CMS
Web content: complaints tree, resources, banners and documents.

CMS: what it covers
Audience: content editors maintaining what customers see on the ordering channels.
You need: CMS — view to browse, CMS — edit to change, CMS — delete to remove. Three separate levels.
The CMS covers the content layer of the ordering experience: the images and text customers see, and the complaints structure behind customer service.
Two areas
Area
What it holds
Resources
Banners, logos, documents, and the presentation of promotions, products, toppings and payment methods
Complaints
The tree of complaint types used when logging a customer complaint
They share the same permissions but are otherwise independent.
Three permission levels, not two
Most console areas have view and edit. The CMS has a third:
Level
Lets you
View
Browse resources and the complaints tree
Edit
Create and change resources, and add or edit complaint nodes
Delete
Remove a node from the complaints tree
Delete is deliberately separate. Removing a node from the complaints tree affects how complaints are categorised from that point on, which is harder to reverse than editing a label.
cms_editor is the role built for this area and holds all three.
Content is per source
This is the concept that makes the rest of the CMS make sense.
Resources are stored per source — web, app, kiosk, each aggregator. The same brand can show a different banner on the web than in the app, because they are different records.
So when you edit a resource you are always editing it for a source. Changing the web banner does not change the app banner.
This also means "the banner didn't change" is usually the wrong source selected rather than a failed save. Check the selector before re-uploading.
Your own scope can further limit which sources you see — see How scope works in practice.
The pages in this chapter
Topic
Page
Resource types and the source selector
Resources and sources
Finding incomplete content
Content validation
The complaints tree
The complaints tree
Editing banners, step by step
CMS - Resources: Banners
Documents per language
CMS - Resources: Documents
The resources screen
CMS - Resources
Loading complaints from a file
CMS - Complaints CSV Upload

Resources and sources
You need: CMS — view to browse, CMS — edit to change.
Resources are the content records behind what customers see. This page covers the model; CMS - Resources walks through the screen itself with screenshots.
The resource types
Type
What it controls
Banners
Promotional images and where they link to
Logos
Brand imagery
Promotions
How promotions are presented
Products
How articles are presented
Toppings
How ingredients and extras are presented
Payment methods
Which payment options appear, and how
Editing here changes presentation, not behaviour. A promotion's rules live in Promotional codes; what the customer sees when it is offered lives here. The same split applies to products and payment methods.
Always pick the source first
Every resource belongs to a source — web, app, kiosk, an aggregator. Selecting the source is the first thing you do, not an afterthought.
If a type has no content for the chosen source, the screen says so. That is a real answer: it means nothing is configured for that combination, not that the screen failed.
What you see
What it means
Content listed
That type is configured for that source
"No data available"
Nothing configured for that type and source
A source missing from the list
Outside your scope, or not enabled for the brand
Languages
Several resource types are per language as well as per source — banners and documents in particular. A banner exists once per language, and each language needs its own image and destination.
That means a resource is not complete until every language is filled in. A missing translation shows as a gap for customers in that language only, which is exactly the kind of thing nobody notices internally.
CMS - Resources: Banners covers the per-language banner flow, and CMS - Resources: Documents the document one.
Before you finish
Confirm the source you edited was the one you meant.
Check every language for that resource, not just the one you were asked about.
Run the validation list to catch anything left incomplete — see Content validation.

Content validation
You need: CMS — view.
The validation list shows resources that are incomplete — the gaps that would otherwise only surface as something missing on a customer's screen.
Why it exists
Resources are stored per source and, for several types, per language. That produces a lot of combinations, and a gap in any of them is invisible unless you go looking: the affected customers are the ones on that one source, in that one language.
Validation is the going-looking, done for you.
When to run it
Moment
Why
After a bulk content change
The fastest way to find what didn't land
Before a campaign goes live
A missing banner on one source is a campaign that partly didn't run
When adding a new source or language
Everything is a gap until it isn't
Routinely
Content decays as products and promotions change around it
Running it before a launch is worth more than running it after. A gap found the day before is a fix; found the day after, it is an incident.
Reading it
Each entry points at a specific combination — a type, a source and where relevant a language. That is enough to go straight to the right screen and fill it.
Work by source rather than down the list. Fixing everything wrong with the web in one pass is faster than jumping between sources, because you keep the same selector.
Not everything listed is a problem
A gap is only a problem if that combination should have content. If your brand doesn't use the kiosk, kiosk resources being empty is correct.
Get to know which combinations matter for your brand; after that the list is short and every entry means something.
Related pages
Resources and sources — the model behind the combinations
CMS - Resources — the screen, with screenshots

The complaints tree
You need: CMS — view to browse, CMS — edit to add or change, CMS — delete to remove.
The complaints tree is the structure of complaint types used when a customer complaint is logged. It is what makes complaints countable: a tree everyone uses the same way turns individual annoyances into a pattern you can act on.
Browsing
The tree is a hierarchy of nodes — broad categories at the top, specific types beneath. Browse it to see the current structure before changing anything.
Adding and editing a node
Add a node under the right parent, or edit an existing one.
Changing a label changes it everywhere, including on complaints already filed under it. That is usually what you want when correcting wording. It is not what you want when the meaning shifts — if the node should now mean something different, add a new one and stop using the old.
Deleting a node
Delete has its own permission, and for good reason. Removing a node changes how complaints can be categorised from that moment on, and existing complaints filed under it lose the structure that explained them.
Before deleting, ask:
Question
If yes
Have complaints been filed under it?
Prefer stopping its use over deleting it
Is it a duplicate of another node?
Consolidate deliberately, and note which absorbed which
Was it created by mistake and never used?
Safe to delete
Keep the tree small
A tree that grows a node per incident stops being useful: with sixty options, nobody picks consistently, and the counts mean nothing.
Two tests before adding a node:
Would a different person pick this node for the same complaint? If it overlaps an existing one, it will be used inconsistently.
Would you act differently on this than on its neighbour? If not, it doesn't need to be separate.
Loading many at once
The tree can be loaded from a file rather than built node by node — see CMS - Complaints CSV Upload, which covers the format and the flow in detail.
As with every import, start small and confirm the structure before loading everything.
Related pages
CMS - Complaints CSV Upload — bulk loading, in detail
CMS: what it covers — permissions and the two CMS areas
Logging an incident — the Hub's per-order record, which is a different thing

CMS - Complaints CSV Upload
Overview
The Complaints Management CSV Upload system allows you to upload and manage complaint flow data using two CSV files - one in English and one in Arabic. This system provides validation, preview functionality, and error handling to ensure data integrity.
Code Reference Legend
Actions
Code
Definition
X
Go to next node
Q
Question to a customer
QP
Ask for proof to a customer, upload picture
S
Show customer order to pick an item
CB
Call back to customer
R
Refund
R30
30% refund of the item in default
T
Rating
TT
Ticket Transfer to agent for manual evaluation
QD
Dialog box
QPD
Both Dialog Box and Picture upload
PHONE
Provide phone number of the delivery partner in the variable field 
{%phone%}
R100P150
100% refund of the order value, up to 150 SAR
Status
Code
Definition
CA
Closed Abandoned
C
Closed
O
Open
Conditions
Code
Definition
NOPHONE
Driver phone number is not available
YESPHONE
Driver phone number is available
RP
Platinum Guarantee Refund Processed
RNP
Refund Guarantee Refund Not Processed
GSE
Gold Subscription Expired
GSNE
Gold Subscription Not Expired
GTP
Customer moved from Gold to Platinum
PSE
Platinum Subscription Expired
PSNE
Platinum Subscription Not Expired
SLABD30
Delivery SLA Breached - Platinum Guarantee of 30 mins from theoretical start production time to at customer location
NOSLAB30
Platinum delivery guarantee SLA of 30 mins not breached
SLABPU15
Pickup SLA breached - Platinum guarantee of 15 mins from theoretical start production time to actual end production time
NOSLAB15
Platinum pickup guarantee SLA of 15 mins not breached
SLABD
Delivery SLA breach (SLA = 40 mins)
SLABPU
Pickup SLA breach (SLA = 15 mins)
N
No Condition
ITEMCHECKS
Item selected from the order should be a side dish only
NOSLAB
No SLA Breach in Pickup or Delivery
CHECKCUSTY
Customizations are added in the Pizza
CHECKCUSTN
Customizations are not added in the Pizza
ORSPT
Order is Pickup or Takeaway
ORSD
Order is Delivery
SLABD20
Time breach after the SLA time is between 1 min to 20 mins
SLABD2035
Time breach after the SLA time is above 20 mins and below 35 mins
SLABD3550
Time breach after the SLA time is above 35 mins and below 50 mins
SLABD50+
Time breach after the SLA time is above 50 mins
WMP
Wallet balance is present in the account
WMPF
Wallet balance is 0
EXEMPT
If refund is given with Exempt in Action, that refund should not be counted in future customer profiling
Variables
Code
English
Arabic
{%wallet%}
(%AMOUNT%) in your wallet
(%AMOUNT%) في محفظتك.
{%wallet%}
(%Loyalty Points%) rewards points
(%Loyalty Points%) نقطة مكافأة.
{%wallet%}
(%AMOUNT%) in your wallet & (%Loyalty Points%) rewards points
(%AMOUNT%) في محفظتك و (%Loyalty Points%) نقطة مكافأة.
{%currency%}
SAR
ريال سعودي.
{%currency%}
AED
درهم إماراتي.
Loyalty Tiers
Code
Definition
S
Silver
G
Gold
P
Platinum
Customer Types
Code
Definition
H
Healthy
A
Alert
B
Abusive
Upload Process Workflow
1. File Selection
English CSV: Upload the main complaint flow structure with all node data
Arabic CSV: Upload the Arabic translations for node descriptions
File Format: Only 
.csv files are accepted
Requirement: Both files must be selected before proceeding
2. File Validation
The system performs comprehensive validation in the following order:
Format Validation: Checks file structure and required columns
Data Validation: Validates data types and required fields
Flow Validation: Verifies the logical flow of complaint processes
3. Upload Execution
Files are uploaded to test database tables
Existing data for the selected brand complaints is replaced with new data
Transaction-based upload ensures data consistency
File Format Requirements
English CSV Structure
Required columns (case-sensitive):
NODE_ID - Numeric identifier (required, unique)
CUST_ID - Customer ID (numeric, required)
PARENT_NODE_ID - Parent node reference (numeric or NULL)
DESCRIPTION - Node description in English (required, non-empty)
SHORT_NAME - Short display name (required)
CUSTOMER_TYPE - Customer type classification
LOYALTY_TIER - Loyalty level indicator
ACTION - Action type for this node
CONDITION - Conditional logic (if applicable)
LAST_NODE - End node indicator
STATUS - Node status
Column Separator: Semicolon (
;)
Arabic CSV Structure
Required columns (case-sensitive):
NODE_ID - Must match English CSV NODE_ID (numeric, required)
CUST_ID - Must match English CSV CUST_ID (numeric, required)
PARENT_NODE_ID - Parent node reference (numeric or NULL)
Description (Arabic) - Arabic translation (required, non-empty)
SHORT_NAME - Short name in Arabic
Column Separator: Semicolon (
;)
Validation Process
Step 1: File Format Validation
The system checks:
✅ File contains headers and at least one data row
✅ All required columns are present
✅ Column count matches across all rows
✅ File encoding is UTF-8 compatible
Common Format Errors:
Missing required columns
Incorrect column separator (must be 
;)
Empty files or header-only files
Mismatched column count between rows
Step 2: Data Type Validation
The system validates:
✅ 
NODE_ID is numeric
✅ 
CUST_ID is numeric
✅ 
PARENT_NODE_ID is numeric or NULL
✅ Required text fields are not empty
✅ Arabic descriptions contain valid text
Common Data Errors:
Non-numeric values in ID fields
Empty description fields
Invalid character encoding
Missing required field values
Step 3: Flow Validation
Advanced validation checks:
✅ Node hierarchy integrity
✅ Parent-child relationships
✅ Circular reference detection
✅ End node validation
✅ Action type consistency
✅ Variable pattern validation
Upload Status Indicators
File Status Icons
🔄 Validating: File validation in progress
✅ Validated: File passed all validation checks
⏳ Waiting: File queued for validation
⚠️ Warning: File selected but not validated
❌ Error: Validation failed
Upload Status Messages
📤 "Uploading": Files are being processed on server
✅ "Files uploaded successfully": Upload completed without errors
❌ "Upload failed": Server error during upload process
Error Messages and Solutions
File Selection Errors
Error
Solution
"Select both English and Arabic CSV files"
User must select both English and Arabic CSV files
"Both files must be validated"
Click "Validate Files" after selecting both files
Format Validation Errors
Error
Cause
Solution
"File must contain header and at least one data row"
Empty file or missing data
Ensure file has header row and data rows
"Missing required column: [COLUMN_NAME]"
Required column not found
Add missing column to CSV header
"Row X: Column count mismatch"
Inconsistent number of columns
Ensure all rows have same number of columns
"Error reading CSV file"
File corruption or encoding issue
Re-save file as UTF-8 CSV with semicolon separator
Data Validation Errors
Error
Cause
Solution
"Row X: NODE_ID must be numeric"
Non-numeric NODE_ID
Ensure NODE_ID contains only numbers
"Row X: CUST_ID must be numeric"
Non-numeric CUST_ID
Ensure CUST_ID contains only numbers
"Row X: PARENT_NODE_ID must be numeric or NULL"
Invalid parent reference
Use numbers or exactly "NULL"
"Row X: Arabic description is required"
Missing Arabic text
Add Arabic description for all nodes
Server Processing Errors
Error
Cause
Solution
"No valid English CSV data found"
Empty or invalid English file
Check English file format and data
"No valid Arabic CSV data found"
Empty or invalid Arabic file
Check Arabic file format and data
"English CSV row X: Invalid NODE_ID"
Server-side validation failure
Review NODE_ID format and uniqueness
"Arabic CSV row X: Missing Description (Arabic)"
Server-side validation failure
Ensure all Arabic descriptions are present
"Maximum 2 files allowed"
Too many files uploaded
Upload exactly 2 files (English + Arabic)
Flow Validation Errors
Error
Cause
Solution
"The flow of both files must be validated"
Flow validation not performed
Click "Validate Flow" button
"The files have flow validation errors that must be corrected"
Flow validation found issues
Review flow validation dialog for specific errors
Troubleshooting Guide
Problem: Files won't upload
Check:
Both files selected
Both files validated successfully
Flow validation completed without errors
Correct brand selected
Problem: Validation fails repeatedly
Solutions:
Download current data to see expected format
Check file encoding (must be UTF-8)
Verify column separator is semicolon (
;)
Ensure no hidden characters or formatting
Problem: Flow validation shows errors
Actions:
Open flow validation dialog
Review specific error messages
Check parent-child relationships in data
Verify node hierarchy integrity
Correct data and re-validate
Problem: Upload fails after validation
Investigation:
Check server connection
Verify file size limits
Review browser console for errors
Contact system administrator if issues persist
Technical Notes
System Behavior
Environment: CSV uploads always to test environment
Data replacement: Existing complaints data is completely replaced when uploading a CSV in the test environment
Transaction safety: Failed uploads don't corrupt existing data
File processing: Files processed sequentially during validation
Memory limits: Large files may cause browser performance issues
Best Practices
File Preparation
Use consistent encoding: Save CSV files as UTF-8
Check separators: Use semicolon (
;) as column separator
Validate NODE_IDs: Ensure matching NODE_IDs between English and Arabic files
Review descriptions: Verify all descriptions are meaningful and complete
Error Prevention
Template usage: Use existing data export as template for new uploads
Data validation: Check data in spreadsheet application before export
Backup strategy: Keep original files as backup before processing
Test with small dataset: Validate process with subset of data first
Upload Strategy
Sequential validation: Complete file validation before flow validation
Review before upload: Check all validation messages before final upload
Brand selection: Verify correct brand is selected before upload
Timing: Perform uploads during low-traffic periods

CMS - Resources
To access the resource management section, go to the WEB CMS menu in the central panel.
Then go to the RESOURCES menu.
Once in RESOURCES, the sidebar shows all the sections available for viewing and editing resources: Banners, Payment methods, Ingredients, Logos, Products, Promotions, and Miscellaneous.
Selecting a source
Once a resource type is selected, if that resource has no data, the screen will show "No data available".
Example: Resource: Banners - Source: AI
If resources are available instead, the following options appear on screen:
Source dropdown: to select which source to display (Web, App, Kiosk, Store, JustEat, UberEats, Stuart, Tablet, etc.).
Example: Resource: Banners - Source: Web
Search filter and parameters
Search filter: to search within the displayed table.
Example: Resource: Banners - Source: Web
Supported parameters for the selected resource, depending on the chosen source.
Example: Resource: Banners - Source: Web
Example: Resource: Payment methods - Source: Web
If no parameters are defined, the following message appears and those resources cannot be edited unless you contact the administrator: "To edit these resources, please contact your administrator".
Editing resources
Edit button: to edit the resources selected in the table.
Example: Resource: Banners - Source: Web
If the file is valid, the Save button becomes enabled. If it saves without any errors during upload, a confirmation message appears.
If the file is not valid, a "Invalid format" message appears showing the incorrect parameters of the file.
Preview and formats
Preview button: to view a preview of the images selected in the table.
Example: Resource: Banners - Source: Web
Size buttons (000px x 000px) (only visible when multiple sizes are defined): selecting one shows the table for that format.
Example: Resource: Promotions - Source: Web

CMS - Resources: Banners
To edit a banner, select the redirect type and choose a valid file.
Languages
Each banner has a corresponding banner in Catalan and English.
Each banner, in its respective language, must have an image and a redirect assigned to it.
Destination URL
There are 3 available options for adding a banner's redirect (only one can be chosen):
PRODUCT → select from the list the product the banner should redirect to.
PROMOTION → select from the list the promotion the banner should redirect to.
URL → enter the complete, correct URL of the page you want to redirect the customer to, as long as it isn't a specific offer or product.
Example:
Redirect to the "promocion-sala" landing page
URL: 
https://www.pizzeriascarlos.es/promocion-sala/

CMS - Resources: Documents
To update documents, go to the WEB CMS menu and then RESOURCES.
Languages
Each language has its own corresponding documents.
Only one document can be uploaded at a time.
Updating a document
To update a document, select a file with a valid extension and a size under the maximum allowed. In this case, a PDF file smaller than 2 MB.
If the selected file is valid, the Save button becomes enabled.
Once it has saved successfully, a confirmation message appears: