# Support guide

## What this service actually does

We retrieve challan data through a third-party provider, tell the customer
plainly which challans can be acted on, take payment for the government amount
plus our service fee, and route the matter to an empanelled advocate.

## What we are not

- Not a government website, and not affiliated with any traffic police
  department, transport authority or court.
- Not able to guarantee that any challan will be reduced or cancelled.
- Not able to act on a challan that requires the registered owner to appear in
  court in person. **No service can do that for them.** If a customer pushes on
  this, be straight with them: attending is the only route, and we can connect
  them with a lawyer to prepare.

## Common questions

**"My challan isn't showing."**
Our provider can lag a day or two behind the authority. Ask them to use Refresh.
If it still does not appear and they hold a physical notice, raise it internally
— do not tell them the challan does not exist. We only know what the provider
returned.

**"Why is this one marked red?"**
The offence requires physical presence in court, or the matter is already listed
before a court. Explain the reason on the screen. Offer the expert connection.

**"You charged more than the challan."**
The total is the government amount plus our service fee, shown separately before
payment. The government portion is passed through in full and is never our
revenue.

**"I paid but nothing happened."**
Check the order in Admin → Orders. If it still shows awaiting payment, the
reconciliation task runs every 15 minutes and will complete it automatically if
the gateway confirms the payment. Never take a second payment.

**"A discount was showing and I didn't get it."**
If a discount was reported by the provider but not verified, we deliberately
price at the full amount rather than promise a reduction we cannot confirm. If
the authority honours it, the difference is refunded.

**"Delete my data."**
Escalate. This is a data-protection request, not a routine ticket.

## Ticket handling

Internal notes are never shown to the customer. Use them freely for context.

Never ask a customer for their password or a one-time code. Nobody at the
company ever needs either, and asking trains customers to be phished.

Do not ask a customer to email documents. Everything goes through the upload
flow, where it is encrypted and access-logged.