📝Flagged Tickets View in Zendesk

A dedicated Flagged Tickets View has been implemented in Zendesk to monitor cases flagged by Customer Service representatives.

Definition and Purpose

A flagged ticket occurs when our customer service agents mark a case where a seller is violating our contractual rules related to customer service case handling (e.g. return received on 10/04 and still no refund issued on 25/04), negatively impacting the customer experience.

How to Find Flagged Tickets

The ticket will appear in the flagged ticket view, together with the reason why the case was flagged and what action is needed from you:

Views with the "Seller action needed" visible:

Actions to Take with Flagged Tickets

Please check the case by case and their specific reasons for being reported and the action required from your side:

E.g. Answer Needed - Pending Reply to CS/Customer — This case was flagged by our customer service team because either the customer or CS agent has been waiting for your reply for more than 24 hours.

Actions After Ticket Was Handled

• Inform our CS agent with an internal note that you took the desired action.
• Submit the ticket the correct status.
• The ticket will disappear from your view once you have provided a concrete answer helping the case resolution.

🎭 External Emails from Seller Performance

In addition to having the ticket in the case reporting view, you will also receive an external email from the Seller Performance team (outside the Zendesk ticketing tool) regarding the specific Customer Service case. For some scenarios, these emails are sent automatically and already include a deadline for case resolution. In other cases, the emails are sent manually by the Seller Performance team.

Automated Notifications

• Missing Replies to the Customer´s Request: cases where the customer has not received any response from you for more than 24 hours (on business days)
• Long Return Processing Time: refund or repair/replacement delays (exceeding 5 business days)
• Shipment Issues: Empty parcels, lost shipments, damaged packaging etc.
• Missing Free Return Label: no free return label was sent to the customer despite their request

Manual Communication

• Unclear warranty exclusion
• Lack of cooperation in the case resolution
• Complex cases

Required Seller Actions

1. Read carefully the email and the required action from your side
2. Read carefully the (urgent) ticket and make sure that the necessary information for the case resolution was gathered
3. Check our rules for CS case handling in the Seller Guide or Quality Charter
4. Take action according to our rules
5. Inform the CS agent or the customer in the respective ticket, once the action has been taken
6. An answer to the seller performance email is not necessary, if you have taken the required action in the ticket before the deadline

Missed Deadlines - Consequences

When a deadline is not met and the required action according to our rules was not taken before the deadline, our CS agents will take over the case. Any costs coming from the case resolution will be charged to your account.

Objections

You have the right to object to a flagged ticket. To do so, please reply to the Seller Performance email and include the following:

• Reason of the objection
• Clear and concrete evidence
• Reference to the Seller Guide and Quality Charter
• Proposed solution

🚨Please note that objections lacking one of the points mentioned above will not be considered.

💯 Impact on the Seller Performance Rating

Flagged tickets currently do not impact your SPR. However, please note that reported cases are often associated with urgent issues and dissatisfied customers, which may still influence your Urgent and Customer Satisfaction (CSAT) scores. Therefore, it is essential to consistently adhere to our established guidelines for handling Customer Service cases.