Root Cause = Why did the customer contact us?
3PL Adjustment -OOS -When a customer initiates a ticket because their order was adjusted due to out-of-stock (OOS) inventory.
3PL Cancelled Entire Order - Error - When a customer initiates a ticket because their entire order was canceled due to a 3PL error.
3PL Cancelled Entire Order - OOS - When a customer initiates a ticket because their entire order was canceled due to OOS.
3PL Communications - General 3PL email communications to the warehouse to cancel or modify an order request.
Account/ Billing - Payment Declined - When a customer initiates a ticket because their payment was declined, outside of fraud
Account/Billing - Afterpay - When a customer initiates a ticket for an order issue caused by Afterpay.
Account/Billing - Klarna - When a customer initiates a ticket for an order issue caused by Klarna.
Account/ Billing - Invoice Request - When a customer initiates a ticket to request a copy of their invoice (aka order details page)
Account/Billing - PayPal - When a customer initiates a ticket for an order issue caused by PayPal.
Account/Billing - Shoprunner - When a customer initiates a ticket for an order issue caused by Shoprunner
Account/Billing - Return Refund Inquiry - When a customer initiates a ticket to inquire about the refund status for their returned order
Account/ Billing - Update Email - When a customer initiates a ticket to request their email address is changed on either the order details page or their account page.
Account/Billing - Other - When a customer initiates a ticket for an order issue caused by another 3rd party payment processing system.
Auto-Reply Message - When a ticket is initiated due to an active automated reply message.
Brand Feedback - Negative - When a customer initiates a ticket to share negative BRAND feedback, no products are mentioned.
Brand Feedback - Positive - When a customer initiates a ticket to share positive BRAND feedback, no products are mentioned.
Cancel Order Request - Accidental Order - When a customer initiates a ticket to request their order be canceled because it was placed on accident.
Cancel Order Request - Duplicate Order - When a customer initiates a ticket to request their order be canceled because an identical order was already placed
Cancel Order Request - Forgot to Add/Remove item - When a customer initiates a ticket to request their order be canceled because they forgot to add or remove an item before placing an order.
Cancel Order Request - No Longer Want - When a customer initiates a ticket to request their order be canceled because they no longer need/want it
Cancel Order Request - Retract - When a customer initiates a ticket to inform us they no longer wish to cancel their order and confirm they wish to keep it instead.
Cancel Order Request - Shipping Delays - When a customer initiates a ticket to request their order be canceled because it has taken too long to ship
Cancel Order Request - Other - When a customer initiates a ticket to request their order be canceled for another reason, outside of the cancel order request categories listed above
Discount Code - Did Not Work, Expired - When a customer initiates a ticket because their promo code was not applied to the order, due to it being expired
Discount Code - Did Not Work, T&C - When a customer initiates a ticket because their promo code was not applied to the order, due to not reading the T&C, and an ineligible item was added.
Discount Code - Did Not Work, Technical Error - When a customer initiates a ticket because their promo code was not applied to the order, due to a technical error outside of the customer's control.
Discount Code - Expiration Inquiry - When a customer initiates a ticket because they wish to inquire when their promo code will expire.
Discount Code - Forgot To Add - When a customer initiates a ticket because they forgot to add their promo code prior to placing an order.
Discount Code - General Inquiry - When a customer initiates a ticket because they have a general question about a promo code, outside of the discount code categories listed above.
External Opportunity - Donation/Sponsorship - When someone initiates a ticket to request a donation or sponsorship.
External opportunity - Legal Soliciting - When someone initiates a ticket to offer general legal services.
External Opportunity - PR/Collaboration- When someone initiates a ticket to request PR or collaboration.
External Opportunity - Sales/Marketing -When someone initiates a ticket to pitch a service for sales or marketing.
External Opportunity - Wholesale - When a company initiates a ticket to inquire about becoming an authorized 3rd party seller.
Fraud - Chargeback - When a customer initiates a ticket for an order with an active chargeback or we suggest filing a chargeback because we are unable to issue a refund or reshipment.
Fraud - Order Cancelled - When we identify a customer purchased with a stolen payment or other indicators suggest fraudulent activity and the order is canceled.
Fraud - Order Verification Check - When CS needs to initiate a ticket to confirm customer information for a high or medium-risk order.
Fraud - Reseller - When we identify a customer that purchases regular high volumes and has reported multiple issues with past purchases.
Fraud - PR Solicitor - When a customer initiates a ticket because they received a false PR/collaboration email from a scammer posing as a FORMA employee
Fraud - Unauthorized Order Placed - When a customer initiates a ticket to inform us that their credit card has been used in an unauthorized transaction.
Fulfillment Issue - Incomplete/Missing - When a customer initiates a ticket due to the order arriving incomplete or missing items purchased.
Fulfillment Issue - Received Duplicate Shipment - When a customer initiates a ticket to inform us, they received a duplicate shipment for 1 order.
Fulfillment Issue - Wrong Product - When a customer initiates a ticket to inform us, they received the wrong product.
Fulfillment Issue - Other - When a customer initiates a ticket to inform us of another fulfillment issue, outside of the fulfillment issue categories listed above.
General Inquiry - When a customer initiates a ticket to ask a general question, not related to any other root cause category listed.
General Inquiry - Return Instructions - When a customer initiates a ticket to inquire about how to go about returning an unwanted item or entire order. This should not be selected if a return is being initiated.
General Inquiry - Ship to Country - When someone initiates a ticket inquiring if we are able to ship to their country/international address successfully
General Inquiry - Where to Buy - When someone initiates a ticket regarding the details of where they can purchase FORMA brand products.
General Inquiry - Wrong Company - When someone initiates a ticket regarding information for a non-FORMA brand.
Gift Card Inquiry - Balance - When a customer initiates a ticket to inquire about the balance of their gift card.
Gift Card Inquiry - Other - When a customer initiates a ticket to inquire about their gift card, outside of the categories listed above.
Injury/Legal Threat - When a customer initiates a ticket and claims injury or threatens to take legal action against any FORMA brand.
Internal Transfer - People Team/HR - When someone initiates an inquiry concerning something that requires further action from the People Team/HR Dept.
Internal Transfer - Wholesale - When a known wholesale partner initiates an inquiry concerning something that requires further action from Wholesale.
Internal transfer - PR/Marketing - When someone initiates an inquiry concerning something that requires further action from PR/Marketing.
Internal transfer - Operations - When someone initiates an inquiry concerning something that requires further action from Operations.
Internal Transfer - Accounting/Finance - When someone initiates an inquiry concerning something that requires further action from Accounting.
Modify Order - Add Product - When a customer initiates a ticket to request their order be changed to add an additional item(s)
Modify Order - Change Address - When a customer initiates a ticket to request their address be updated.
Modify Order - Remove Product -When a customer initiates a ticket to request their order be changed to remove an item(s)
Modify Order - Other - When a customer initiates a ticket for an order modification, outside of the modified order categories listed above.
Order Status - Fulfillment Delay - Backordered - When a customer initiates a ticket to inquire about their order status that has been delayed, due to a backorder.
Order Status - Fulfillment Delay - General - When a customer initiates a ticket to inquire about their order status that has been delayed, due to another reason outside of a backorder.
Order Status - Inside Shipping SLA - When a customer initiates a ticket to inquire about their order status that is moving along without issues and/or within shipping SLA.
Order Status - No Order Confirmation - When a customer initiates a ticket to inquire about their order confirmation email because it was not received.
Order Status - Processing under 2 Business Days- When a customer initiates a ticket to inquire about their shipping/tracking for an order that has not shipped out but was placed less than 2 business days ago.
Order Status - Split Shipment - When a customer initiates a ticket regarding the details of their tracking details for an order that has more than 1 tracking number.
Order Status - Other - When a customer initiates a ticket because they have a general question about their order status, outside of the categories listed above.
People Team/HR Inquiry - When an employee initiates a ticket trying to get in touch with someone from the People team and/or regarding an HR matter.
Phone Call - No Interaction - When a customer initiates a ticket via phone call, but the agent is unable to communicate with the customer due to external factors or the line drops before we are able to interact with them.
Phone Call – Transfer Request - When a customer initiates a ticket via phone call and request to speak with a non-Customer Service department or employee
Product - Cruelty-Free Inquiry - When a customer initiates a ticket to inquire about a product or brand is cruelty-free.
Product - Expiration/Shelf-Life Inquiry - When a customer initiates a ticket to inquire about the expiration or shelf life of a product.
Product - Ingredients Inquiry - When a customer initiates a ticket to inquire about specific ingredients unused in our product(s)
Product - Positive - When a customer initiates a ticket to share positive PRODUCT feedback, not brand specific.
Product - Recommended Instructions - When a customer initiates a ticket to inquire about how to properly use a product based on the intended use/directions.
Product - Restock Inquiry - When a customer initiates a ticket to inquire when an unavailable product will be back in stock on the website.
Product - Shade Inquiry -When a customer initiates a ticket to inquire about product shade recommendations.
Product - Suggestion - When a customer initiates a ticket to inquire about general product recommendations.
Product - Vegan Inquiry- When a customer initiates a ticket to inquire about a product or brand being vegan.
Product - Other - When a customer initiates a ticket to inquire about other product-related questions, outside of the product categories listed above.
Product Issue - Adverse reaction - When a customer initiates a ticket to inform us, they had a negative product experience due to an adverse reaction (includes but is not limited to an allergic reaction, rash, hives, burning, itching, etc.)
Product Issue - Defective - When a customer initiates a ticket to inform us, they had a negative product experience due to a product defect (includes but is not limited to dried out, fill rate, injury, mold, separation, tear, etc.)
Retail - Negative Experience - When a customer initiates a ticket to share feedback about a negative in-store shopping experience.
Retail - Positive Experience - When a customer initiates a ticket to share feedback about a positive in-store shopping experience.
Retail - Product Availability - When a customer initiates a ticket about inventory or product availability at a Morphe retail store.
Retail - Return Inquiry - When a customer initiates a ticket about returning a product for a purchase that was made at a Morphe retail store.
Retail - Rewards - When a customer initiates a ticket about a rewards discrepancy for a purchase that was made at a Morphe retail store.
Retail - Store Closure - When a customer initiates a ticket regarding the details of the US store closure and locations affected. This is not to be used for Return inquiries.
Retail - Store Number - When a customer initiates a ticket regarding the details of a retail store phone number - Either Morphe or a 3rd party wholesale partner (Target, Ulta, Mecca, Selfridges, etc)
Retail - Transaction Discrepancy - When a customer initiates a ticket about a transaction discrepancy for a purchase that was made at a Morphe retail store.
Retail - Other - When a customer initiates a ticket about a Morphe retail store, outside of the retail categories listed above.
Return - Accidental Order - When a customer initiates a ticket to return an unwanted item or order that was placed accidentally.
Return - Did not want/Changed mind - When a customer initiates a ticket to return an unwanted item - outside of the following categories: not satisfied, accidental order, damaged or defective.
Return - Not Satisfied - Shade Too Dark - When a customer initiates a ticket to inform us, they were overall unsatisfied with a product, due to the shade being "too dark" - no damage/defective were experienced.
Return - Not Satisfied - Clumpy - When a customer initiates a ticket to inform us, they were overall unsatisfied with a product, due to it being "clumpy" - no damage/defective were experienced.
Return - Not Satisfied Fallout/Flakey - When a customer initiates a ticket to inform us, they were overall unsatisfied with a product, due to it causing fallout or being "flakey" - no damage/defective were experienced.
Return - Not Satisfied - Low Quality - When a customer initiates a ticket to inform us, they were overall unsatisfied with a product, due to the lack of "quality" of the product or packaging - no damage/defective were experienced.
Return - Not Satisfied - Pigment- When a customer initiates a ticket to inform us, they were overall unsatisfied with a product, due to it being "not pigmented" enough - no damage/defective were experienced.
Return - Not Satisfied - Shade General - When a customer initiates a ticket to inform us, they were overall unsatisfied with a product, due to the "shade", but does not state either too light or too dark - no damage/defective were experienced.
Return - Not Satisfied - Shade Too Light - When a customer initiates a ticket to inform us, they were overall unsatisfied with a product, due to the shade being "too light" - no damage/defective were experienced.
Return - Not Satisfied - Texture/Feel - When a customer initiates a ticket to inform us, they were overall unsatisfied with a product, due to the texture of the product or overall feel was not as expected - no damage/defective were experienced.
Return - Not Satisfied - Size, Too Big/Small - When a customer initiates a ticket to inform us, they were overall unsatisfied with a product, due to the size not being as expected - no damage/defective were experienced.
Return - Not Satisfied - Other - When a customer initiates a ticket to inform us, they were overall unsatisfied with a product, outside of the not satisfied categories listed above - no damage/defective were experienced.
Return - Other - When a customer initiates a ticket to return an unwanted item or entire order - for other reasons outside not being satisfied, damages, defects, or accidental orders.
Rewards - Account Login - When a customer initiates a ticket to request assistance with their Rewards account login credentials, this includes a password reset.
Rewards - Birthday - When a customer initiates a ticket to inquire why they have not received their birthday reward.
Rewards - General - When a customer initiates a ticket to inquire about their rewards account.
Rewards - Missing - When a customer initiates a ticket to inform us, they are missing rewards in their account.
Sample Request - When a customer initiates a ticket to inquire about samples for our product.
Shipping Issue - Damage - When a customer initiates a ticket to inform us, they received a damaged item or order.
Shipping Issue - Delivered Not Received - When a customer initiates a ticket to inform us, they're tracking was marked as delivered, but they did not receive their package.
Shipping Issue - Label Created, No Movement - When a customer initiates a ticket to inform us their tracking has not moved past the initial step of "label created."
Shipping Issue - Lost - When a customer initiates a ticket to inform us, they have not received their order and the tracking has stopped updating and has not been delivered.
Shipping Issue - Order Delayed - When a customer initiates a ticket to inform us, they have not received their order, however, the tracking has been updating regularly, it's just taking longer than expected.
Shipping Issue - Return to Sender - When a customer initiates a ticket to inform us their order has been marked as returned to sender.
Shipping Issue- Duties/Taxes/Fees - When a customer initiates a ticket to inquire about duties, taxes, or fees associated with shipping their order.
Shopify Alerts- When a ticket is created due to a Shopify-generated alert.
Spam - When a ticket is not an order or customer related.
Shipping Issue - Invalid Tracking - When a customer initiates a ticket to inform us the tracking number they were provided does not work - or the link is broken.
Shipping Issue - Other -When a customer initiates a ticket to inform us about another issue regarding their tracking, outside of the shipping issues listed above.
Unsubscribe - Data Removal - When a customer initiates a ticket to request their data be removed from our systems.
Unsubscribe - Email Marketing - When a customer initiates a ticket to request help being unsubscribed from email marketing.
Unsubscribe - Subscription - When a customer initiates a ticket to request help unsubscribing from a reoccurring subscription.
Website - 3rd Party - When a customer initiates a ticket to inform us about an unauthorized 3rd party reseller/website/Facebook page/etc.
Website - Account Login - When a customer initiates a ticket to request assistance with their Shopify account login credentials, this includes a password reset.
Website - Tech Issue - Checkout - When a customer initiates a ticket to inform us, they are unable to place an order online due to a tech issue.
Website - Quantity Threshold - When a customer initiates a ticket to inform us, they are unable to place an order online due to the quantity threshold limits (more than 5 units per SKU).
Website - PDP Error - When a customer initiates a ticket to inform us there is an error, either photography or other content, on a product description page (PDP)
Website - Sale Inquiry - When a customer initiates a ticket to obtain more information about a sale, the sale's T&Cs, or product eligibility.
Website - Other -When a customer initiates a ticket to inquire or obtain more information about our website.