CASE OWNERSHIP

Case Ownership

Start

Confirm which actions you should take to make sure you comply with the Ownership Guidelines

A customer contacts you

...regarding an issue that is being handled in another case from another advisor

...regarding a different issue from the one being handled in a different case from another advisor

...regarding same issue as the one in a CLOSED case that was handled by another advisor

CALL

Handle the case as per guidelines, making sure to log the call on the caseWas the query Solved?YES: Assign the case to yourself, update it and Solve it.NO: Log the call, update the status to On Hold/Pending, and leave the case with the original owner.

CASE

Solve the New case as Duplicate and relate it with the existing one. Handle the query (ie: forward photos to another department, check refund status, book a return, etc)Was the query Solved?YES: Assign the parent case to yourself, update it and Solve it.NO: Write a post with a Summary of the actions taken, update the status to On Hold/Pending, and leave the case with the original owner.

CALL

If necessary, create a new case for this new issue and handle the case normally.

CASE

Handle the case normally.

If it is a completely different issue and there is no reference to the subject handled in an existing case, then it is not a Duplicate.

CALL

If necessary, create a new case for this new issue and handle the case normally.

CASE

Handle the case normally.

If it is a completely different issue and there is no reference to the subject handled in an existing case, then it is not a Duplicate.

CALL

If necessary, create a new case for this new issue and handle the case normally. You can check which actions were taken on the CLOSED case to help you with assisting the customer.

CASE

Handle the case normally.You can check which actions were taken on the CLOSED case to help you with assisting the customer.

Since the case is NEW and we are unable to close it as Duplicate, it will be handled by the new agent taking it.