Subject: Re: Returns- Productivity clarifcation
From: Mathieu Girard <[email-masked]>
To: Subir Chakma <[email-masked]>, Sylwia Adamczyk <[email-masked]>
Date: Fri, 7 Apr 2023 16:34:16 +0200

Hi Subir

My first thought would be to assign such ticket to Xport support group
instead of keeping them under Xport Returns
This way, it will be easier to differentiate them and charge them with
appropriate pricing that I would need to agree on with Saurabh

@Sylwia Adamczyk <[email-masked]> , your thoughts?

How many instances like this do you have each month (roughly)?

On Fri, Apr 7, 2023 at 12:29 PM Subir Chakma <[email-masked]> wrote:

> 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
>
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> _____________
>
> Subir Chakma
> Operations
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>

-- 
Best,
Mathieu Girard
Manager of Customer Care