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)