The escalations manager module tackles all types of issues escalated from different channels like websites, apps, and marketplaces (FK, AZ, Meesho, Jiomart, etc). For the JCBL group, we are starting with a B2B app and website.

Assumptions while making the escalations module:

  1. Escalations can come via Inbound calls, email, or any social media platform.
  2. We will track the SKUs by item traceability, which means that every product will have a unique serial number.
  3. Considering the B2B retailers, Escalations will be of 3 types:

i) Issue on whole order (All SKUs, All Serial numbers):

Escalation Id: E<order_id>

ii) Issue on whole SKU lot ( Single SKU, All serial numbers):

Escalation Id: E<order_id><sku_id>

iii) Issue on a particular Serial number ( Single SKU, single serial number): Escalation Id: E<order_id><S.No.>

  1. We will take the required data from Unicommerce when we get the order ID. {???}

  2. There will be 5 departments that will be responsible for the escalations:

i) Tech

ii) Warehouse

iii) Product

iv) Logistics

v) Return & Refund

  1. There will be escalations that can be divided under these departments:
S.No. Escalation 1 Escalation 2 Escalation 3
1 Cancellation Not interested
Booked by mistake
Better Price Available 1. At other Website
  1. At other Store | | | | Delay in Dispatch/Delivery | 1. Delay from the Warehouse end
  2. Delay from the Procurement team
  3. Delay from the logistics partner | | | | Location not serviceable | | | | | Product not available | | | | | I already bought from somewhere else | 1. At other Website
  4. At other Store | | | | Delivery date too long | | | | | Incorrect Product Description | | | 2 | Damaged | The product received is damaged | 1. Leaked Product received
  5. The product received has scratches
  6. The product received has a dent
  7. The product received is torn
  8. The product received is broken
  9. Packaging is damaged | | | | Defective Product | | | 3 | Product | Has missing items | 1. Power cable
  10. Nozzles/brushes
  11. Warranty cards/ Thankyou Cards
  12. Missing parts | | | | Incorrect Product Dispatch | | | 4 | Billing Related | GST billing required | | | | | Price Related Issue | 1. MRP
  13. Selling Price | | 5 | Delay | Delay in Dispatch/Delivery | 1. Delay from the Warehouse end
  14. Delay from the Procurement team
  15. Delay from the logistics partner | | | | No call was received from Delivery Partner | | | | | Unable to Track | | | 6 | Incomplete Dispatch | Has Missing Products | | | 7 | Payment/Discount Related | Same as Spares | Same as Spares | | 8 | Feedback/ Complaints | Rude Behaviour | 1. CC Team
  16. Escalations Team
  17. Chat Team | | | | False Commitments | 1. CC Team
  18. Escalations Team
  19. Chat Team | | | | Stolen Items | 1. CC Team
  20. Escalations Team
  21. Chat Team | | | | Website Related Feedback | 1. Hard to find product
  22. Hard to add product
  23. Hard to get OTP
  24. Non Servicable Pincode
  25. Payment gateway problem
  26. Incorrect Description | | | | Call not answered | | | 9 | Compatibility Issues | Same as Spares | Same as Spares | | 10 | Others | Fake Attempt | |