Escalations via CIR

Handling Escalations via the Customer Interaction Record (CIR)

This guide explains when to use the Escalation Form and when to submit a CIR form for handling different types of escalations.

Know When to Use the Escalation Form vs. CIR

Escalation Form → Use this first for most escalations so Inna or Fran can review and decide the next steps.

CIR Form → Submit only if approved or if Marie’s assistance is specifically required.

Check Refund Requests

For manual check refunds:

Submit the Escalation Form first so Inna or Fran can review if a check refund is really necessary.
Required details for the Escalation Form:

Agent Name
Customer Name
Customer Email
Order ID
Address
What do you need? (e.g., “Check Refund”)
Summary of the Issue → Explain why you’re requesting the check refund and what happened.

Only submit a CIR form after approval.
If CIR is approved:

Select “Follow-Up Required”.
Include order number, refund status, and tracking details (if applicable).
CIR requests automatically sync to Airtable for tracking.

Marie reviews and approves the request → Kevin submits in batches to Accounting → Accounting issues the check.

Save a Sale (SaS) Escalations

SaS occurs when:

A customer requests a refund or return.
The agent sends an offer (e.g., 50% discount or partial refund) to retain the sale.

Follow-Up Process:

Attempt 3 follow-ups on consecutive days:

Call the customer if possible.
If unreachable, reply via email with the offer.

If there’s no response after 3 follow-ups:

Submit the Escalation Form.
Inna or Fran will review the escalation and decide whether to issue a proactive refund or close the case.

If the agent is going on RD or off shift before completing the 3 follow-ups, escalate earlier via the form.

SAS Checklist

1. Confirm Customer Reason

Did I confirm the reason the customer wants to cancel?
Did I acknowledge their concern and show empathy?

2. First Offer (25%)

Did I politely offer a 25% discount as a valued customer?
Did I highlight the savings and benefits of keeping the order?
Did I ask if they’d like to proceed with the discount?

3. If Customer Still Refuses

Did I reassure the customer by emphasizing value, convenience, or benefits?
Did I smoothly transition to the final offer?

4. Final Offer (50%)

Did I present the 50% discount as a special last attempt to help them stay?
Did I reinforce urgency (“This is the maximum I can offer today”)?
Did I confirm if they’d like to continue at this rate?

5. Outcome

If accepted: Did I confirm the refund amount and the new discounted price, and process the partial refund properly?
If declined: Did I advise them that they have to return all bottles, including empty ones, for a full refund or do a return to sender if it was a recent order? ( This is one more push to the 50% so they don't have to return it).
Did I provide them with the return instructions and advise them that they need to call back with the return number for us to process the refund?
If it was a recent order, did I cancel fulfillment and void vs refund?

6. Recap and thank the customer for calling (brand)

Invalid Address Escalations

If a new order is on hold due to an invalid shipping address:

Email the customer to request the correct address.
Attempt 3 follow-ups on consecutive days.
If the customer does not respond after 3 follow-ups:

Submit the Escalation Form.
Inna or Fran will review and decide whether to cancel the order or take alternative action.

The assigned agent should handle follow-ups unless they are on RD or off the following day.

Airtable Tracking

All CIR submissions marked “Follow-Up Required” automatically sync to Airtable.
The designated person monitors pending cases and follows up regularly if needed.

Correcting Wrong Sale Entries in KON

Verify Before Placing Orders

If you notice a wrong sale entry in KON, double-check the details before placing any new orders.
Confirm all information is correct to avoid duplicate or incorrect processing.

Fill Out the CIR Form

When a wrong sale is detected:

Open the CIR Form.
Select all applicable items related to the issue.
Under Agent’s Name, choose “Other.”
Under FF Action, select “Modify.”
Set the Provider to “JetPack.”
In the Details section:

Describe the correction needed.
Add the KON notes (you can copy and paste them directly).

Quick Notes & Best Practices

Always use the Escalation Form first before submitting a CIR, unless Marie’s help is needed immediately.
CIR forms should only be used:
- - For check refunds after approval.
  - For cases where Marie’s assistance is required.
SaS and Invalid Address Escalations →
Submit the Escalation Form after 3 daily follow-ups, and Inna or Fran will decide the next steps.

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