Your recent support request
Email thread Harrowden Foods: documents · support
Kelly Sharpe, new to the brain, found retailer orders looked short next to complaints. Olivia Grant traced it to the order source running behind and asked for a refresh. Kelly has not confirmed the fix.
What was said
What this says
Current to 11 Oct 26Kelly Sharpe, new to the brain, found retailer orders looked short next to complaints. Olivia Grant traced it to the order source running behind and asked for a refresh. Kelly has not confirmed the fix.
Ask: Kelly asked chat for complaints and orders for one large supermarket account. The orders looked short against her own system, and she was unsure whether she had asked wrongly.
Customer view: Kelly is tentative and still learning the tool. Olivia confirmed the question was fine and the order source was stale.
Next: the refresh lands in the nightly run due by 07:00 on business days. There is no customer reply after Olivia's last message, so the fix is unconfirmed.
The thread
Updated 9 Oct 26Messages
Olivia Grant 9 Jul 2026 10:10Hi Kelly, Thanks for raising your request with us. I'm Olivia, one of the support engineers at BB-Demo, and I've picked up your ticket. Before I dig in, a couple of questions so I look in the right place: - Which retailer account were you asking about? - What did you expect to see, and what did the brain give you instead? If you can paste the exact question you typed into chat, that will help me reproduce it quickly. Kind regards, Olivia Support Engineer, BB-Demo
Kelly Sharpe 9 Jul 2026 11:46Hello Olivia, Thanks for the quick reply. I'm still getting used to this, so bear with me. It was one of our larger supermarket accounts. I asked for the service-level complaints alongside the orders for that customer, and the complaints came back fine but the orders looked short compared with what I see in our own system. I wasn't sure whether I'd asked it wrongly or whether something was missing. I typed something like: show me complaints and orders for that retailer this month. Sorry, I haven't kept the exact wording. Kelly- Olivia Grant 10 Jul 2026 09:32Hi Kelly, No need to apologise, that was enough for me to work with. You didn't ask it wrongly. When I compared the two, the order data for that retailer was running behind the complaints data, so the brain was answering from what it had at the time. I've asked for that source to be refreshed, and it will be picked up in the next nightly refresh, which completes by 07:00 on business days. If you re-run the same question after that and the orders still look short, reply here and I'll look again straight away. It would help if you could note the retailer and the rough number of orders you'd expect. Thanks for your patience. Kind regards, Olivia