Subject: Fwd: Escalations Procedure and Contact
From: Subir Chakma <[email-masked]>
To: "Subir Chakma" <[email-masked]>
Date: Fri, 10 Mar 2017 20:45:49 +0530 (IST)

From: "Subir Chakma" <[email-masked]> 
To: "Prem k . Goyary" <[email-masked]> 
Sent: Thursday, February 9, 2017 9:44:09 PM 
Subject: Escalations Procedure and Contact 

Escalations Procedure and Contact 

Escalation to Level-3 

Procedure – Transfer existing ticket to L3 via Zendesk, Keep it Open status 

How to put Notes- Use template available on Zendesk and put summary note mentioning all details 

Issues to escalate- 

    * Country change 
    * Member group change 
    * Fraud check (if you suspect an account to be fraud, or if an account is fraud, to check for linked accounts) 
    * Waiver of storage fee 
    * Refunds approval (except direct refund like Cancelled concierge order, cancelled released order etc…) 
    * Customer insists for manger to handle the issues- advice to go through L2 for such cases. 
    * Customer seeking compensation 
    * Promo code is not working- customer must be eligible 
    * Customer threatening to complaint to head of the management etc… Serious cases 
    * Problem with DHL contact points – if they are not replying to our emails over 72 hours 
    * Other issues that L3 cannot handle or understand etc… 

Escalation to Finance-Billing Team 

Procedure – Transfer existing ticket to L3 via Zendesk, Keep it Open status 

How to put Notes - Use template available on Zendesk and put summary note mentioning all details 

Issues to escalate- 

    * Direct refund request for cancelled order, cancelled concierge etc… New agents should check with senior agent prior to escalating it 
    * To verify a concierge order- first time order and if above 500USD for all orders 
    * Delay in placing concierge UK orders 
    * If UK concierge orders seller need a CALL back 

Escalation to IT-Technical Team 

Procedure – Create a Linked Ticket (or create a new ticket) and email to [email-masked] via Zendesk. Keep ticket as On-Hold and re-queue to IT issues. 

How to put Notes - Use template available on Zendesk and write a nice body/content and don’t forget to copy paste the Chat or email of the customer. 

Issues to escalate- 

    * Shipping Advise for customs- DHL In transit issues 
    * Citibank customers payment issue 
    * Unknown technical issue during shipment release- Checkout 
    * Order history cannot be viewed-invisible 
    * Unreleased shipments cannot be viewed-invisible 
    * LE/BR – outbound shipment status. However, check with Hub first before you escalate to IT 
    * Other technical issues… 

Escalation to Level-2 

Procedure – Transfer existing ticket to L3 via Zendesk, Keep it Open status 

How to put Notes - - Use template available on Zendesk and put summary note mentioning all details 

Issues to escalate- 

    * Any issues wherein customer request higher level to intervene 
    * New agents must go through L2 and should not directly escalate to L3 
    * Any issue that you cannot handle or comprehend 
    * For dimensional discrepancy after package is delivered to customer 

_____________ 

Subir Chakma 
Operations 
LiveSalesman.com 

Phone: +91 120 4332621, Ext: 2 3 
Mob: +91 9716481117 
Skype: subirlsm