The difference between a ticket that's resolved on first contact and one that takes days is usually the initial information. This checklist brings together what the Support team needs to investigate your case without back-and-forth.
Identification details
- Business: your business name as it appears in the Conekta Panel.
- User: the email of the user who experienced the problem — this matters if your account has several users with different permissions.
- Product: where the problem occurs: payment link, Checkout, plugin, API, Conekta Panel.
Transaction details
- IDs: the identifier of each payment, payout, refund, or chargeback involved.
- Dates and times: when each event happened, as precisely as possible.
- Amounts: the exact amounts, including cents.
Problem description
- Expected result vs. what's happening: for example, "I expected the payment to show as Paid; it's been Pending for 3 days".
- Screenshots: of the error or unexpected behavior, including the full screen with the date and time visible.
- What you've already tried: listing the steps you tried keeps Support from suggesting what you've already ruled out.
With this information ready, send your request through the channel you prefer and keep the ticket number to follow up.