Closing Cases & Case Status

New - New cases recently created either auto-populated or manually created

• New emails from customers

• Cases created by support & dispatch to forward to a specific department (refunds)

• Auto-populated Guarantee Forms

Open

• Normally made by dispatch if the endorsement is made

Pending - Waiting on customer response

• Normally used if we are awaiting a customer's response, (we do not use this status, as we allow the customer to respond to reopen the case, leaving the case open for a response only creates clutter)

Reopened

• Cases where in the customer's has emailed back

• Reopened cases to be endorsed for review

Escalated

• Awaiting response or a proper resolution

Solved

• Do NOT use

Closed

• Completed resolution

• Awaiting Response

• Emails we responded to