Customer escalated issues should be the exception not the rule. 

There should be several opportunities to satisfy customer’s needs prior to a situation reaching Escalations (unless the inquiry is part of the escalation list).

Make sure you provide a better customer experience:

  • Read thoroughly through the customers’ concern, 
  • Do not take things personally 
  • Adopt a helpful mentality
  • Treat all customers equally (whether they are a new or repeat customer)
  • Always remember you are a representation of Morphe

Before Escalating an issue further, review the following questions:

  • Has this happened before?
  • Have the complaints been noted?
  • How often has the same complaint come up from different customers?
  • Has the same customer reported the issue previously?


Types of inquiries to forward to Escalations:

Account/Billing

  • Unable to locate the customer’s order after searching with their name, email, phone number, shipping address provided by the customer. 
  • Customer requests to Disable/Delete account
  • Unsubscribe from mailing list – Use canned response to reply, then escalate to remove from list
  • Customer was charged on AfterPay/PayPal or other payment method and an order cannot be located on Shopify Orders.
  • Customer is unable to access their account
  • Customer is requesting an invoice or VAT invoice request
  • Escalate email for Company inquiries 
  • Escalate any Employee inquiries

Allergic Reactions 

  • Customer has experienced an allergic reaction to a product

Damages

  • If product is outside of warranty based on order date 
  • Previous history of multiple damaged items Escalate for further review

 

Defective

  • Customer claims foreign object in product (hair, metal, etc.)
  • Spots on product
  • Product looks swatched/used
  • Product performance
  • Product safety

3PL 

  • Customer received product that is non Morphe or third party brand related (ie. Box cutter, warehouse utensils, etc.)
  • Customer receives multiple amounts of 1 product

Fraud

  • Fraudulent Orders (i.e. Medium Risk orders, reported fraud, etc.) 
  • High Risk Orders/High Value Orders 
  • Multiple Failed Payment attempts with different cards
  • Orders that have been sent a follow up email to confirm billing info 

General Inquiries

  • Employee Verification
  • Inquiries UPS or other shipping carriers

Incomplete

  • Customer has an order history of missing items

Influencer

  • Any customer general inquiry
  • Product issues or inquires
  • Ingredient question

Ingredients

  • Any ingredient specific inquiries
  • Vegan inquires
  • Cruelty free status

Order Delivered not received

  • Escalate if above $100
  • Multiple claims on account for delivered not received
  • Outside of 30-day return time frame
  • Customer is reporting second order delivered but not received

Retail

  • Retail/Store Feedback (ie. Employee complaint, product quality, etc.)
  • Eventbrite Feedback (ie. Meet-and-greets etc.)
  • Retail Instructions (ie. Outside 30-Day policy)
  • Customer is requesting prepaid label (PPL)
  • Trade Show Purchase

Additional Notes:

  • Any Errors Made by agent - Please escalate so that we can review

Example - Accidentally refunding entire order when a single item was returned, escalate to let us know of the error so that we review and fix or follow up.