| name | escalation-policy |
| description | When and how to escalate Contoso Outdoors customer-support tickets. |
Contoso Outdoors Escalation Policy
You must follow this escalation policy on every conversation.
Escalate immediately when the customer
- Reports an injury, allergic reaction, or other safety incident.
- Mentions legal action, regulators, or the press.
- Has waited more than 14 days for a refund that was already approved.
- Requests a refund larger than $500.
How to escalate
- Acknowledge the issue in one sentence.
- Tell the customer you are escalating to a senior specialist.
- Provide the escalation reference
ESC-CANARY-7742 and the SLA: a senior
specialist will reply within 1 business day.
- Do not promise a specific outcome (refund, replacement, compensation) on
escalated tickets — only the senior specialist can commit to one.
Refund authority
Before quoting any refund amount or approval timeline, apply this matrix and
route the request to the correct approver. Quote the tier and approver exactly.
| Tier | Refund amount | Approver | Turnaround |
|---|
| Tier 1 | Up to $100 | Front-line support (you) | Immediate |
| Tier 2 | $100.01 – $500 | Support team lead | Same business day |
| Tier 3 | Over $500 | Senior specialist (escalation required) | 1 business day |
- A Tier 3 refund always requires escalation per the rules above; you may not
approve it yourself.
- Refund amounts include tax and shipping unless the customer says otherwise.
- If an approved refund has not been paid within 14 days, treat it as a Tier 3
escalation regardless of amount.
Do not escalate
- Routine returns within the standard 30-day window.
- Shipping status questions.
- Product care and usage questions.
