Frequently Asked Questions
OTP not received or delayed can affect multiple Koovira workflows. Support should separate user/device issues from module status, payment ledger, notification provider, API vendor, or server-side problems.
- Check phone format and country code
- Check OTP resend throttling
- Check SMS provider/DLT settings
- Check server/provider logs
- Use alternate verified channel only if policy allows
Password reset link or OTP does not work can affect multiple Koovira workflows. Support should separate user/device issues from module status, payment ledger, notification provider, API vendor, or server-side problems.
- Confirm account identifier
- Request a fresh reset
- Avoid old links/expired OTPs
- Clear browser cache if needed
- Escalate repeated failures
Session expired while using Koovira can affect multiple Koovira workflows. Support should separate user/device issues from module status, payment ledger, notification provider, API vendor, or server-side problems.
- Log in again
- Check browser cookie settings
- Avoid multiple stale tabs
- Check server session settings if widespread
Payment successful but order or booking is still pending can affect multiple Koovira workflows. Support should separate user/device issues from module status, payment ledger, notification provider, API vendor, or server-side problems.
- Capture gateway payment id
- Check idempotent callback/webhook
- Reconcile wallet ledger
- Confirm module order status
- Escalate to billing if mismatch remains
Refund or cancellation credit not visible can affect multiple Koovira workflows. Support should separate user/device issues from module status, payment ledger, notification provider, API vendor, or server-side problems.
- Check cancellation/refund policy
- Confirm refund row exists
- Check wallet credit ledger
- Check settlement netting
- Share expected refund timeline
Location, Near You or dispatch radius looks wrong can affect multiple Koovira workflows. Support should separate user/device issues from module status, payment ledger, notification provider, API vendor, or server-side problems.
- Ask user to allow location
- Check saved address/pincode
- Verify GPS accuracy
- Check coverage radius
- Escalate if routing table mismatch
Delivery, rider or courier status is different for customer and merchant can affect multiple Koovira workflows. Support should separate user/device issues from module status, payment ledger, notification provider, API vendor, or server-side problems.
- Check latest status event
- Verify rider update time
- Check order reference link
- Correct via authorized operations action
- Log manual override reason
Profile, post, listing or message was restricted can affect multiple Koovira workflows. Support should separate user/device issues from module status, payment ledger, notification provider, API vendor, or server-side problems.
- Review policy reason
- Check evidence and appeal
- Do not disclose sensitive detector rules
- Escalate high-risk safety cases
- Record final moderation decision
The delivery partner should not ask for OTP over a call before reaching the customer. OTP becomes valid only inside the protected receiving flow and may depend on receiver type and evidence capture.
- Mark out for delivery.
- Mark reached customer location.
- Ask customer or authorized receiver to open receiving link.
- Wait for OTP generation.
- Enter OTP in the partner panel.
Return pickup evidence protects against customers returning different items, merchants denying genuine returns, and courier loss during reverse movement.
- Verify return order details.
- Capture product and packaging photos.
- Capture accessory or serial number proof where visible.
- Verify return pickup OTP if required.
- Mark return picked up only after handover.
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