Subject: FW: [Wiki Update] Escalate to Seller Support - Reason added temporarily
From: Brian Sexton <[email-masked]>
To: "[email-masked]" <[email-masked]>, Virat Joshi <[email-masked]>
Cc: Jana Garbe <[email-masked]>, Robert Cosgrove <[email-masked]>
Date: Wed, 12 Jun 2019 09:59:02 +0000

Hi all,

Please inform the agents of the below update.

Kind regards,
Brian

From: Jana Garbe
Sent: Wednesday 12 June 2019 09:43
To: CSLeads <[email-masked]>; Stephen Blake <[email-masked]>; Meghan Flanagan <[email-masked]>; Kimberley Smith <[email-masked]>
Subject: [Wiki Update] Escalate to Seller Support - Reason added temporarily
Importance: High

Hi all,

An additional reason has been added as to when to escalate a case to Seller Support:

  *   Buyer reports to have received an Empty Envelope and the seller is a Frequent Seller. The case must be escalated to Seller Support after you have asked the buyer for proof and investigated the documents provided

The Wiki (Wrong Tickets - Workflow) and the COMMS "Process Update - Escalate to Seller Support" have been updated.

Important: The "Empty Envelope" Process is currently under review - therefore this is a temporary update. We will inform you once the new process has been approved and put in place.

Kind regards,

Jana