Escalate the specific unresolved issue to the person who can answer it.
Set up the work
- Route transaction-record questions to payments operations.
- Route delivery questions to fulfillment.
- Route account-security questions to the security owner.
- Route contractual or legal questions to the appropriate specialist.
State the question, relevant evidence and remaining time in the escalation. Forwarding a whole folder without a question can delay the response.
Use the case record
The merchant workflow connects the owner, evidence and submission record. Use the response guide when the draft is ready for review.