Fullpath Transact - Level 1 Issue Decision Tree

Andrew Lane

May 07, 2026 18:33
Updated

How to use this guide: Work through every numbered step before opening a support case. If the issue resolves at any point, no case is needed. Only escalate to Fullpath Support (Tier 2) after completing all steps. Send issue details & collected materials to fp-transact-support@fullpath.com

(START HERE) --> Select Issue Type:

FLS Rates
Password Resets
Create Accounts
Update Employee Access
Rebate Issue
Residual Issue
Inventory/Pricing Issue

FLS Rates

Validation steps — work through these before escalating

1	Identify the rate issue Is the FLS rate missing, incorrect, or not applying? Note the specific dealership affected, deal type, deal terms, and vehicle details.
2	Check "Custom Rate" in Backoffice Navigate to the Custom Rate area within Backoffice and ensure the vehicle's age and mileage fall within one of the established categories.
3	Verify rate category If the rate is missing, take care to fill in all required fields when creating the new custom rate.
4	Validate the FLS program is now appearing Recreate the deal on the specified vehicle and verify the custom rate now appears correctly.

✓ Issue resolved?
Document the root cause and resolution. No case needed.

✗ Still unresolved after all 4 steps?
Collect: lender name, program, deal date, vehicle trim, store name, screenshot of the rate field.

Escalate to Fullpath Support (Tier 2)
Open a case with the collected details. Reference "FLS Rate issue" in the subject line.

Password Resets

Validation steps — work through these before escalating

1	Confirm the user identity Verify the employee's name, email, and role before taking any action. Never reset without confirmation.
2	Check if the account is locked vs. forgotten password Locked accounts need unlocking first. Forgotten passwords can go straight to the reset flow.
3	Initiate self-service reset Direct the employee to use the "Forgot password" link on the login page. Confirm they receive the reset email.
4	Check email delivery If no email arrives, check spam. Confirm the email on file matches what the employee expects.

✓ Employee can log in?
Issue resolved. No case needed.

✗ Reset email not received or still can't log in?
Collect: employee name, email address, system (Transact login), and error message if any.

Escalate to Fullpath Support (Tier 2)
Open a case. Reference "Password reset failure" and include the employee email.

Create Accounts

Validation steps — work through these before escalating

1	Verify the request is authorized Confirm a manager or authorized person submitted the request. New accounts should not be created without approval.
2	Check for duplicate accounts Search by email and name to ensure the employee doesn't already have an account that can be reactivated.
3	Gather required info First/last name, work email, role/department, store location, and permissions level needed. Be sure to fill in the Finance Source ID as "WWJPARSONS" for every new user.
4	Create the account and send invite Follow standard account creation flow. Confirm the welcome/invite email is delivered successfully.

✓ Account created and employee can access?
Resolved. Log the new account for records.

✗ Error during creation or invite not sent?
Collect: employee name, email, role, store, error message or screenshot.

Escalate to Fullpath Support (Tier 2)
Open a case. Reference "Account creation error" and include the collected information.

Update Employee Access

Validation steps — work through these before escalating

1	Confirm authorization Permission changes must come from a manager or authorized request. Verify before proceeding.
2	Identify current vs. needed access Document what the employee currently has and what specifically needs to be added or removed.
3	Apply access changes Update permissions in the system. Changes should take effect immediately unless a sync is required.
4	Verify the employee can see/do the right things Have the employee log out and back in, then confirm the updated access is working correctly.

✓ Access updated and working?
Resolved. Document the change for audit purposes.

✗ Changes not saving or not taking effect?
Collect: employee name, email, what access was changed, what they can/can't do now.

Escalate to Fullpath Support (Tier 2)
Open a case. Reference "Access update issue" with employee and change details.

Rebate Issues

Validation steps — work through these before escalating

1	Identify the rebate problem Is the rebate missing, wrong amount, or not applying to the deal? Note the deal number and vehicle.
2	Check customer eligibility Confirm the customer meets the rebate criteria (e.g., loyalty, conquest, military, college grad).
3	Verify the vehicle and program match Ensure the rebate program applies to this vehicle's year, make, model, and trim level.
4	Check rebate effective dates Confirm the deal date falls within the rebate program's active window. Expired programs won't apply.
5	Confirm rebates aren't being stacked incorrectly Some rebates cannot be combined. Verify only compatible programs are selected on the deal.

✓ Rebate applying correctly?
Resolved. Note which step identified the fix.

✗ Still not resolving after all 5 steps?
Collect: deal number, vehicle details, rebate program name, customer eligibility info, and a screenshot.

Escalate to Fullpath Support (Tier 2)
Open a case. Reference "Rebate issue" with deal and program details attached.

Residual Issues

Validation steps — work through these before escalating

1	Identify the residual problem Is the residual value missing, wrong, or pulling from the wrong source? Note the vehicle and lease term.
2	Confirm the lease term and mileage Residuals vary by term (24/36/48 months) and annual mileage allowance. Verify the deal inputs match expectations.
3	Check the lender program is active Confirm the lender is offering a lease program on this vehicle and the program hasn't expired.
4	Verify the vehicle trim/MSRP match Residual percentages are MSRP-based and trim-specific. Confirm the vehicle's MSRP and trim are correct in the deal.
5	Cross-check residual against lender guide (if available) If you have access to the lender's current residual table, compare to what Transact is displaying.

✓ Residual showing correctly?
Resolved. No case needed.

✗ Residual still incorrect after all 5 steps?
Collect: lender name, vehicle year/make/model/trim, MSRP, lease term, mileage, and a screenshot.

Escalate to Fullpath Support (Tier 2)
Open a case. Reference "Residual value issue" with full deal and vehicle details.

Inventory / Pricing Issues

Validation steps — work through these before escalating

1	Confirm the vehicle is in stock on both the website and within Transact Is the vehicle missing from Transact? Is it present on the website? Has the vehicle recently been sold?
2	Confirm vehicle pricing Does the MSRP and selling price within Transact match what is appearing on the website? If not, notate the vehicle stock #, VIN number, and the expected price or math error.
3	Confirm if the vehicle is present in the vAuto feed View the inventory file through the Dynamic Payments portal, then search and verify the VIN is present in the feed.
4	Still unable to locate the vehicle or pricing is still incorrect? Submit a ticket to fp-transact-support@fullpath.com. A Fullpath agent will work with vAuto to locate the vehicle and ensure it is included in the next scheduled feed.

✓ Inventory / Pricing showing correctly?
Resolved. No case needed.

✗ Inventory / Pricing still incorrect after all 4 steps?
Collect: vehicle year/make/model/trim, MSRP, selling price, stock #, VIN, and any other relevant vehicle information.

Escalate to Fullpath Support (Tier 2)
Open a case. Reference "Inventory Issue" or "Pricing Issue" with full vehicle details attached.