Subject: Returns- Productivity clarifcation
From: Subir Chakma <[email-masked]>
To: Mathieu Girard <[email-masked]>
Cc: Subir Chakma <[email-masked]>
Date: Fri, 7 Apr 2023 03:29:29 -0700 (MST)

Mathieu, 

There is some confusion regarding returns in terms of which should be counted as a productivity, and which cannot. 

I was handed down the rule that we can count a ticket as a productivity only when a return label is generated for the order. 

However, what about the below situations wherein no label is generated but we did work on it. 

Situation 1: 
Customer sent an email to inquire about the refund. Customer support replied back advising the customer to contact the seller regarding the same. 
Example: https://glopal.zendesk.com/agent/tickets/955204 

Situation 2: 
The customer support team creates a child ticket on a return request for L2 as they need some help in fixing a bug. 
Example: https://glopal.zendesk.com/agent/tickets/954328 

Thanks and regards, 
Subir 

_____________ 

Subir Chakma 
Operations 
LiveSalesman.com 
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