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Submitting a complaint by scanning the label

The fastest way to report faulty glass: the portal finds the order and position from the barcode, you just describe the defect.

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  1. Open Complaints

    In the menu on the left click “Complaints”.
    Tap the menu (three lines in the top left corner) and choose “Complaints”.

  2. Start scanning

    Click “Submit by scanning label”.
    Tap “Submit by scanning label”.

  3. Enter the barcode Scan the barcode

    Type the number below the barcode on the glass label and click “Search”. If your computer has a camera, just hold the label in front of it — the code is read automatically.
    Allow the browser to use the camera and point it at the barcode on the glass label. The code is read automatically. Without a camera, type the code into the field and click “Search”.

  4. Check the glass

    The order, position and dimensions are shown. If the glass already has a complaint, you can edit it or submit another one.

  5. Describe the defect and add photos

    Describe what is wrong with the glass and choose the requested resolution. Upload photos of the defect from your computer via “Take or choose photos” — it speeds up the assessment a lot.
    Describe what is wrong with the glass and choose the requested resolution. Take photos of the defect right on your phone — it speeds up the assessment a lot.

  6. Save

    Check the contact e-mail and click “Save”. You will find the complaint in the Complaints list. Another glass? Click “Scan another code”.

Not working?

The camera does not start

Allow camera access in the browser settings (the lock icon next to the address) and reload the page. Or type the code from the label manually.

The code is not being read

Keep the whole label inside the frame, in good light and without glare. Try moving the phone a little further away.

It says “Code … does not belong to any of your orders”

Check that the code was typed correctly. If it was, please contact your ISOTHERM sales representative.

I cannot see the “Submit by scanning label” button

Your account is not allowed to submit complaints. Ask your ISOTHERM sales representative to enable it.

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