# Gigastore for Support Teams

Gigastore provides Support Teams with a set of tools, designed to help deliver fast and effective customer service. The numbered list below shows where each element appears in the provided screenshots.

Before proceeding, it is important to understand the following terms: \
   • **Profile**: A profile is installed by the customer on their device. \
       A customer can have multiple profiles.\
   • **Package**: A package refers to the data plan associated with a profile. \
       A customer can have multiple packages. \
       Packages may be valid or expired, and they can either contain data or be empty.

To access customer information, navigate to **Sales History** and search for the customer using ICCID or email. All previously sold packages will be displayed. Once a package is selected, the customer's information will be displayed on the screen.

**Sold Data Package Section**

This section provides the information related to the purchased package.

**\[1] Date of Purchase** – The date when the package was bought. \
\&#xNAN;**\[2] Package Name** – A description of the package. \
\&#xNAN;**\[3] Volume** – The initial amount of GB included in the package. \
\&#xNAN;**\[4] Validity** – The initial number of days package is valid. \
\&#xNAN;**\[5] Purchase ID** – A unique identification number for the package. Each package has its own ID. This number will be needed in case of opening a ticket for Refund. \
\&#xNAN;**\[6] Package Status** – Can be **Purchased**, **Activated**, or **Refunded**. \
\&#xNAN;**\[7] Refund Button** – Allows to refund the customer. \[More information about refunds [here](https://www.notion.so/o/-MZDM6AnyY85i18ScRxP/s/-M_06ID1EGDSaSa9MhQE/~/changes/132/customer-support/package-refund/~/overview).]

<figure><img src="/files/N2EEmk1ZIqslPGvaYJuZ" alt=""><figcaption></figcaption></figure>

**Attached Customer Profile Section**

This section reflects summary of customer's profile.

**\[1] Customer Profile link -** Opens page, displaying detailed information about customer's profile. \
\&#xNAN;**\[2] Customer Email** – Allows to add or update the customer’s registered email address. \
\&#xNAN;**\[3] Current Balance** – Reflects the total balance. A customer can have multiple packages, and this number shows **the total balance** across all packages. \
\&#xNAN;**\[4] Number of Profiles Attached** – Indicates how many profiles the customer has. \
\&#xNAN;**\[5] Country of Residency** – Allows to add or update the customer’s country of residency. \
\&#xNAN;**\[6] ICCID number** - Clickable field, provides additional information like last connection time and last connection country. \
\&#xNAN;**\[7]** **eSIM Status** – The possible statuses are: \
&#x20;      • **RELEASED** – Not installed on a device. \
&#x20;      • **DISABLED** – Installed, but the user has disabled the eSIM in the OS. \
&#x20;      • **INSTALLED** – Installed and enabled. \
&#x20;      • **ERROR** – An issue occurred during installation. \[[Contact support.](https://dent.app.link/e/ejsmhSb0wKb)] \
\&#xNAN;**\[8] Installation Link** – Opens page, displaying the QR code that can be shared with the customer.<br>

<figure><img src="/files/NPpHqzVGdmVDVqqyWXLH" alt=""><figcaption></figcaption></figure>

**Customer Profile**

**\[1] Current Balance** – Reflects the total balance. \
A customer can have multiple packages, and this number shows **the total balance** across all packages. **\[2] Install eSIM -** Provides QR code for the customer. \
\&#xNAN;**\[3] Package #1 information -** Expiration date, remaining balance, etc. for this package. \
\&#xNAN;**\[4] Package #2 information -** Expiration date, remaining balance, etc. for this package.\
\&#xNAN;**\[5] Installation Date** - The date when eSIM was installed last time.

<figure><img src="/files/RulCft1QYdyHsTmWnc1G" alt=""><figcaption></figcaption></figure>


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