escalation-rules

What problem does it solve?

Frontline support often lacks a consistent way to decide when a case requires escalation, which owner should receive it, and what information they need to act without re-triage; this Skill provides clear criteria and a required evidence bundle to prevent delays and preserve customer trust.

Core Features & Use Cases

• Clear escalation criteria for immediate, same-day, and standard handoffs covering safety, shipping failures, damage, refund judgment, fraud risk, and approval conflicts.
• Triage taxonomy that classifies cases into fulfillment, quality, approval, refunds, or trust so the correct team can own the next action.
• Required escalation bundle and language guidance to ensure every handoff includes order ID, timeline, evidence, summary, and a concise request, and to protect customer-facing tone.
• Use Case: When a customer reports a damaged figurine with photos and asks for a refund, use these rules to classify the case as quality/refunds, assemble the required evidence, and route to the financial or production owner with a clear request.

Quick Start

Prepare an escalation: classify the case (fulfillment/quality/approval/refunds/trust), attach order ID, customer contact, timeline, evidence and a one-sentence request for the receiving owner (investigate, approve refund, re-ship, or confirm).