When to Escalate a Case

A case should be escalated whenever it falls into one or more of the following categories.

  1. Accusations of Fraud or Scamming: If a customer accuses the company of being a scam or of theft, or raises concerns regarding counterfeit or fake products, we must escalate the case immediately. These situations require urgent attention because of their serious implications for the company.
  2. Severe Product Quality Issues: Any case in which a customer is highly irate over the quality of a product, particularly for high-value orders, should be escalated. If such cases are not resolved promptly, they can lead to reputational damage.
  3. Concerns About Integrity: We must escalate any situation in which the customer questions the honesty or integrity of the company. Such cases may include allegations about our business practices and require careful handling.
  4. Payment-Related Issues: Payment concerns, such as disputed charges, unauthorised transactions, or failed payments, should be escalated whenever they cannot be resolved at the agent level.
  5. Drop Shipping-Related Concerns: Customers who raise issues regarding drop shipping, or who express dissatisfaction with fulfilment methods, must have their cases escalated for further investigation.
  6. Threat of Negative Reviews: Any customer who threatens to leave a negative review on a public platform, such as Trustpilot or Google Reviews, should be escalated. Because such threats can affect the reputation of the company, they must be addressed swiftly.
  7. Profane or Abusive Language: We must escalate cases involving customers who use profane or abusive language, so that these cases are handled appropriately while our professional standards are maintained.
  8. Unresolved Complaints or Agent-Related Issues: If a customer remains dissatisfied with the resolution provided and the conversation is not resolved within a maximum of two to three interactions, or if there is a complaint relating to an agent, such as behaviour or communication issues, the case should be escalated to ensure that it is handled at the next level.
  9. Cases Requiring Supervisor Intervention: If we believe that supervisor intervention is necessary, even where the situation is not explicitly covered above, the case should be escalated. Individual judgement is valuable in deciding which cases require further attention.
  10. Customer Requesting to Speak to Someone Else or a Supervisor: Where a customer has requested to speak to someone else or to a supervisor on more than one occasion, the case should be escalated.
  11. GPSR or SAR Queries-  Customer stating that as per law we need to provide them their details within certain turn around time, or customers mentioning SAR or GPSR on their message

Escalation Procedure

Once a case has been identified as requiring escalation, the following steps should be followed in order.

  1. Document the Case Thoroughly: Add a detailed note to the ticket or case, covering all relevant customer details, order history, and an assessment of the situation.
  2. Raise the Case in the Teams Group: Raise the case in the Teams group, "Escalations-ECOMP".
  3. Add the Case to the Escalation Tracker: Log the case on the Escalation Tracker, so that it can be reviewed and tracked properly.
  4. Tag the Supervisor: Once the case has been escalated, share the Ticket ID on the group and tag the appropriate supervisor, ensuring that it is brought to their immediate attention.