers identify stock problems and take informed action in store.
product detailSKUstock quantitypromotionselling pricelast orderrate of salestock value
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Screen 13 · Tasks & Proof

Review Open Tasks for the Store

7:45

Tasks logged by brand managers, principal managers, reps, or other authorised stakeholders appear directly on the store dashboard.

Review Open Tasks for the Store
Training screen at approximately 7:45

What to do

  1. Return to the Today tab for the checked-in store.
  2. Review the list under Open tasks here.
  3. Select the task that needs attention, such as a planogram or pricing error.
Important:
  • This centralised task list reduces the need to coordinate work through multiple WhatsApp groups.
open tasksplanogrampricing errorbrand managerprincipal managernotifications
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Screen 14 · Tasks & Proof

Review the Task Instructions and Reference Photo

8:30

The task page explains what needs to be corrected and may include a photo uploaded by the person who reported the issue.

Review the Task Instructions and Reference Photo
Training screen at approximately 8:30

What to do

  1. Open the task.
  2. Read the instructions carefully.
  3. Review the reference photo and any comments from the brand manager.
  4. Select Start Task when you are ready to fix the issue.
  5. Use Can't Do It when the issue is outside your control and provide a clear reason.
Important:
  • A pricing-error task may require correcting a shelf or price label before proof is submitted.
task detailinstructionsreference photoStart TaskCan't Do Itpricing label
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Screen 15 · Tasks & Proof

Capture Photo Proof of the Completed Fix

8:50

After correcting the issue, capture visual evidence directly through the task workflow.

Capture Photo Proof of the Completed Fix
Training screen at approximately 8:50

What to do

  1. Open the Photos step in Proof of execution.
  2. Select Take Photo.
  3. Capture a clear image showing the corrected issue.
  4. Retake the photo when the result is unclear.
  5. Continue to the next step when the evidence is acceptable.
Important:
  • A task can support up to five proof photos. Avoid capturing customer or staff personal information unless required.
proof of executionphotocameraTake Photoevidenceup to five photos
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Screen 16 · Tasks & Proof

Add Notes Using Voice-to-Text or Typing

9:55

Use the Notes step to explain exactly what was fixed and who assisted.

Add Notes Using Voice-to-Text or Typing
Training screen at approximately 9:55

What to do

  1. Enter a clear summary of the work completed.
  2. Select Record to dictate the note using voice-to-text, or type the note manually.
  3. Review the generated text carefully.
  4. Correct any words that were transcribed incorrectly.
  5. Select Next.
Important:
  • Voice-to-text can save time, but always edit the result before submission. Language accuracy may vary.
notesvoice-to-textrecordtranscriptionproof of executionedit text
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Screen 17 · Tasks & Proof

Review and Submit the Proof of Execution

10:25

The Review screen combines the uploaded photo and written notes so you can verify the evidence before sending it for approval.

Review and Submit the Proof of Execution
Training screen at approximately 10:25

What to do

  1. Confirm that the correct photo is attached.
  2. Read the note and correct any missing or inaccurate details.
  3. Select Submit.
  4. Wait for the relevant manager to approve or decline the task response.
Important:
  • Approved work receives a resolved status. Declined work can trigger a new notification and may need to be corrected again.
reviewsubmitapprovaldeclineresolvedproof phototask response
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Screen 18 · Tasks & Proof

Confirm the Store Task List Has Updated

11:05

After submission, the task is removed from the open list or moved to an awaiting-approval status.

Confirm the Store Task List Has Updated
Training screen at approximately 11:05

What to do

  1. Return to the store dashboard or Tasks tab.
  2. Confirm that the submitted task is no longer shown as an open action.
  3. Complete any remaining tasks.
  4. Select Check Out only after the store visit is finished.
Important:
  • The platform keeps a timeline of task activity so managers can review the original issue and your response.
task updatedawaiting approvalopen task removedtimelinecheck out
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Screen 19 · History & Closeout

Review Visit and Task History

11:40

The History tab provides a record of completed store visits and tasks handled during the day.

Review Visit and Task History
Training screen at approximately 11:40

What to do

  1. Select History from the bottom navigation.
  2. Review the list of store visits.
  3. Open a visit or task when you need its timeline and submitted evidence.
  4. Check Tasks for items that are awaiting approval or require further action.
Important:
  • History is useful when a manager asks what happened during a previous visit or why a task could not be completed.
History tabvisit historytask historyawaiting approvaltimeline
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Screen 20 · History & Closeout

End the Work Day

12:30

End Work Day closes your attendance record and updates the back office with the stores and allocated times completed.

End the Work Day
Training screen at approximately 12:30

What to do

  1. Check out of the final store after completing all required work.
  2. Return to the Today tab.
  3. Confirm that no store visit is still active.
  4. Select End Work Day.
  5. Verify that the Today tab returns to the Ready to roll state.
Important:
  • Ending the workday is important for time-and-attendance reporting. Do not end the day while a visit is still active.
End Work Daycheckouttime and attendanceclose dayschedule
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SUPPORT PLAYBOOK

Troubleshooting Based on the Previous Biztrack Support Log

The supplied log contains 1,003 support records. It is useful for predicting the support questions merchandisers may bring to MAX, but it does not prove that MAX has the same defects. The steps below translate the recurring support patterns into the current MAX browser, geofence, attendance, task, and approval workflows.

Historical categoryCasesShareMAX support implication
Clock-in issues38638.5%Prioritize geofence, permissions, store assignment, and connection checks.
Time updates25925.8%Prevent incomplete visits and capture accurate start/end evidence.
Kickouts535.3%Teach recovery without creating duplicate visits or ending the day early.
Login issues292.9%Verify the registered number and active back-office profile.
Sync issues292.9%Use connection, refresh, and safe browser-reset checks.
Timesheet queries212.1%Route attendance corrections to the agency/admin team with evidence.
Important migration difference: Biztrack references to usernames, passwords, downloadable app versions, and app-store updates do not map directly to MAX Merchandiser. MAX is a progressive web app and uses a back-office-registered cell phone number.
SUPPORT TOPIC 01 • HISTORICAL ISSUE-LOG PLAYBOOK

Support Triage: Start Here

All support teams

Typical symptom: Use this sequence for every support request before attempting fixes or escalating.

Merchandiser / first-line checks

  1. Confirm the exact screen, action, store, date, and time where the issue occurred.
  2. Check the Sync indicator and confirm that mobile data or Wi-Fi is working.
  3. Confirm that the official MAX URL is being used in a supported mobile browser.
  4. Check the required browser permissions: location, notifications, camera, and microphone when relevant.
  5. Capture a screenshot or short screen recording before refreshing or clearing anything.

Support or admin checks

  • Verify that the user is active and linked to the correct agency, cell phone number, store, and schedule.
  • Check whether the problem is limited to one user/store or affects several users.
  • Review the visit, task, attendance, or approval record in the back office before asking the user to repeat an action.
Escalation rule: Escalate technically when the issue is repeatable after permissions, connectivity, and profile configuration have been verified, or when several users are affected.
support checklisttriagescreenshoterrorescalationinformation to collect
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SUPPORT TOPIC 02 • HISTORICAL ISSUE-LOG PLAYBOOK

The MAX Page Will Not Open or Shows a Server Error

Merchandiser → Technical

Typical symptom: Blank page, endless loading, “unable to connect”, browser error, or the login page never appears.

Merchandiser / first-line checks

  1. Confirm that another website opens on the same connection.
  2. Open the official MAX link directly in Chrome, Safari, Opera, or Samsung Internet instead of an old message preview.
  3. Refresh once, then close duplicate MAX tabs and reopen the link.
  4. Switch between mobile data and Wi-Fi and try again.
  5. Restart the browser or device if the page remains unresponsive.

Support or admin checks

  • Confirm that the official URL has not changed and the user is not using an expired test link.
  • Check whether other merchandisers can open MAX at the same time.
  • Record the browser, device, operating system, time, and exact error.
Escalation rule: Escalate immediately when multiple users cannot open MAX, a server error persists, or the page fails on more than one connection/device.
blank pageserver errorunable to connectloadingPWAURLbrowser
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SUPPORT TOPIC 03 • HISTORICAL ISSUE-LOG PLAYBOOK

Cell Phone Number Is Not Recognised or Login Fails

Agency admin

Typical symptom: The registered number is rejected, the user changed numbers, or a new/replacement phone cannot access the account.

Merchandiser / first-line checks

  1. Enter the same cell phone number previously supplied to the agency.
  2. Check for typing errors, extra spaces, or the wrong country-code format.
  3. Do not repeatedly attempt with other people’s numbers.

Support or admin checks

  • Verify that the number is registered against an active merchandiser profile.
  • Confirm the correct agency and store links.
  • Update the registered number when the user has a new SIM or phone number, following identity-verification procedures.
  • Confirm that the old profile has not been disabled or duplicated.
Escalation rule: Escalate technically only when the profile and registered number are correct but login still fails. MAX Merchandiser uses a registered number, not the Biztrack username/password process.
loginnumber not recognisednew numbernew phoneregistered cell phoneprofile inactive
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SUPPORT TOPIC 04 • HISTORICAL ISSUE-LOG PLAYBOOK

Sync Indicator Is Missing or Information Is Not Updating

Merchandiser → Technical

Typical symptom: Tasks, stops, stock data, or submitted activity do not refresh; the Sync indicator is missing or an error appears.

Merchandiser / first-line checks

  1. Confirm that mobile data or Wi-Fi is active and has internet access.
  2. Wait briefly for the current action to finish before tapping Submit again.
  3. Refresh the MAX page and reopen the relevant tab.
  4. Switch between Wi-Fi and mobile data if one connection is unstable.
  5. Restart the browser if the indicator does not return.

Support or admin checks

  • Check whether the submitted record already appears in the back office before asking the user to repeat it.
  • Confirm that the user has not opened several MAX tabs or sessions.
  • Check whether the same data is delayed for other users or stores.
Escalation rule: Escalate when data remains missing after reconnection and refresh, or when the same sync failure affects multiple users. Avoid duplicate submissions while status is uncertain.
syncnot updatingdata delayofflineconnectionrefreshduplicate submission
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SUPPORT TOPIC 05 • HISTORICAL ISSUE-LOG PLAYBOOK

Location Permission or GPS Is Not Working

Merchandiser

Typical symptom: MAX cannot obtain a location, GPS keeps searching, or the browser says location access is blocked.

Merchandiser / first-line checks

  1. Turn on device Location Services/GPS.
  2. Open the phone settings for the browser used with MAX and allow location access while using the browser; enable Precise Location where available.
  3. Return to MAX, refresh the page, and approve the location prompt.
  4. Move away from areas with poor GPS reception, such as a basement or cold room, and wait for the position to stabilise.
  5. Disable any VPN or location-spoofing service.

Support or admin checks

  • Confirm the user is opening MAX in the same browser where permission was granted.
  • Ask for a screenshot of the browser site-permission screen and the MAX geofence result.
Escalation rule: Escalate when other map apps show the correct live location and permissions are enabled, but MAX still cannot obtain a position.
GPSlocation permissionprecise locationlocation servicescold roombrowser permission
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SUPPORT TOPIC 06 • HISTORICAL ISSUE-LOG PLAYBOOK

Cannot Check In or MAX Says Out of Geofence

Merchandiser → Agency admin

Typical symptom: The merchandiser is at the store but check-in is blocked, the distance is incorrect, or the geofence never turns green.

Merchandiser / first-line checks

  1. Confirm the selected stop is the correct store and date.
  2. Stand near the store entrance or an area with clear GPS reception and wait 30-60 seconds.
  3. Confirm Location Services, Precise Location, browser permission, and internet access.
  4. Refresh the store screen once and retry the geofence check.
  5. Capture a screenshot showing the store, distance, time, and error.

Support or admin checks

  • Verify the store coordinates and geofence radius in the back office.
  • Confirm the correct store is assigned to the user and schedule.
  • Compare the reported location with the configured store pin before changing attendance records.
Escalation rule: Escalate technically when the store configuration is correct and several users at the same location receive an incorrect distance.
check inout of rangegeofencewrong distancestore coordinatesGPS not responding
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SUPPORT TOPIC 07 • HISTORICAL ISSUE-LOG PLAYBOOK

Check-In, Check-Out, or Another Screen Hangs

Merchandiser → Technical

Typical symptom: A button spins indefinitely, the screen freezes, or MAX stops responding during a visit.

Merchandiser / first-line checks

  1. Wait briefly and tap the action only once.
  2. Take a screenshot before closing the screen.
  3. Check the internet connection and Sync indicator.
  4. Refresh the page and check Today or History to see whether the action was already recorded.
  5. Close duplicate MAX tabs and restart the browser or phone if needed.

Support or admin checks

  • Check the back-office audit trail before creating or correcting a visit.
  • Confirm the device/browser and whether the issue repeats at another store or on another connection.
  • Use cache clearing only as a later step because it may remove the session and require permissions to be granted again.
Escalation rule: Escalate with the screenshot, time, user, store, device/browser, and steps already tried when the action remains stuck or is reproducible.
hangingfreezingspinningstuckapp closesbutton not respondingclear cache
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SUPPORT TOPIC 08 • HISTORICAL ISSUE-LOG PLAYBOOK

Today’s Stop Is Missing, Wrong, or Duplicated

Agency admin

Typical symptom: No stores appear, the wrong store appears, a visit is duplicated, or the scheduled time/store is incorrect.

Merchandiser / first-line checks

  1. Refresh MAX and confirm the correct day is being viewed.
  2. Check that the workday has been started.
  3. Do not check in to a different store simply to create attendance evidence.

Support or admin checks

  • Verify the user’s active status, agency, store assignment, roaming/fixed profile, and schedule.
  • Check for duplicate schedule or visit records before adding another stop.
  • Correct the assignment in the back office and ask the user to refresh.
Escalation rule: Escalate technically when the back-office assignment is correct but the user still sees missing or duplicate stops after refresh.
stop missingno storeswrong storeduplicate scheduleduplicate visitstore assignmentprofile
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SUPPORT TOPIC 09 • HISTORICAL ISSUE-LOG PLAYBOOK

Visit Ended Unexpectedly or the User Was “Kicked Out”

Merchandiser → Agency admin

Typical symptom: The active visit disappears, MAX returns to the Today screen, or the user is no longer checked in before work is complete.

Merchandiser / first-line checks

  1. Check Today and History to confirm whether the visit was ended or merely disconnected.
  2. Restore the internet connection and refresh MAX.
  3. When permitted and still at the store, check in again rather than ending the workday.
  4. Record the exact time the visit ended and continue only after confirming the current status.
  5. Do not create several replacement visits.

Support or admin checks

  • Review the audit trail for check-in, check-out, connection loss, and any second visit.
  • Correct attendance only after comparing the schedule, evidence, and timestamps.
  • Check whether geofence loss or device power-saving settings caused the interruption.
Escalation rule: Escalate when MAX repeatedly ends active visits without a user action and the device has a stable connection/location.
kickoutkicked outvisit endedclock back inresumeunexpected checkoutactive visit disappeared
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SUPPORT TOPIC 10 • HISTORICAL ISSUE-LOG PLAYBOOK

Workday or Attendance Hours Are Incorrect

Agency admin / HR

Typical symptom: Start/end times are missing, hours appear short, the workday remains active, or attendance does not match the schedule.

Merchandiser / first-line checks

  1. Confirm that every store visit has been checked out.
  2. Return to Today and select End Work Day only after the final visit.
  3. Refresh and confirm the completed visit appears in History.
  4. Provide the scheduled time, actual arrival/departure time, store, and supporting evidence.

Support or admin checks

  • Review the visit and workday audit trail before editing attendance.
  • Check for an active, duplicate, or prematurely ended visit.
  • Apply the agency’s approved attendance-correction process. The current MAX training does not show a merchandiser self-service time-update screen.
Escalation rule: Route payroll, payslip, salary, or leave-balance questions to HR. Escalate technically only when valid MAX timestamps are missing or inconsistent in the system.
hours wrongtime updatetimesheetattendanceend work dayclock outpayroll
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SUPPORT TOPIC 11 • HISTORICAL ISSUE-LOG PLAYBOOK

Open Task or Notification Is Missing

Merchandiser → Manager/admin

Typical symptom: A reported issue does not appear under Open tasks, or the merchandiser did not receive a notification.

Merchandiser / first-line checks

  1. Confirm notification permission is enabled for the browser.
  2. Open Today and Tasks, then refresh MAX.
  3. Confirm the correct store is selected and the merchandiser is checked in.

Support or admin checks

  • Verify that the task is assigned to the correct store, user/role, supplier, and active status.
  • Check whether the task was already completed, declined, or is awaiting approval.
  • Confirm the task was not created against another duplicate store record.
Escalation rule: Escalate when the assignment is correct and visible in the back office but does not appear for the user after refresh.
task missingnotificationopen tasksassignmentpricing errorplanogram
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SUPPORT TOPIC 12 • HISTORICAL ISSUE-LOG PLAYBOOK

Camera Will Not Open or Photo Proof Will Not Upload

Merchandiser → Technical

Typical symptom: The in-app camera is blocked, photo capture fails, or proof remains uploading.

Merchandiser / first-line checks

  1. Allow camera access for the browser used with MAX.
  2. Close other apps that may be using the camera.
  3. Confirm adequate phone storage and a stable internet connection.
  4. Take a clear, well-lit photo through the task workflow and wait for it to attach before continuing.
  5. Retry with one photo if several images were attempted.

Support or admin checks

  • Confirm whether a photo was received despite the user seeing a delay.
  • Record the file count, time, device/browser, and any error message.
  • Check whether the issue affects all photo tasks or only one task.
Escalation rule: Escalate when camera permission is enabled and a small new photo consistently fails on a stable connection.
cameraphoto uploadproof of executionstoragepermissionimage stuck
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SUPPORT TOPIC 13 • HISTORICAL ISSUE-LOG PLAYBOOK

Voice-to-Text Is Inaccurate or the Microphone Does Not Work

Merchandiser

Typical symptom: No recording starts, transcription is incorrect, or another language is not recognised accurately.

Merchandiser / first-line checks

  1. Allow microphone access for the browser.
  2. Move to a quieter area and speak clearly in short sentences.
  3. Review and edit the generated note before selecting Next or Submit.
  4. Type the note manually when voice-to-text is unavailable or inaccurate.

Support or admin checks

  • Confirm the browser has microphone permission and that the device microphone works in another app.
  • Capture the language used and whether the issue is consistent or intermittent.
Escalation rule: Escalate only when the microphone works elsewhere, permission is enabled, and MAX never records or transcribes.
voice to textmicrophonetranscriptionAfrikaansZuluXhosanotes
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SUPPORT TOPIC 14 • HISTORICAL ISSUE-LOG PLAYBOOK

Proof of Execution Will Not Submit, Is Pending, or Was Declined

Merchandiser → Approving manager

Typical symptom: Submit does nothing, the task remains open, the response is awaiting approval, or the manager declines it.

Merchandiser / first-line checks

  1. Confirm the required photo and notes are visible on the Review screen.
  2. Check the connection and tap Submit only once.
  3. Open Tasks or History to confirm whether the response is awaiting approval before resubmitting.
  4. When declined, read the feedback, correct the issue, and upload new proof.
  5. Use Can’t Do It with a factual reason when completion is genuinely outside your control.

Support or admin checks

  • Confirm the response, photo, notes, and timeline were received.
  • Verify who is responsible for approval and whether the task is pending with that person.
  • Avoid creating a replacement task when the original response is already awaiting approval.
Escalation rule: Escalate technically when a complete response is not recorded after a stable submission or duplicate responses are created.
submit taskpending approvaldeclinedproofreview screencannot do itduplicate task
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SUPPORT TOPIC 15 • HISTORICAL ISSUE-LOG PLAYBOOK

Live Stock Insights Are Missing, Empty, or Show the Wrong Data

Admin / Data integration

Typical symptom: Supplier/category options are missing, stock data is blank, or the selected store shows unexpected products or values.

Merchandiser / first-line checks

  1. Confirm the correct store, category, and supplier are selected.
  2. Refresh MAX and check the Sync indicator.
  3. Search for the exact product and note the SKU, supplier, store, and displayed value.
  4. Do not change store stock based only on an unverified screen discrepancy.

Support or admin checks

  • Verify the supplier and category links for the store.
  • Check the last data-refresh time and source integration.
  • Compare the SKU in MAX with the source system and confirm whether the problem affects several products/stores.
Escalation rule: Escalate to the data/integration team when the store mappings are correct but stock data is stale, missing, or inconsistent with the source feed.
live stock insightssupplier missingcategory missingstock wrongSKUdata feedRIALTO
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SUPPORT TOPIC 16 • HISTORICAL ISSUE-LOG PLAYBOOK

Leave Request Is Incorrect, Pending, or Not Approved

Manager / HR

Typical symptom: Wrong dates were submitted, the request remains pending, or the merchandiser assumes submission means approval.

Merchandiser / first-line checks

  1. Review the start date, return-to-work date, leave reason, and optional note before submitting.
  2. Check My Leave for the current pending, approved, or declined status.
  3. Contact the approving team promptly when incorrect dates were submitted.

Support or admin checks

  • Review the request and approval status; do not treat submission as approved leave.
  • Follow the agency process for correcting an approved request or collecting supporting documents.
  • The current training does not demonstrate document attachment; use the approved agency channel unless that feature is enabled in MAX.
Escalation rule: Route leave balance, maternity leave, sick-certificate policy, and approval disputes to HR/management rather than technical support.
leavepending leavewrong datesapprovalsick leaveannual leaveHR
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SUPPORT TOPIC 17 • HISTORICAL ISSUE-LOG PLAYBOOK

Phone Is Lost, Broken, Replaced, or the Number Changed

Agency admin

Typical symptom: The merchandiser cannot access MAX from a replacement device or no longer has the registered number.

Merchandiser / first-line checks

  1. Notify the agency as soon as possible and provide the new number through the approved identity-verification process.
  2. Do not ask a colleague to log attendance on your behalf.
  3. On the replacement device, open the official MAX URL and grant the required permissions after the profile is updated.

Support or admin checks

  • Verify the user’s identity before changing the registered number.
  • Update the back-office profile and confirm the correct agency/store links remain intact.
  • Disable or secure the old access/session where supported.
Escalation rule: Escalate technically only when the replacement number/profile is correctly configured but the new device still cannot access MAX.
lost phonebroken phonenew phonechanged numberreplacement deviceSIM
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SUPPORT TOPIC 18 • HISTORICAL ISSUE-LOG PLAYBOOK

Know What Is Not a Technical MAX Issue

Correct team routing

Typical symptom: Requests about salary, payslips, leave balances, approvals, employment status, or store policy are sent to app support.

Merchandiser / first-line checks

  1. Use MAX support for access, permissions, geofence, sync, screen, task, photo, and data-display problems.
  2. Use the agency/admin team for schedules, assignments, registered numbers, attendance corrections, and task routing.
  3. Use managers/HR for leave decisions, salary, payslips, contracts, disciplinary matters, and employment status.

Support or admin checks

  • Record the issue briefly and route it once to the responsible team instead of repeatedly troubleshooting the app.
  • Tell the merchandiser who owns the request and what evidence is required.
Escalation rule: Do not send HR or policy matters to technical engineering unless a confirmed system defect prevents the responsible team from completing its process.
non technicalHRsalarypayslippolicyreferralrouting
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