Ticket Drills

What are ticket drills?

All orders used to calculate a score are visible in the complementary ticket drills in the Seller Performance Report.

Tickets shown double / multiple times in the ticket drills

• If a customer opens multiple tickets with the same ticket subtopic (e.g., “twice display”), the ticket IDs are shown multiple times in the ticket drills for overview purposes, but they will affect your performance score only once.
• If tickets for one order ID have different subtopics (battery and camera), they will be counted as two tickets in the score calculation, as they represent two different issues.
• Ticket topic Repairs or Exchanges > Defective Product > Other: counts toward the defect score and is shown in the defect ticket drills.
• Ticket topic Refunds/Exchanges > Other and No longer need the Product: does not count toward the defect and condition score.
• If multiple IMEIs have been uploaded for the same order item or if incorrect values (e.g. random text) have been submitted.
  These rows are displayed for transparency and to help you identify incorrect uploads.
  This does not mean the order affects your Defect Score multiple times. Each order is only counted once for the score calculation.

What is an “unshared ticket”?

• An unshared ticket is a customer support ticket that exists in our support system but is not shared with sellers (i.e., it isn’t visible/accessible in Zendesk).
  The ticket is handled by refurbed without needing seller involvement.

  For example: when a customer opens a second ticket for the same topic, our CS points them to an already opened ticket.

Do unshared tickets affect my Seller Performance scores?

• Unshared tickets do not impact your SPR. They are excluded from calculation of the score.

  These tickets are, however, still visible in the ticket drills. This is due to a current technical limitation on our side. We are currently working on removing unshared tickets from the ticket drills.

What should I do if I want to see the unshared ticket?

• If you believe an unshared ticket points to something that needs your clarification, you can:
  • Reach out to your contact person or to reporting@refurbed.com.
  • Please include the ticket ID as a reference so we can locate it and share it with you.

Why is the ticket still in my ticket drills, even though I successfully requested a ticket topic change?

• If the ticket topic change was successfully requested (you can see that the topic was changed for this ticket), but this ticket is still visible in the ticket drills, it is because there was a duplicate ticket with the same topic that was handled by our customer support and was kept unshared. Meaning you do not see this ticket and it was handled by our customer support.

  The unshared tickets are visible in the ticket drills, however they do not impact your performance score.