Help Centre

Using Truvi

Resolutions

Guide to our new Resolutions Center

Learn everything you need to know about navigating our new and improved Resolutions Center

Why a new Resolutions Center?

We've been working hard to understand what our users need, and we're proud to introduce the latest version of our Resolutions Center.

This version offers improved efficiency and a number of new features, including:

Individual incident pages with feedback options
Summary pages that display all reported incidents and their status
More advanced search and filter options

All of these features are designed to optimize the resolutions process, increasing efficiency and offering our users a better experience.

What does it look like?

You can access the new center by using your current login information.

The new sidebar will offer the following options:

Report incident - to open a new incident report flow
Summary - displays an overview of all incident reports and their statuses
Incidents - a list of incidents with the option to view each one

Creating a new incident report

Click on the "Report Incident" button to open a new incident report.
Select the correct booking from the list of eligible bookings
- Please note that only eligible bookings will be displayed. Eligibility is determined by check out date, verification status, and payment status.

Report Incident page

Once a new incident report has been opened, each section will be marked as "In progress" until all mandatory fields have been filled.

Incident Report Sections

Booking information: displays the selected booking
Host/Property Manager information: host's contact information
Guest information: guest's contact information
Listing information: further details about the listing
Involvements: further information about the interactions between guest and host
Insurance and third party compensation information: any current insurance or third party compensation the host uses
Incident report: description of the incident and confirmation that the report is factually correct

Add more details

Items section

Click on Item 1 to submit damage documentation for a specific item. If multiple items have been damaged, you can add each one separately with the Add another item button.

Then you can submit available documentation about the damaged items and necessary measures to correct the damage, including attachments.

Different kinds of attachments could include:

- Photographs of the item before and after the damage
- Any original invoices, if available
- Repair or replacement invoices

You can save details with the "Save item" button or discard an item with the "Remove item" button. If you do not click the save button, the informations and attachments will not be added.

Evidence section

Submit evidence that’s relevant to the incident but not specific to any item, including:

Guest contact
Insurance

If you do not click the save button, the informations and attachments will not be added.

Summaries Page

Includes an overview of all incidents and the status of each

Incidents Page

Includes a list of all incident reports. Each report can be seen in detail by clicking the view button. You can also search using your listing name, guest name, or incident ID.

Status filter

By default, the “All Open” filter is selected. You can also choose to exclude your archived incidents or filter by individual status.

Clicking on each column heading (listing, date created, date updated, guest) will reorganize the reports according to that column.