Notifications & Alerts – Complete Troubleshooting Guide

Overview

Notifications and alerts in Hana POS are essential for:

• Order awareness
• Timely action by staff
• Operational efficiency

These notifications can be delivered through multiple channels:

• In-system (within Hana POS)
• Email notifications
• SMS alerts

? If notifications fail, florists may:

• Miss incoming orders
• Delay customer responses
• Lose potential business opportunities

Why This Matters (Support Context)

Notification issues are high-priority, as they directly impact real-time operations.

? Key Insight:
Most notification issues are caused by:

• Notifications being disabled in settings
• Incorrect configuration per notification type
• Browser or device blocking alerts
• Email or SMS delivery setup issues

? These are usually configuration or permission-related issues, not system failures.

Common Symptoms Reported by Florists

Florists may report:

• “I am not receiving notifications”
• “I am getting too many alerts”
• “Wrong alerts are being triggered”
• “Email/SMS notifications are not working”
• “I missed an order because no alert came”

Root Cause Categories

1. Notifications Disabled

• Notification settings turned off
• Specific alert types not enabled

2. Incorrect Configuration

• Wrong notification preferences selected
• Alerts configured for unintended events

3. Browser / System Blocking

• Browser notifications not allowed
• Pop-up blockers or extensions interfering

4. Email / SMS Delivery Issues

• Incorrect email or phone number
• SMS credits unavailable
• Emails going to spam

5. User-Level Settings

• Notifications not enabled for specific users
• Role-based restrictions

Step-by-Step Troubleshooting Process

⚠️ Always identify the notification type before troubleshooting.

Step 1: Identify Notification Type (Critical First Step)

Ask:

“Are you referring to email, SMS, or in-system notifications?”

? Why this matters:

• Each type has a different troubleshooting path

Step 2: Check Notification Settings

Navigate to:

Settings → Notifications

Verify:

• Required notifications are enabled
• Correct channels selected (Email/SMS/System)
• User-level preferences (if applicable)

? Key Insight:
Most issues occur because notifications are not enabled for the specific event.

Step 3: Verify Browser Permissions (For In-System Alerts)

• Ensure browser notifications are allowed
• Disable pop-up blockers (if interfering)

? Why this matters:
Blocked browser permissions prevent real-time alerts.

Step 4: Validate Email / SMS Configuration

For Email:

• Verify correct email address
• Check spam/junk folder

For SMS:

• Verify phone number format
• Ensure SMS credits are available

? Why this matters:
Delivery failures are often due to incorrect setup or external factors.

Step 5: Test Notification (Critical Validation Step)

• Trigger a test:
  • Create a test order
  • Trigger relevant alert

? Goal:
Confirm whether notifications are functioning correctly.

Critical Scenarios & Handling

Not Receiving Notifications

Possible causes:

• Disabled settings
• Blocked permissions
• Delivery issue

✅ Action:

• Verify settings
• Check permissions
• Test notification

Too Many Notifications

Possible causes:

• Multiple alerts enabled
• Duplicate configurations

✅ Action:

• Review enabled notifications
• Disable unnecessary alerts

Wrong Alerts Triggered

Possible causes:

• Misconfigured notification rules

✅ Action:

• Review configuration
• Adjust alert settings

Email/SMS Not Delivered

Possible causes:

• Incorrect contact details
• Spam filtering
• SMS credit issues

✅ Action:

• Verify details
• Check delivery setup

Best Practices for Support Agents

• ✅ Always identify notification type first
• ✅ Verify settings before testing
• ✅ Check browser permissions for in-system alerts
• ✅ Validate email/SMS configuration
• ❌ Do NOT assume system issue without testing
• ❌ Avoid escalation without confirming configuration

Escalation Guidelines

Escalate ONLY IF:

• Notifications fail despite correct configuration
• Test notifications do not trigger
• Multiple users report the same issue
• System-wide notification failure is suspected

? Include in escalation:

• Notification type (Email/SMS/System)
• User details
• Notification settings
• Test results
• Screenshots (if available)
• Steps already attempted

FAQ Section

Q1: Why am I not receiving notifications?

Most commonly due to:

• Notifications being disabled
• Browser or system blocking alerts

Q2: Why am I getting too many alerts?

Because multiple notification types may be enabled.

Q3: Why are email notifications not arriving?

Possible reasons:

• Incorrect email
• Emails going to spam

Q4: Why are SMS notifications not working?

Possible reasons:

• Invalid number format
• Insufficient SMS credits

Support Agent Script (Standardized)

Opening

“Let’s review your notification settings to make sure everything is configured correctly.”

Clarification

“Are you referring to email, SMS, or system notifications?”

Guided Troubleshooting

“We’ll check your settings and test a notification to confirm everything is working.”

Reassurance

“This is usually a quick fix once we verify the setup.”

Closure (Resolved)

“Your notifications are now working correctly.”

Closure (Escalation)

“Thanks for checking that. I’ll escalate this for further investigation.”