[Eval] Connection Procedure

To start with, please be aware that everything written in this article overrides the No Video Logs Procedure.

❗️Make sure that the last booster used in the "last_booster" tag and "Last Booster Used" field matches the booster shown in the video log during the investigation process.

If the player reopened the ticket only to say thanks after Butler Bot sent them the connection article and compensated them, we can silently solve the ticket.

Compensation

"Connection" is a separate compensation category that comes with a few rules:

1) The connection issue needs to be verified in the video. 

If we do not have a video, Showdown, Rumble, and Party matches can be treated as verified if we can see that the match existed. Even if the match was conceded, we should still treat these as verified cases.

Every other type of match needs to have is_technical=true in Snowflake (if it's an older match) or the last_match_technical_loss tag if it was the last match played.

2) The user has not received Connection compensation in the last 7 days.

The automatic DC Refund compensation does not count toward the limit.

3) If the player was using a Bronze, Silver, or Gold booster, we should upgrade the compensation to a higher-tier booster instead (unless the player can not get a higher-tier booster due to their trophy amount).

4) If the ticket should receive the Fixed Itself or Already Losing macro, there's no need to compensate under Connection. For those cases, since the disconnection did not affect the outcome, we would only send a general gift if one is available.
 

General Information

Seeing a reconnecting screen or a boot event in the video does not necessarily mean that the player disconnected or crashed. It is possible that the user closed the app intentionally, and then returned to the game.

Generally speaking, it’s best to respond based on the player's message, unless it was a clear connection issue in the log. If it’s not 100% clear or sure, we should go with what the user is saying.

Always add a detailed Internal Note, regardless of whether the issue is verified or not. In case the user insists, please make sure to investigate thoroughly.

If the player did not contact us immediately after a disconnection occurred, and we are not using a NVTI macro, please use the Contact Support Right After Issue - Make a Ticket Immediately / Sooner snippet along with the main macro you are using. 

Macros

Exceptions

If the booster card is missing after a disconnection, please use the Booster Bar Without Card - Leaving Game Causes Reconnection Issues macro. This case would not receive Connection compensation.

Main macros

• The player contacted us about connection issues, and Butler Bot already sent them the connection troubleshooting steps: Verified Connection Issue - Already Got the Troubleshooting Steps From Butler Bot (DC).

• The player contacted us about connection issues, and Butler Bot did not send the connection troubleshooting steps: Verified Connection Issue - Did Not Get the Troubleshooting Steps From Butler Bot (DC).

  • Second Reply Procedure
• If a player already received one of these in the last 7 days, and they're contacting us about a different disconnection, we would move on to Repeated Complaints, just like usual.
• If a player already received one of these in the last 7 days, and they're contacting us about the same disconnection (in the same ticket or a new ticket), we can use the Connection Reopen - Connection Reply (DC) macro.
   

Another Connection ticket within 7 days

If a player reaches out within 7 days about a similar issue (disconnection in a different match), and we’ve already sent one of these macros:

• Not Verified Technical Issue - Log DOES Match (NVTI)
• Not Verified Technical Issue - Log Does NOT Match (NVTI)
• Technical Issue - Fixed Itself - Problem Did Not Persist Anymore
• Technical Issue - Already Losing - Unwinnable - Used All Moves / No More Rounds

We should use the same macro again. However, we should adjust the wording slightly, to ensure it doesn’t sound exactly the same as the previous response.

Already Losing

If we can verify that a disconnection occurred, but it happened when the player did not have any rounds and moves left, we should use the Technical Issue - Already Losing - Unwinnable - Used All Moves / No More Rounds macro.

Fixed itself

If we can verify that a disconnection occurred, but the game was able to resume, and the player used all of their available moves:

• Did the player lose time while the disconnection occurred? If yes, treat it as a regular connection issue.
• Did the timer pause while the disconnection occurred? If yes, use the Technical Issue - Fixed Itself - Problem Did Not Persist Anymore macro.
  • Disclaimer: if we don't have a video, use the is_technical column in Snowflake to determine whether the player was able to finish the match under normal circumstances or not. Please remember that the timer never pauses in Showdown, Party, and Rumble.

Similar connection issues

Finally, please be aware that we have some connection-related problems that would not follow the procedure here, because they have different instructions in our Support Daily Updates document:

• Known Bug 036 - Blue Reconnecting Screen With Layout Or Score Change
• Edge Case 05 - Sync Issues
• Edge Case 06 - match_start with no match_end
• Edge Case 15 - Solo/Rumble event ended while the player was in a match