What do I do when I get scan issues?

If the app has any doubt or problem while scanning an item, it will show up under the Scan Issues tab in the Pending section.

If the app has any doubts in matching a scanned item with a recipient, the scan can go to scan issues.

There are different types of scan issues that might arise while scanning items. You can always link such scanned items with their correct recipients manually.

A few types of scan issues have been listed below.

1: Non-Recipient Scan Issue

This occurs if you scan an item for someone who is not registered as a recipient in the building. However, you can add the non-recipient to the app or assign the item to an already existing recipient.

To resolve a non-recipient scan issue, follow the steps provided below:

1. Tap on the item under the scan issues tab.


2. Tap on the add recipient icon next to the scanned name.


3. Fill in the mandatory text fields to add the recipient and assign the item to the newly added recipient.

2: Business Package Scan Issue

When an item addressed to a group name is scanned but there is no designated recipient for that Group, it will move the scan to scan issues tab as a 'Business Package Issue'. To avoid this, you can assign a recipient as the Designated Pick up for a group. 

To resolve a business package scan issue, follow the steps provided below:

1. Tap on the item under the scan issues tab.


2. Assign the item to the suggested recipient under 'Business Match' or choose another recipient to assign the item to someone else.

3: Partial Match Scan Issue

The 'Partial Match' scan issue occurs when the app picks up the details of a recipient from the label and partially matches it with another existing recipient. 

To resolve the 'partial match' scan issue, follow the steps provided below:

1. Tap on the item under the scan issues tab.


2. Assign the item to the suggested recipient under the 'Name Match' or tap on 'Manually Match' to assign it to someone else.

4: Multiple Match Scan Issue

The 'Multiple Match' scan issue occurs when the app picks up the details of the recipient from the label and matches it with multiple recipients having the same name.

To resolve the 'multiple match' scan issue, follow the steps provided below:

1. Tap on the item under the scan issues tab.


2. Assign the item to one of the suggested recipients appearing in the 'Select The Recipient' section or tap on 'Choose Another Recipient' to assign it to someone else.

5: 'Duplicate Scan' Prompt

This prompt appears when an already notified item is scanned again by mistake.

To resolve this scanning issue, follow the steps provided below:

1. Tap on the item under the scan issues tab.


2. Tap on 'Remind' to send a reminder notification to the item's recipient.

 

In case of any difficulty, reach out to us at support@packagex.io and we will be glad to assist you.