Digital Receipt (E-Bill) Not Loading or Loading Very Slowly

Customer Success
1

FrequentlyAsked Question / Exact Problem

  1. "Customer clicked the E-Bill link but it’s showing ‘We’re working on it’ or loading
  2. indefinitely."
  3. “E-bill is taking too long to load for Converse customers.”
  4. “Product details / item names are not showing in the digital receipt.”

Affected Tenant / Context
Converse, Nike (cross-tenant DR mismatch issue), Uniseoul (product name not showing).

Root Cause

  1. E-bill link sent before CH sync completes — The bill SMS/WhatsApp is sent via a realtime campaign immediately after the POS transaction. However, the bill data takes ~30 seconds to sync from PG to CH. If the customer clicks the link before the sync, the E-bill page shows “Working on it.”
  2. Missing fallback screen for product data — If a product referenced in the bill has no data in the product master, the E-bill page crashed instead of showing a fallback “working on it” state. Fixed by Dakshinya.
  3. Converse not in priority queue — Converse’s bill processing was not in the priority Kafka topic, causing it to be processed after lower-priority tasks. This extended the delay.
  4. Uniseoul: product names missing — Product names in the digital receipt come from the product master. If the product master hasn’t been uploaded or the SKU mapping is missing, names appear blank.

️Common Debugging Steps (For CS Team)

  1. Ask:“How long after receiving the SMS did the customer try to open the E-bill?” — If within 30 seconds, ask them to retry after 1 minute.
  2. If the E-bill still doesn’t load after 5 minutes, escalate with the customer’s mobile number, bill date/time, and tenant name.
  3. For missing product names: confirm if the product master has been uploaded recently. Tag the dev team with the specific SKU codes showing blank.

Fix Made & Developer Conclusion

  1. Converse slow E-bill: Converse added to priority Kafka topic. Fallback screen bug fixed (deployed to QA, then prod). Avg sync time ~33 seconds is now acceptable.
  2. Nike cross-business DR: A real-time campaign in Nike Business was matching Converse Business bills and triggering Converse’s DR. Root cause: campaign criteria included Converse business unit.

Exact Dev to Reach Out To
Vishnuj — E-bill sync, priority queue, bill-to-DR pipeline
Shriram — E-bill frontend, DR page rendering