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This article outlines the escalation workflow for refund requests initiated by Tech Support
Refund Request from Tech Support
Escalation Workflow
Level 1 (L1)
Level 1 (L1)
Escalate to L2 to ensure all troubleshooting steps were completed.
Escalation must be done via Tasks in Zendesk.
Level 2 (L2)
Level 2 (L2)
Review to confirm all troubleshooting steps were correctly performed.
If any steps are missing:
Contact the customer and guide them through the missing troubleshooting.
If the issue persists after final troubleshooting, escalate to Alan (via Tasks).
If all steps were already done, escalate directly to Alan for refund decision.
Level 3 (L3)
Level 3 (L3)
Reviews the case and leaves notes on the approval or denial decision.
Sends the case to the CS Team for further processing.
Note: Refund requests for purchases made via the Swann Store can be directly handled by the CS Team, as the process is straightforward.
Note: Refund requests for purchases made via the Swann Store can be directly handled by the CS Team, as the process is straightforward.
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