Order Issue & Escalation Process

Objective
This SOP provides guidelines on how to use MHJ’s Order Issue & Escalation Tracker and other support tools to ensure accurate logging, escalation, and resolution of customer and order-related issues.

Scope

Applies to all MHJ Customer Support Agents, Team Leads, designated Operations staff, and Supplier (Bowen)

Responsibilities

• Bram: Provides strategic oversight, reviews escalated issues requiring higher-level decisions, and ensures alignment of customer support operations with company goals 

• Agents: Accurately record issues in the designated files, escalate when necessary, and ensure tickets are updated with supporting screenshots. 

• Bowen: Manages Out-of-Stock, Incorrect Address, Pick-up/Return Orders, and sourcing alternatives.

• Kim: Manages back-end related concerns/issues, e.g, product-related issues such as OOS, Order processing delays, Shopify issues, Store and website issues, Supplier communications, etc.

• Loise: Manages access to designated files, chargebacks, and high fraud risk logs, ensures compliance, and reviews reporting accuracy.
  

1. Procedures

1.1 Order Issue & Escalation Tracker

Document: MHJ Problem Order | NL-Bowen | Report Issue

• Out of Stock (c/o Kim & Bowen)

  • Bowen logs orders with out-of-stock items.

  • Kim provides alternatives to Bowen, then Bowen sources from the given options.
    
    

• Order Processing Delay (c/o Kim)

  • Kim logs orders at risk of delay.

  • She escalates to Bowen for follow-up to avoid further delays and confirm the cause.
    
    

• Requests

  • CSRs log requests (e.g., hold, modifications, tracking, proof of delivery) here.

  • CSRs must:

    • Log in the sheet.

    • Post request in WhatsApp – #9408 MHJ Support NL-Bowen channel.

    • Take a screenshot of both (Sheet+WhatsApp post).

    • Attach a screenshot to the internal note of the ticket.
      

• Item Issue

  • CSRs log reshipment issues (broken, incorrect, missing, not as described) here.

  • Same escalation process:

    • WhatsApp – #9408 MHJ Support NL-Bowen channel + Sheet + screenshot in ticket.
      
      

• Incorrect Address Order

  • Bowen logs orders that need customer confirmation (shipping, phone, name, tax #) here.

  • CSRs must contact customers to confirm details.

  • Add an internal note with a screenshot of the sheet for reference.
    
    

• Pick Up Order / Return to Sender (RTS)

  • Bowen logs orders requiring customer pickup or RTS here.

  • Agents:

    • Email customers with pickup instructions.

    • If RTS and customer requests reshipment → confirm shipping address.
      
      

• Ticket Issue

  • Agents log new or trending ticket issues (e.g., missing jewelry inside the box, recurring product defect) on this Incident Report Form.

  • Purpose: Monitor recurring or urgent issues for higher escalation.

1.2 Chargebacks & Fraud Risk 

        Document: Chargebacks & High Fraud Risk

• Managed by Kim and Loise

• Logs include:

  • Shopify Chargebacks.

  • Chargeback.io cases.

  • High-risk fraud orders.
    

1.3 Finance File

        Document: MHJ Problem Order | NL-Bowen | Refunds/Reshipments Form | MHJ | Refunds Tracker 2025

• BIG5 Refund:

  • CSRs must log all refunds, reshipments, or store credits that have been approved and processed here.

  • All reshipments that are added here and tagged "done" should reflect here.

1.4 Workflow Board

Document: MIRO Board

• Contains workflow, guidelines, and macros.

• CSRs must use this as a reference.

• The board is regularly updated, so please always review the latest edits before responding. 

  • IMPORTANT: Do not simply copy and paste responses. Make it a habit to read and understand the content before using canned replies from the Miro Board, and ensure your response is appropriate to the customer’s situation.
    

1.5 Proofs of Items Delivered

Document: Google Drive Folder

• Agents upload photos of items received by customers with issues (broken, missing, incorrect, misfit).

• Copy the album link from here and record it in the Product Issue Sheet.

2. Compliance

• All requests/issues must be logged using the templates, and screenshots must be attached to tickets in FD's internal notes.

• Failure to follow proper logging/escalation may result in delays, errors, and corrective action.

3. Revision & Updates

• This SOP is subject to periodic review and updates.

• Always use the most recent versions of the referenced sheets and boards.