Support And Escalation
Support works faster when every integration stores the same minimum evidence. Keep enough context to answer customer, merchant, SACCO, and operations questions without exposing secrets or unnecessary personal data.
Evidence To Keep
- your order, invoice, member, or account reference
- SenteRail reference
- idempotency key
- webhook event ID and event type
- environment
- amount and currency
- received and processed timestamps
- high-level error or support reason
Do not include API keys, webhook secrets, full credentials, or unnecessary personal data in support tickets.
Ownership
Assign an owner for each area before launch:
| Area | Owner to assign |
|---|---|
| API credentials | Technical owner |
| Webhook receiver | Backend owner |
| Reconciliation | Finance or operations owner |
| Customer support | Merchant, SACCO, or partner support owner |
| Legal or complaint escalation | Business owner with legal review path |
Escalation Path
When escalating to SenteRail, include references, timestamps, environment, and the observed behavior. State what your system did next: retried, held fulfilment, opened a support case, or reconciled manually.