Mandatory Tagging & Ticketing Format – Quality Complaints

Tag Type
Tag Options
Main Tag
Quality Complaint
Sub-tags
Rotten Smell
Old Stock
Texture Change
Color Issue
Status
Open → When ticket is created
Pending TL Approval → While waiting on TL/AM
Resolved – Replacement → If exchange is approved and done
Resolved – Refund → If refund processed
Channel
Voice / Chat / Email (Select based on customer contact mode)


Important Notes for Agents:

✅ All tags must be selected at the time of ticket creation or update.

✅ Ensure TL approval is received and mentioned in CRM notes before tagging as Resolved.

✅ Do not close ticket unless RCA is updated and status is correct.