Fullpath Transact - Tier 1 Issue Decision Tree

Andrew Lane
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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

Select Issue Type: 

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 program, lender, and vehicle trim.
2 Check the effective date
Confirm the rate's effective date hasn't expired and the deal date falls within the valid range.
3 Verify lender selection on the deal
Ensure the correct lender is selected. A mismatched lender will pull incorrect FLS rate data.
4 Confirm store/region assignment
Check that the store is mapped to the correct region where the FLS program applies.
✓ 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.
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.