Incident #1

Franchise

Branch

Kiosk Context

K27-001-A

DEMO-001 / Acrelec Pilot Store 001

Overview

Franchise: -

Branch: -

Store: DEMO-001 / Acrelec Pilot Store 001

Kiosk: K27-001-A

QR Context: One kiosk cannot complete checkout but others still work

Category: Payments

Severity: P2

Status: escalated

Reporter: Martin Castro (Store Manager)

Summary: Pinpad rejects tap payments and times out before approval

Destination: L2

Reason: Payment flow remains blocked after L1 validation.

Impact: One kiosk cannot complete checkout but others still work

Export JSON: open

Export Summary TXT: download

Export History TXT: download

Status: escalatedSeverity: P2Reporter: Martin CastroIncident ID: #1Context: DEMO-001 / K27-001-A

Title	Type	Summary
L1 Workflow Correct Order	image	Orden correcto del flujo de intake y entrada a soporte L1.
Manual de levantamiento de tickets	pdf	Formato obligatorio de captura, evidencia y trazabilidad.
Alcances L1-L3	pdf	Matriz de alcance y escalación L1, L2 y L3.
Builder User Manual	pdf	Builder CMS, workspaces, broadcast, menús, campañas y store management.
ATP Manual	pdf	Operación ATP, roles, monitoreo, tiendas y dispositivos.

Current L1 step: none pending

#	Prompt/Action	User Response	Outcome
No chat history yet

#	Type	Instruction	Response	Outcome
1	intake	Confirm if issue affects one or multiple kiosks.	Only kiosk K27-001-A	completed
2	validation	Capture exact payment error.	Payment timeout after card tap	completed
3	validation	Test alternate payment method.	Card insert also fails	completed
4	decision	Escalate to L2/payment owner.	Escalated	escalated

Kind	Path	Caption
image	/evidence/demo/store-001/payment-timeout.jpg	Pinpad timeout screen close-up