Internal: Ecommerce ticket triage and routing
Internal workflow for classifying and routing ecommerce support tickets.
Purpose
Route tickets using order status, customer impact, and policy risk.
- Verify the customer and order number.
- Classify as payment, fulfillment, return, account, or product.
- Escalate payment fraud, safety issues, and repeated delivery failures to the designated queue.
- Record the action and promised follow-up time.