Knowledge, KB's and QA

The following scenarios are not supposed to be escalated to the email/back office queues

• Damaged item, wrong item

• Damaged in transit, returned to the sender

• Lost in transit, damaged in transit, returned to the sender

• Label created not scanned, returned to the sender

In which scenarios should we escalate a damaged item case?

• Over $65.00 / Customer's first purchase

• Over $70.00 / No previous history

• Under $65.00 / Previous history

• Over $65.00

KB for missing item/short shipped

Which are the Auto fails?

• Verification process/Stay focus/Document every case/Code right to conquer/Do your best to help/Keep it secure

• Verification process/Document every case/Code right to conquer/Do your best to help/

• Verification process/Document every case/Code right to conquer/

• Stay focus/Document every case/Code right to conquer/Keep it secure

Type examples of auto fails