Who should help a fuel customer who cannot place an order in the app?

Name an office contact for customers who cannot place an app order, and give that person a clear route for reporting technical trouble. Keep a phone ordering option available while the issue is checked. Separate the customer's fuel request from the software problem so neither gets lost while your team works out what happened.

Settle the fuel request first

Custom Fuel App's public guide says customers can still call the office. [1] Use that route when someone cannot finish an app order. Ask whether a request already appears in the portal before creating another one.

Record the fuel request under your normal office process. Keep a separate note of the app problem and who will follow up. Tell the customer what your office has actually received. Do not leave them guessing whether they have placed an order.

Give the office a useful problem description

Ask which screen they reached, what message appeared and roughly when it happened. Record the app version and phone type if available. Never ask the customer for a password or full payment-card details.

If the customer can use in-app messaging, the office can answer through the web portal. [1] If that path is also unavailable, continue through your normal phone contact. Before launch, ask the product team who should receive a report when the office cannot fix the problem.

Test the handoff between people

Custom Fuel App says it handles app updates. [2] Name someone in your office to help the customer and follow up on the report. Ask which issues your staff should handle, what to include in a technical report and how your office receives progress updates. Confirm support terms separately.

Does app maintenance mean the vendor answers every customer question?

Do not assume it does. Agree who handles customer ordering questions and who handles technical issues. Write down the handoff so a different employee can follow it tomorrow.

Review Custom Fuel App with the employee who would take that call.

Last reviewed: October 18, 2026
Author: The Custom Fuel App team