Escalated Customer Tickets : Groupon Goods Marketplace

Escalated Customer Tickets

Sometimes it may seem that a new or on-going Customer Ticket can no longer be located in the Gateway "Tickets" portal.

This generally indicates the ticket has been “escalated” to Groupon Customer Service due to merchant unresponsiveness-- but “Escalated” tickets can and should still be handled by merchants to avoid further penalty to their account.

This article will explain how to find your "Escalated" tickets, and how to avoid tickets becoming escalated in the first place.

Avoiding Ticket Escalations

Whenever your customer sends you a message, you must provide a response within 24 hours. This includes new tickets AND existing unresolved tickets.
Failure to respond within this 24-hour timeframe will result in your ticket being "escalated" to Customer Service. When tickets are escalated, the result is often a refund being issued to the customer!
Understand the different types of ticket status and ticket reply options, and use them to your advantage. Review this related support article: "Replying to Customer Tickets"
Be sure you have "notify@r.groupon.com" whitelisted on the email client associated with your merchant account, so you don’t miss any notifications.

Finding "Escalated" Customer Tickets

When a ticket does not receive a response within 24 hours, it is automatically escalated to Customer Service, who will attempt to assist the customer in your absence.

Merchants can still add new replies to “Escalated” tickets, but must search “Escalated” In the Filters field to find them.

Click here for a video walkthrough of how to find your Escalated tickets in Gateway.

Tickets escalated due to an unresponsive merchant often result in refunds, so make sure you check for "Escalated" tickets at least once a day, also!

Still can’t find your ticket?

If you still can’t find your ticket after using the “Escalated” filter in Gateway, please open a new ticket on the Merchant Success Support Portal, following the steps listed below:

Set the subject line to “RE: Gateway - Missing Customer Ticket”
In the body of your ticket, provide as much of the following as possible…
- The associated Order ID (beginning with “GG-...”)
- The approximate date this ticket was last accessed
- Supporting screenshots (related e-mails, ticket portal view, error messages, etc.)

Metric	Description	Score	Goal
Overall Performance	Overall Scorecard Health		100%
Tracking Uploaded On-Time Rate	The rate at which orders receive a tracking number upload from the merchant within 2 business days of the order being placed.		>98%
Tracking Movement On-Time Rate	The rate at which an order's tracking number shows movement on the carrier's website within 3 business days of the order being placed.		>97%
Cycle Time	Average time elapsed between the date an order is placed, and the date that order is marked delivered.	Days	<6 Days
Customer to Merchant On-Time Response Rate	The rate at which tickets and messages created by customers receive a response within 1 business day.		>95%
Cancellation Rate	The rate at which orders placed are then cancelled by the merchant prior to tracking upload.		<0.5%
Return Rate	The rate at which successfully placed orders are returned/refunded after tracking has been uploaded.		<0.5%
Customer to Groupon Contact Rate	The rate at which orders received by the merchant result in customers contacting Groupon Customer Service.		<1.4%
Customer to Merchant Contact Rate	The rate at which orders received by the merchant result in customers opening a ticket to contact the merchant directly.		<3.6%
Customer Satisfaction Score	The rate of customers indicating satisfaction with their merchant’s customer service following a ticket being marked “Solved”.		>70%

Finding Escalated Tickets

's Scorecard