"a) Make sure the case is in Media mode (press the case button 4 times to change the mode if needed)

b) Educate the customer about Media mode controls: Single press - Play/Pause | Double press - Next song | Triple press - Previous song

c) Ask the customer to test in a standard music app (Spotify/YouTube Music/Apple Music)

d) If the earbuds' touch controls work but the case controls don't, the case is not connected properly - remove ""Noise Buds VS402 Gen2 - Box"" from the Bluetooth settings and connect again

e) Update the app and the Mobile phone software, then try again

f) If the controls do not work in any app on any Mobile phone - do RPU"