ResolutionsUpdated a year ago

Introduction

This guide outlines various resolution reasons used to indicate the action taken by an agent to solve a customer's issue. Resolutions involve different actions based on the nature of the customer’s request or issue, including refunds, replacements, upgrades, and other types of resolution.

Resolution Contact Reasons

• No Action
  • Use When:
    • No action is taken in response to the customer's issue.
• Refund
  • Issued
    • Use When:
      • A refund has been processed and issued to the customer.
  • Approved
    • Use When:
      • A refund request has been approved and is being processed.
  • Declined
    • Outside Coverage Window
      • Use When:
        • A refund request is declined because it falls outside the coverage or warranty period.
    • Unauthorized Retailer
      • Use When:
        • A refund request is declined because the purchase was made from an unauthorized retailer.
    • Not Covered under Warranty
      • Use When:
        • A refund request is declined because the product is not covered under the warranty.
• Replacement
  • Approved
    • Approved
      • Use When:
        • A replacement request has been approved and is being processed.
    • Outside Coverage Window (Exception)
      • Use When:
        • A replacement request is approved as an exception, despite being outside the standard coverage period.
  • Declined
    • Outside Coverage Window
      • Use When:
        • A replacement request is declined because it falls outside the coverage or warranty period.
    • Unauthorized Retailer
      • Use When:
        • A replacement request is declined because the purchase was made from an unauthorized retailer.
    • Not Covered under Warranty
      • Use When:
        • A replacement request is declined because the product is not covered under the warranty.
• Upgrade
  • Approved
    • Discontinued Product
      • Use When:
        • An upgrade request is approved due to the original product being discontinued.
    • Out-of-Stock Product
      • Use When:
        • An upgrade request is approved but the upgraded product is currently out of stock.
    • Appeasement
      • Use When:
        • An upgrade request is approved as a gesture of goodwill or to appease the customer.
• Updated Account Information
  • Use When:
    • Customer account information has been successfully updated.
• Information Given
  • Use When:
    • Information relevant to the customer's issue has been provided.
• Order
  • Updated Information
    • Use When:
      • Order information has been updated based on the customer’s request.
  • Cancel
    • Use When:
      • An order has been successfully canceled.
• Other
  • Use When:
    • The resolution does not fit into any of the predefined categories.
• Discount
  • Applied
    • Use When:
      • A discount has been applied to the customer’s order or account.
  • Denied
    • Use When:
      • A discount request has been denied.