Reporting Issues

Reporting Issues

C-Band Mailbox is committed to providing reliable, high-quality service to every renter. When something does not work as expected, reporting the issue promptly and with sufficient detail helps us investigate and resolve it as quickly as possible. This guide explains how to report issues, what information to include, and what to expect during the resolution process.

How to Report an Issue

There are several ways to report an issue with your C-Band Mailbox service:

In-App Reporting (Recommended)

The fastest and most effective way to report an issue is through the in-app reporting feature in your dashboard:

1. Log in to your C-Band Mailbox dashboard.
2. Navigate to Help > Report Issue.
3. Select the issue category that best describes your problem (see categories below).
4. Provide a detailed description of the issue, including what happened, when it happened, and what you expected to happen.
5. Attach supporting files: Upload screenshots, tracking numbers, invoice copies, or any other relevant documentation.
6. Click "Submit" to create your issue report.
7. Note the ticket number provided for your reference.

In-app reports are automatically linked to your account, which means our support team can immediately access your mail history, billing records, and account settings to investigate the issue.

Email Reporting

Send a detailed description of your issue to support@cbanddigital.com. Include your account email address, the issue category, and all relevant details and attachments. Email reports are typically converted into support tickets for tracking purposes.

Phone Reporting

Call our support team at +1 (888) 914-9777 during business hours (Monday-Friday, 9:00 AM - 5:00 PM CST) to report an issue verbally. The support agent will create a ticket on your behalf and may ask clarifying questions to ensure the issue is documented accurately.

What to Include in Your Report

The more detail you provide in your initial report, the faster we can investigate and resolve the issue. Here is what to include:

• Screenshots: Capture and attach screenshots of any error messages, incorrect displays, or unexpected behavior you are experiencing.
• Tracking numbers: If the issue involves forwarded or missing mail, include any tracking numbers associated with the shipment.
• Dates and times: Specify when the issue occurred or was first noticed. Include dates of relevant transactions, mail receipts, or action requests.
• Description of expected vs. actual behavior: Clearly explain what you expected to happen and what actually happened. For example: "I requested a scan on March 5, expected it within 24 hours, but it has been 3 days and the scan is still not available."
• Steps to reproduce: If the issue is with a dashboard feature, describe the steps you took before encountering the problem. This helps our technical team reproduce and diagnose the issue.
• Invoice or reference numbers: For billing issues, include the invoice number and the specific line item in question.

Issue Categories

When submitting your report, select the category that best matches your issue. This ensures your report is routed to the right team:

• Mail Handling: Issues related to mail receiving, processing, storage, or loss. Examples: mail not logged, mail logged to wrong account, damaged mail.
• Billing: Issues related to charges, invoices, payments, or subscriptions. Examples: incorrect charges, failed payments, missing invoices. See also billing disputes.
• Account Access: Issues related to login, password, two-factor authentication, or account settings. Examples: unable to log in, locked out, settings not saving.
• Scan Quality: Issues related to the quality of mail scans. Examples: blurry scans, cut-off edges, incorrect orientation. See also scan quality issues.
• Forwarding: Issues related to mail forwarding, including delays, incorrect addresses, and lost shipments. See also forwarding delays.
• Operator Service: Issues related to the service quality at your specific operator location. Examples: slow processing times, unresponsive operator, incorrect mail handling.

Escalation Path

All reported issues follow a structured escalation process to ensure they are resolved appropriately:

1. Support Agent: Your initial report is reviewed and investigated by a member of our support team. Most issues are resolved at this level.
2. Supervisor: If the issue is complex, requires special authorization, or you are not satisfied with the initial response, your case is escalated to a support supervisor for review.
3. Management: For critical or unresolved issues, the case is escalated to management for final resolution. Management escalations include a thorough review of all previous communications and investigation findings.

You can request escalation at any time by replying to your ticket and stating that you would like the issue escalated.

Response and Resolution Times

We aim to meet the following service level targets for issue resolution:

• Initial response: Within 24 hours of receiving your report (during business days).
• Investigation: Depending on the complexity of the issue, investigation typically takes 1-3 business days.
• Resolution: Most issues are resolved within 3-5 business days from the initial report. Complex issues involving carriers, cross-border matters, or multiple parties may take longer.
• Follow-up: After resolution, you will receive a confirmation email detailing the outcome and any actions taken.

Tracking Your Issue

After submitting your report, you can track its progress:

• Ticket status: Check the status of your ticket in Help > My Tickets in your dashboard.
• Email updates: You will receive email notifications when your ticket status changes (assigned, in progress, resolved).
• Ticket history: All communications related to your ticket are stored in the ticket thread for easy reference.

Tips for Effective Reporting

• Report promptly: The sooner you report an issue, the easier it is to investigate. Evidence and records are freshest immediately after an incident.
• Be specific: Vague descriptions like "something is wrong" are difficult to investigate. Specific details like dates, times, amounts, and tracking numbers dramatically improve resolution speed.
• One issue per report: If you have multiple unrelated issues, submit separate reports for each. This ensures each issue gets focused attention and is tracked independently.
• Respond to follow-ups: If our team requests additional information, respond as quickly as possible to avoid delays in resolution.

For immediate assistance, see our guide on contacting support. Visit our Help Center or submit a support ticket for additional help.