Where you start
- Default landing:
/console/customer-service/pre-alert. - Sidebar: customers, cases, pre-alert, shipments, inventory, POD, notices.
Common questions you'll get
- "Where's my shipment?" — Use Tracking + POD.
- "Did you receive my goods?" — Pre-alert + Inventory.
- "How much do I owe?" — Invoices (read-only).
- "My delivery is wrong" — POD + Shipment detail.
Looking up shipments
- Go to
/console/customer-service/shipments. - Search by customer, AWB, or tracking number.
- Click any row for full detail + POD link.
Open a case
- Go to
/console/customer-service/cases→ Create Case. - Link to: customer, shipment, job, invoice — whatever's relevant.
- Set priority + SLA due date.
- Add notes as you investigate; attach docs.
- Update status as you progress.
Look up inventory
- Go to
/console/customer-service/inventory. - Filter by customer + SKU.
- Click an item for movement history.
- Read-only — adjustments are an ops manager job.
When to escalate
- POD shows "Exception" → ops manager.
- Customer disputes a charge → accounting + ops manager.
- Inventory variance → ops manager.
- Cross-customer data visibility → company admin immediately. Security incident.
Trenvar Support — Email info@trenvar.com · www.trenvar.com