Common customer support questions

Common Customer Support Queries for ORO Labs

Here are 5 realistic support queries ORO customers may raise, along with typical responses.

1. Supplier onboarding workflow is stuck

Customer Query:
“A supplier onboarding request has been pending for approval for 3 days. Can you check why the workflow is not progressing?”

Typical Support Response:
Hello,

We checked the workflow and found that the request is currently waiting for a compliance approval step assigned to the Legal team.

Current status:

• Supplier profile submitted successfully
• Risk validation completed
• Legal approval pending

We have notified the approver and escalated the request internally. You can track the workflow status directly from the ORO dashboard under Supplier Requests.

Please let us know if you need expedited processing.

2. ERP integration issue

Customer Query:
“Purchase requests submitted in ORO are not syncing to SAP.”

Typical Support Response:
Hello,

We identified a temporary integration failure between ORO and SAP caused by an authentication token expiration.

Actions taken:

• Connection has been reauthenticated
• Failed transactions are being retried automatically
• Monitoring has been enabled for the integration queue

Please allow 15–30 minutes for synchronization to complete. If any requests remain unsynced afterward, share the request IDs with us.

3. User unable to access procurement workflow

Customer Query:
“Employees in our APAC region cannot access the intake form.”

Typical Support Response:
Hello,

The issue was caused by a role-based access policy configuration affecting APAC user groups.

We have updated the permissions and validated access successfully.

Users may need to:

• Log out and log back in
• Clear browser cache
• Refresh SSO session

If specific users still experience issues, please share their email IDs and region information.

4. AI agent approval recommendations look incorrect

Customer Query:
“The AI workflow is routing low-risk suppliers for unnecessary manual approvals.”

Typical Support Response:
Hello,

We reviewed the AI orchestration rules and found that the supplier category currently has enhanced compliance thresholds enabled.

Recommended next steps:

• Adjust approval thresholds in the policy configuration
• Retrain routing logic using updated supplier risk parameters
• Review exception handling rules for low-risk vendors

Our solution consultant can assist with optimizing the workflow configuration if required.

5. Procurement request status visibility issue

Customer Query:
“Business users cannot see the latest status updates for their procurement requests.”

Typical Support Response:
Hello,

The issue was related to delayed workflow event synchronization in the notification service.

We have:

• Restarted the event processing service
• Reprocessed pending workflow updates
• Confirmed that status updates are now visible

Users should now see accurate real-time statuses in the request tracking panel.