Buyer contacted us to request an update for their Return Refund request > Status: Dispute in Progress
Acknowledge the concern > Check if the case has an open case.
With open case: Acknowledge the concern > Leave case comment > Inform the buyer about the status of the dispute
Sample Template for case comment:
-Issue/Concern:
-Reason of Re contact:
-Update Given to the Customer:
-Action Taken by Agent:
Without open case: Acknowledge the concern > Create case (status on hold) > Create Child case (status open) Transfer to dispute team
Escalation Template:
Concern:
ON:
OLID:
Item name:
SKU:
RTN:
Buyer ID:
Cx name:
Amount:
Advise the buyer to anticipate the update from the assigned team within 3 business days and the feedback will be sent via a separate email
Category :
Return to Merchant (DRTM)
Enquiry on Dispute status
OR
Disagree with Dispute team judgement