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Support and disputes

Support​

Support holds cases between your store and SPKTRM.

Required role: store owner or branch manager.

Open a case​

  1. Press Open a case — or start from the screen where the problem happened: Report this scan at the till, Report a problem on a scanner, or a transaction, invoice or investigation. Details from that screen are filled in; correct them or Leave out any of them.
  2. Enter a Subject, choose what it is About and its Priority, and describe What happened.
  3. Attach up to 5 files — images, PDF or text, up to 10 MB each.
  4. Press Open case.

Follow a case​

Each case shows who it is Waiting on, who is handling it, its First response target in Kuwait time, attachments and full history. The target is a service target, not a contractual commitment.

  • Reply — line breaks are kept.
  • Mark resolved — say what fixed it. Only an owner or branch manager can resolve a case.
  • Reopen — within 14 days of resolving; the case goes back to SPKTRM with a new first-response target. After that, open a new case and mention the old one.
  • Escalate — raises the priority one step and brings the deadline forward. A case can be escalated once.
Preview

No help desk is connected. Cases sit in a demo support queue, attachments are kept only as names, sizes and small previews in this browser, and Add SPKTRM reply (demo) acts out SPKTRM's side.

Disputes​

A dispute is the recovery path when a redemption goes wrong — for example a product was returned, the wrong voucher was redeemed, or the discount was keyed wrong.

Required role: store owner and branch managers can open disputes, add evidence and notes. The store owner decides redemption disputes. Invoice disputes are decided by SPKTRM.

Open a dispute​

  1. Open the transaction in Redeemed rewards and press Dispute this redemption. Only a confirmed redemption can be disputed; resolve any exception first.
  2. Check the Transaction snapshot: voucher, redeeming branch, SPX spent, customer (masked) and time. The snapshot never changes.
  3. Give the reason and press Open dispute.
  4. Use Add evidence and Add an internal note as needed.

Decide a dispute​

  1. Press Start review.
  2. Choose Uphold or Decline, and write the reason shown on the record.
  3. When upholding, choose the Correction — for example Reverse the discount and refund the SPX.

Result: an upheld redemption dispute produces exactly one correction, even after an appeal. The original transaction is never edited; the correction reports against it. Declined, withdrawn and still-open disputes change nothing.

A decision can be appealed once with Appeal the decision. A dispute can be withdrawn while it is open.

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