Compare the customer complaint with the transaction records before assigning a root cause.
Set up the work
- Review the listing and purchase terms.
- Trace payment, delivery and support events.
- Identify where the experience diverged from the promise.
- Record unresolved questions and the owner of any fix.
A reason code can group different underlying problems. Keep the observed failure separate from a hypothesis about why it happened.
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.