Ticket triage and refunds: every question

1. How you work today for your version, wk Nov 23

What we heard on our call on Oct 7, about how your team settles delivery claims today. Correct anything that's changed. Confirm each line, or write what's different.

1. You settle about 40 delivery claims a week. (Our call on Oct 7)
2. Claims come in by email and through your website's form. (Our call on Oct 7)

2. Who's involved for deep dives, wk Nov 16

At the deep dives we meet the people who handle claims today, each for about 45 minutes. Confirm each line, or write what's different.

• Owns it: Cal Duquette, customer service manager. Approves: Cal Duquette, customer service manager. Decides: Cal Duquette, customer service manager.
• Also: Dispatcher (name to come), joins the deep dives.
• Also: Noor Haddad, bookkeeper, not at the deep dives.

3. How it decides for your version, wk Nov 23

Which credits go out without asking, and who approves the rest. Confirm each line, or write what's different.

• Up to $75: goes ahead without asking.
• $75 to $500: your customer service manager.
• Over $500: your owner.
• Only the person at that level signs.

4. Rules and exceptions for your version, wk Nov 23

What your version does with the claims that aren't simple. Confirm each line, or write what's different.

1. A driver's scan is proof of delivery. (What we assumed)
2. What proof do you need before you pay a damage claim?
3. Which customers get a call before their claim is settled?

5. Your files for build and test, Nov 30 to Jan 8

Your written rules and a few past examples, so we build and test on your real work. Send them as they are; our NDA covers them.

1. Your claims policy, if it's written down.
2. Twenty recent claims, each with how it was settled.