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Q: Question 1
{To find good questions and answers start by searching Freshdesk for the key word to find tickets that have been resolved with this key word to get ideas around what kind of common troubleshooting and issues occur around this feature. Open up tickets that seem relevant and read through solutions for how they were solved.}
A: Answer 1
{Answers should be written conversationally and should reference documentation rather than try to duplicate documentation, as if you were responding to a helpdesk ticket. .}
Q: Question 2
A: Answer 2
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Q: I’m getting an inventory related error in the order queue but the product the guest purchased doesn’t have inventory mapped to it in AW commerce. A: If inventory is setup on any of the DCIs or components in the POS, it should also be setup in AW Commerce using the configuration steps for inventory. If the product is not setup with inventory mappings in AW commerce, the guest will be able to freely book, and if it sells out in the POS, then the order will fail because the two systems don’t have the same constraints. |
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How-to Guide of this page can be found here: [Internal] Common Troubleshooting Setup Guide
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Q: The guest is unable to sign in after finding their account, resetting their password, etc.
First, create or update an authentication profile/web password in the POS for the guest using their email address with a dummy password they can reset. If using RTP|One, also, add an email profile for that customer using that same email address. Ask the guest to go to the site, click on Reset Password or Find Me Using Email with the email you have just verified to get their password reset.
If a guest still can't log in after that, contact Aspenware support to fix the guest’s account. We usually find there are multiple accounts w/ the same username/password combination in the Aspenware database. On the POS side, usually, a merge or dedupe occurred, and/or the email/authentication profile was deleted from one RTP IPCode and then added to another. Often when this occurs, we either clear out the customers from AW (as long as they are not linked to payment plans or subscriptions) or set some of the duplicate entries in the AW database to either be 'deleted' or not deleted.
If account issues are persistent and highly problematic, Aspenware may encourage a move to Identity, or if that is not an option, can possibly create a report in your environment to allow resort admins to self provision account fixes explained above.
Q: A guest is logged in and the family populated for them based on their household, now they can’t assign a family member to the product they are eligible for?
A: Check the birth date on their account. Some accounts were set up with a dummy birthdate such as 1/1/1902. Go into the account and update their birthdate to the correct birthdate and have them try again.
Customers do not have the ability to update their birth date on the Aspenware sites, because many of our passes vary in price according to the skier’s age, so we do not want to give them the ability to update it. A customer may call if they set up their account and messed up their birth date; if it was entered in error, you may correct their birthdate in the POS.
Q: The guest never received an email for their order confirmation.
The guest will usually receive an error message if their input does not match an active account in RTP|One, but if they never receive the email, go into their account and verify the email profile address with them, reset their password and have them try to login with the new information while you are still on the phone to ensure they are able to get in. Also, ask them to check the Spam folder.
Q: A customer has an authentication profile and email profile, however, when searching for his account nothing is found. I deleted and re-added his account still to no avail. Why is this customer’s authentication profile not speaking to Aspenware Commerce?
A: Selecting 'Delete' while in a customer record will mark the record as deleted in the database. Currently, this action cannot be undone without contacting Aspenware.
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