4AM MediaKnowledge Base SystemInternal support library

CSR workspace

Escalation directory

Escalation Sheets

Open the correct tracker or portal for refunds, marketplace inquiries, shipment claims, specialist referrals, and follow-up cases.

Trackers11
Primary useCase routing
Access typeTeam tools
01Refund follow up (Beyond TAT) Escalation sheetFor customers that are reporting that refunds marked as successful have not been received after 10 business days. For refunds showing as failed, retry processing after an hour. If the refund fails again, please track the issue.024AM Marketing Email - Response TrackerThese emails must be responded to as required, must not be closed or merged, and should always be assigned to Mary Rose Panti for tracking and monitoring.03Shopify Refund Requests & Follow UpThis escalation sheet is used to track Shopify Refund Requests & Follow Ups. Orders should be escalated for refund if they cannot be found in Sticky but are created in Shiphero. If the order does not appear under the customer’s email, search using the customer’s name or any other available details. All possible search methods must be exhausted before proceeding with escalation.04Amazon | Walmart | eBay InquiriesThis escalation sheet is used to track Amazon, Walmart, and eBay inquiries for orders that were placed directly through these marketplaces and requesting proper review and follow-up.05OHA - Refund Push back Tagging SheetThis escalation sheet is used for OHA Refund Push Back Tagging on OHA orders where Save and Upgrade offers have already been made and require proper tagging and follow-up.06OHA Hearing Specialist Referrals / Consultation PortalThis escalation sheet is used to schedule customers with our Audiologist, Cindy. When a consultation has been offered, promptly update the sheet by adding the client’s complete details.07DHL Re-Shipment Claim TemplateThis escalation sheet is used as a tracker to log customer-reported tracking or packing issues—such as lost or delayed shipments, incorrect delivery, damaged items, incomplete orders, or wrong items—so the warehouse team can quickly investigate and resolve them08CSR Manual Creation TrackerThis escalation sheet is used to document and track all brands that require manual order creation or reshipment requests.09NEW Undelivered Message EscalationThis escalation sheet is used to track and manage email messages that failed to send or were returned as undeliverable, ensuring timely investigation and resolution of delivery issues.10Return Label Request for Customers without valid email (socmed)This escalation sheet is used to document and track return label requests for customers who cannot receive emails, ensuring their return labels are sent through Facebook Messenger when email delivery is not possible. This helps maintain a seamless, reliable, and well-tracked alternative communication method.11Request Follow-up Escalation SheetUse this tracking sheet to escalate customers who call to follow up on an email response regarding their return request. Logging these cases enables coordination with the Email Team and allows us to request priority handling for customers awaiting a response.