Refer to the following diagram for information on the resolution tier you can provide a customer and the order in which they are to be provided.
Where possible, always refer to the tier and adhere to it and in the event a cap may be required to be increased, do reach out for dual approval or escalate where necessary.
TAKE NOTE:
- Arrangement Replacement update upon confirmation resolution: 1-3 business days
- Arrangement Refund timeframe upon confirmation resolution: 5-7 business days
Refer to the latest KB update detailing each step of the resolution tier: https://mopio.freshdesk.com/a/solutions/articles/48001269375
Scenario 1: Ensley Coffee Table - chipped wood
Ticket Link: https://mopio.freshdesk.com/a/tickets/21423
Agent to provide a partial refund to the customer first, adhering to the Resolution Tier, and a recommendation was shared with the customer on how to resolve the issue.
Upon the customer's justification and rejection of PR, a higher partial refund was proposed.
(customer's justification)
(agent's counteroffer)
(customer's agreement to the higher partial refund presented)
Scenario 2: Haylee Coffee Table - damaged corners for Part 1 & 2
Ticket Link: https://mopio.freshdesk.com/a/tickets/22429
Agent to provide a partial refund to the customer first, adhering to the Resolution Tier.
Upon the customer's justification and rejection of PR, a higher partial refund and another resolution option were proposed.
(customer's justification)
(agent's counteroffer)
(the customer preferred to proceed with a replacement)
(agent agreed, and to confirm that we have the customer's correct information, the agent must utilize the canned response on FD for the Replacement)
(customer provided the required details)
