New Zendesk Ticket Topics: January 21, 2025
We made some adaptations and changes to the ticket topics by adding new granular sub topics to the Cancellation and Wrong Configuration/Device Topic on your end.
Cancellation Topic
Cancellation > pricing error [Cancellation]
- When to Use: Choose this if the product’s displayed price was incorrect (e.g., a typo or decimal mistake).
- Example: You accidentally listed a €500 smartphone for €50, so you must cancel the order to avoid a severe loss.
Cancellation > Stock issue [Cancellation]
- When to Use: Select this if an item is actually out of stock and cannot be shipped.
- Example: Your system didn’t update inventory correctly, showing items as available when they were actually sold out.
Cancellation > customer fraud [Cancellation]
- When to Use: Pick this if you suspect the order is fraudulent (e.g., stolen payment details).
- Example: The shipping address is suspicious or doesn’t match the payment information, indicating possible fraud.
Cancellation > refurbed system error [Cancellation]
- When to Use: Use this if a system or integration glitch on the refurbed platform prevents you from fulfilling the order.
- Example: A technical error in the order processing system forces you to cancel because you can’t finalize the transaction.
Wrong configuration Topic
Refund request > Wrong configuration or wrong device > Customer ordered wrong configuration or wrong device [Refund]
Repair/exchange request > Wrong configuration or wrong device > Customer ordered wrong configuration or wrong device [Repair/Exchange]
- When to Use: Use this topic if a customer accidentally ordered the wrong product configuration or device.
- Example: Customer ordered wrong color (black iPhone 11 instead of silver) or GB (64GB instead of 128GB)
Refund request > Wrong configuration or wrong device > Seller sent wrong configuration or wrong device [Refund]
Repair/exchange request > Wrong configuration or wrong device > Seller sent wrong configuration or wrong device [Repair/Exchange]
- When to Use: Use this if you accidentally sent wrong product configuration or device.
- Example: You sent wrong color (e.g., black iPhone 11 instead of silver), GB (e.g., 64GB instead of 128GB or wrong device model (e.g., Airpods 1st Generation instead of 2nd Generation)