Support readiness
SteelThumb keeps paid checkout disabled until Grow Kit, SeedPort, and PlotTags each have a support owner, response targets, replacement-part paths, missing-part workflow, damaged-shipment workflow, and safety escalation script.
| Product | Support risks | Missing before checkout | State |
|---|---|---|---|
| SteelThumb Grow Kit | Missing fittings, leaks, pump/control misunderstanding, excluded soil/seeds/reservoir assumptions. | Replacement fittings path, leak triage script, manual-shutoff script, warranty boundary for customer-installed irrigation. | Draft support path; checkout blocked |
| SeedPort | Heat/light/water setup questions, no-germination expectations, tray/rack part failures. | Replacement tray/rack path, electronics scope, no-germination support wording, heat/light escalation script. | Draft support path; checkout blocked |
| PlotTags | Missing tags, unreadable labels, damaged stakes/clips, replacement ID ranges. | Replacement label path, ID-range handling, readability guidance, privacy/photo support script. | Draft support path; checkout blocked |
| Case type | Applies to | Initial action | Evidence needed | State |
|---|---|---|---|---|
| missing_part | All SKUs | Verify private order reference, SKU, batch/date code, packing checklist, and missing component. | Package photo, packing slip photo, missing part description. | Draft |
| damaged_shipment | All SKUs | Collect package label, carton damage, product damage, and tracking evidence before replacement or refund decision. | Package photo, label photo, damaged part photo, private tracking reference. | Draft |
| setup_question | All SKUs | Route to current quickstart, safety page, and product support notes; record documentation gaps. | Product version, quickstart version, setup photo, question summary. | Draft |
| safety_sensitive_water_electrical_heat | Grow Kit and SeedPort | Stop automation, turn outputs off, disconnect power if safe, use manual shutoff, and collect details before restart advice. | Setup photo, product version, water/heat/electrical/smoke/leak/controller behavior summary. | Draft |
| replacement_request | All SKUs | Check replacement-parts eligibility, inventory reserve, and shipping rule before approval. | Order reference, product, part group, reason, and photo if damaged or unreadable. | Draft |
| return_cancellation_refund | All SKUs | Apply approved returns, cancellation, refund, and preorder policy while keeping payment details private. | Private order reference, request reason, and product state if shipped. | Draft |
