Uberall partners with Eco-Movement for publishing its EV charging station listings on leading maps solutions and directories such as Google, Apple, Bing, TomTom, HERE and many more.
Where there is a discrepancy between the EV listing basic data (e.g. name, address, website, phone, etc) on one of those platforms, the escalation has to go through Eco-Movement first.
Please follow the steps below to escalate issues to Eco-Movement.
Check the location category
Go to the location page of the reported listing and double-check the list of categories there. "Electric Vehicle Charging Station" should be the first (or the only) category of the location, for it to qualify as an EV listing and be submitted to all the publishers mentioned above. (picture 1)
Check the cleansing status
Is the location cleansed?
If yes, proceed to the next step.
If not, ask DO to cleanse it in the slack channel #cleansing_escalations (through the workflow there), alternatively ask the reporter to do it.
Once the location has been cleansed only then it can be submitted and escalated if needed.
Confirm which platform the reported issue is on and the out-of-sync fields
For example, the reported listing can be out of sync on Apple, or on Google, or TomTom, etc. In the ticket you will be linked to the respective listing page in ABE (the Apple listing page, or the Google listing page, etc). On the same page confirm which fields are out of sync.
If there are a lot of listings, you can use this Metabase Query to get the out-of-sync fields for all those locations.
Note!
When filtering the metabase query, filter on the publisher that the issues was escalated for, not Eco-Movement.
Check the Eco-Movement Listing on ABE
Now that you have all the relevant information about the listing and the particular issues, go to the Eco-Movement listing of the same location. (You can navigate back to the location level in ABE, and choose the Eco-Movement listing from the list on that page).
Check if the listing has a Needs Review.
If yes, try to resolve it (depending on the error message). If impossible to resolve, get back to the reporter and move the ticket back to TC.
If there is no Needs Review, go to the next step.
Force an update/create event on the Eco-Movement listing
To force an update on the listing tick both boxes as shown (in picture 2) below, and Start an update.
Once that's done move to the next step.
Prepare the Eco-movement-specific information
In order to escalate more efficiently you need these details in your email.
Get the listing_id (picture 3) of that Eco-Movement listing and the payload (of the last successful or unsuccessfully create/update event) after you have forced an update in the previous step (picture 4).
Tip
Press the “Toggle raw json view” button to open up the complete payload and copy and paste it to this json viewer, then click “Remove Whitespace” to have a nicely formatted payload to be shared in an email.
If the listing has not been created yet, you will not see an Eco-Movement ID on the listing page. That's fine, you can just take the most recent unsuccessful create event payload.
Escalate to Eco-Movement
Email the Eco-Movement support and provide the following information.
- Listing ID (if available on the listing page)
- Location Name & Address
- The most recent update payload
- Which publisher the issue has been noticed on
- Which fields are the issue
- the correct values for those fields.
If you are escalating a customer in bulk, you can use the metabase query above to get that information, apart from the payload. In that case, you can send an example payload for one of the listings in your email.