1. Supervisor Call Escalation Process

When a customer requests to speak with a supervisor, agents must follow the escalation flow below:

Step 1: Initial De-escalation Attempt

• Remain calm, professional, and empathetic.

• Attempt to address the customer’s concern and provide resolution within your scope.

• Conduct one de-escalation attempt before escalating the call.

Step 2: Notify Your Team Leader

If the customer continues to request a supervisor, immediately escalate the case to your Team Leader and provide the following details:

• Customer Name

• Email Address

• Order ID

• Concern / Reason for Escalation

Step 3: Team Leader Takeover

After one de-escalation attempt, if the customer still insists on speaking with a supervisor, the immediate Team Leader will take over the call for further handling.

2. Refund Escalation Process – $200 and Above

To ensure proper approval and review, all refunds amounting to $200 and above must be escalated before any refund commitment is made to the customer.

Required Process:

1. Do not promise or confirm the refund yet.

2. Immediately escalate the case to your Team Leader / Supervisor for approval.

3. Provide complete customer details and refund request information.

4. Allow the supervisor to review the case and assist in exploring other retention or resolution options before processing the refund.

5. Only proceed once approval has been granted.

Purpose of Escalation:

• To secure proper approval before refund processing

• To explore alternative solutions that may resolve the concern

• To ensure consistency and compliance with refund policies

3. Delivered Not Received (DNR) Escalation Process

For orders marked as delivered but reported by the customer as not received, agents must first provide the standard resolution of contacting the courier regarding possible lost or stolen items.

If the customer declines this resolution, the case must be escalated to a supervisor before promising any replacement, to secure proper approval.

Cases for Escalation:

Escalate immediately if any of the following apply:

• Replacement request is for more than 2 bottles

• Customer declines to contact the courier

• Order has been missing for more than 10 days after delivery status update

Required Process:

1. Advise the customer of the standard courier-contact resolution.

2. If declined, do not commit to a replacement yet.

3. Escalate the case to your Team Leader / Supervisor with complete details.

4. Await approval and next steps before processing any replacement request.

Purpose of Escalation:

• To validate replacement requests

• To ensure proper handling of lost/stolen delivery claims

• To maintain consistency with replacement policies

Important Reminder

Failure to follow the escalation process may result in delays, incorrect handling, or policy non-compliance. All escalations must be handled promptly, accurately, and professionally.