Article Metadata

Category: Account Last Updated: 2026-05-06 Article ID: KB-ACC-003 Status: Published

1. Issue Definition

User requests permanent deletion of their account and all data.

2. Escalation Path

If the initial troubleshooting steps do not resolve the issue, follow this escalation sequence.

• Tier 1: Support Agent (Initial response, categorisation, and basic troubleshooting)
• Tier 2: Hardware Engineering / Software Development / Lactation Experts / Product Team / Operations

3. Technical Information

Detail any technical specifications, error codes, logs, or system requirements relevant to this issue.

• Platform/Environment: Firebase Auth / MongoDB. Requires access to the Support Admin Dashboard.
• Error Codes: [List any specific error codes displayed in-app or in logs]
• System Logs: [Specify which logs are required and how to retrieve them]
• Known Conflicts: [e.g., Known issues with specific mobiles, operating systems etc.]
• Snapshots: [Screen shots or photos of Coro where applicable]

4. Customer Reassurance (Next Steps)

Acknowledge the customer's situation and provide clear expectations. Use a professional and empathetic tone.

Internal Note on Tone: Maintain a supportive and proactive stance. Avoid overly technical language.

Recommended Scripting/Messaging:

"I understand that [Issue] is causing a problem. I am here to help you resolve this. We will work through a few steps together to identify the cause and get you back up and running."

Next Steps for the Customer:

1. Complete the troubleshooting steps outlined below.
2. Provide [Specific Information] if the steps do not resolve the issue.
3. An update will be provided via [Email/Chat] within 24 hours.

5. Troubleshooting Guide

Step-by-step instructions for the agent to guide the customer through. Keep instructions clear and sequential.

1. Step 1: Verify registered email.
2. Step 2: Check account status (Active/Locked).
3. Step 3: Validate identity via Device Serial Number.

6. Recommended Remediation

The definitive resolution or standard workaround for this issue.

• Primary Solution: Explain that deletion is permanent and includes all feeding history. Initiate GDPR 'Right to Erasure' workflow via the DPO.
• Workaround: [Temporary measure if a permanent fix is pending]
• Escalation Trigger: Include prerequisite information to pass up the chain.
• Replacement/Refund Trigger: [Specific conditions under which the agent should initiate a return or replacement (RMA) process]