Skip to main content

Problem Resolution Journey

Overview

The Problem Resolution Journey maps the communication experience when issues occur during the customer lifecycle. This journey covers payment problems, scheduling conflicts, service issues, and recovery communications to maintain customer relationships.

Issue Resolution Communication Timeline

Journey Scenarios

Scenario 1: Payment Issues

Pre-Authorisation Failure

Trigger: Pre-authorisation fails 72 hours before appointment
​Message Type: SMS - Pre-Auth Payment Issue
​Business Notification:

Payment Declined During Service

Trigger: Payment fails during or after service
​Message Type: SMS - Payment Declined
​Business Notification:

Payment Resolution

Trigger: Payment issue resolved
​Message Type: Email - Payment Resolution

Scenario 2: Scheduling Conflicts

Appointment Rescheduling Required

Trigger: Business needs to reschedule appointment
​Message Type: SMS + Email - Appointment Rescheduled
​SMS Content:

Email Content:

Customer Rescheduling

Trigger: Customer requests appointment change
​Message Type: Email - Appointment Rescheduled

Business Communications During Problem Resolution

Issue Alert Notifications

When: Problems are detected
​Recipient: Business team

Resolution Status Updates

When: Issues are being resolved
​Recipient: Business team

Customer Relationship Recovery

When: Issues are resolved
​Recipient: Business team

Communication Triggers

Automatic Triggers

Payment Issues:

  • Pre-authorisation failure: Immediate SMS alert

  • Payment declined: Immediate SMS alert

  • Payment resolved: Confirmation email

Scheduling Issues:

  • Appointment rescheduled: SMS + Email notification

Service Issues:

  • Service problem detected: Business alert

  • Issue resolved: Customer notification

  • Follow-up required: Business reminder

Conditional Triggers

Customer Behaviour:

  • Issue resolution: Follow-up communication

Business Rules:

  • Issue severity: Escalation procedures

  • Resolution timeline: Status updates

What Petboost sends and what you send

Petboost sends the automatic messages listed above and nothing else. There is no issue-tracking template, no resolution status message and no scheduled follow-up sequence.

Everything past the automatic message is a message you write. Send it from Messages on the pet owner's thread, so the conversation stays on their record and any team member can pick it up.

Which automatic messages you control

The payment messages follow your notification settings. Open Settings > Notifications, find the stage, and switch the message on or off. Select Preview to read the exact wording before you decide. See Notifications.

Timing

Petboost sends each automatic message when the event happens. A failed pre-authorisation retries on its own schedule. See Card on file and payment methods.

There is no built-in follow-up timer. If you want a check-in a week later, put it in your own diary or leave a note on the customer's profile.

Customer Experience Benefits

Proactive Communication

Benefits:

  • Issues are communicated immediately

  • Customers are kept informed of progress

  • Resolution timeline is clear

  • Customer anxiety is reduced

Professional Service Recovery

Benefits:

  • Issues are handled professionally

  • Compensation is offered appropriately

  • Future service quality is assured

  • Customer relationship is maintained

Trust Building

Benefits:

  • Transparent communication builds trust

  • Quick resolution shows commitment

  • Follow-up demonstrates care

  • Customer loyalty is maintained

Business Value

Customer Retention

Benefits:

  • Quick issue resolution prevents customer loss

  • Professional handling builds loyalty

  • Compensation shows commitment

  • Follow-up communications maintain relationships

Operational Improvement

Benefits:

  • Issue tracking improves processes

  • Customer feedback drives improvements

  • Team training addresses problems

  • Systems are enhanced based on issues

Reputation Management

Benefits:

  • Professional issue handling protects reputation

  • Quick resolution prevents negative reviews

  • Customer satisfaction is maintained

  • Business credibility is preserved

Troubleshooting

Common Issues

Payment Problems:

  • Verify payment method is valid

  • Check pre-authorisation settings

  • Ensure payment processing is configured

  • Contact support for technical issues

Communication Delays:

  • Check notification settings

  • Verify contact information

  • Ensure business alerts are enabled

  • Contact support for delivery issues

Best Practices

Issue Resolution:

  • Respond to issues immediately

  • Keep customers informed of progress

  • Offer appropriate compensation

  • Follow up after resolution

Communication Strategy:

  • Use clear, empathetic language

  • Provide specific resolution timelines

  • Offer multiple contact methods

  • Maintain professional tone

Related Documentation

For additional journey information:

Related Articles
Did this answer your question?