Kayako Ticket/Issue Types

TYPE	CONCERNS
ACCOUNT ISSUE	- Login Issue / Password Reset - Payment Issue - Change of Email Address - Change of Shipping Details - Order Status - Address Issue - Newsletter Subscription / Unsubscribe
CANCEL ORDER	- Cancel Order
CHANGE OF MIND	- Eligible cases based on T&C's
COURIER/DELIVERY	- Courier Complaints - Loss (Under Investigation and Confirmed L.I.T.) - Tracking Info / ETA - Kitting/Partial Delivery - Delivery Status (In transit, Failed Attempted Delivery, Awaiting Collection at L.P.O., Item Delivered, Item RTS) - Courier emails (Pickup Request, Oversized/Overweight packages, Outside Serviceable Area)
DAMAGED ON ARRIVAL	- Within 14 Day Rule - Damaged in Transit
FAULTY	- Non-functional item
SAFETY HAZARD	- Sharp edged objects - Electrical issues - Smoke - Explosion - Fire
NOT AS DESCRIBED	- Wrong information on website / Listing - Incorrect Manual information - Misleading information provided to the customer
MISSING PARTS	- Missing/Incorrect parts in the package
MORE TO PAY	- Customer agreed to pay redelivery fees for RTS item
NEWSLETTER/PROMOTION	- Ads, Newsletters, Promotions, Spam emails
OUT OF WARRANTY	- Out of the warranty period
INQUIRY	- Product Inquiries - Postage Inquiries - Product Installation/Assembly - Item Stock/Availability Inquiries
QUALITY ISSUE	- Functional Items (Compensation) - With Cosmetic damages (scratch, minor dents, not affecting main function)
OTHERS	- No Orders - Not Item Related - Concerns/Issues that cannot be categorized into any of the types provided
SALES	- Closed Sales (Paid Only)
SYSTEM EVENTS	- For SE Team concerns - Address/Contact Number Request - Non-deliverables - Out of Stock (For SE only)
FEEDBACK	- Website Feedback - Item Feedback - Customer Service Feedback
WAREHOUSE	- Wrong item sent - Did not send - Paid orders not sent due to being out of stock - Dispatch delay - Wrong part sent (with RMA) - Incorrect quantity - Label Issue
POLICY	- COM claims beyond 30 Day period - DOA claims beyond 14 Day Rule - Ineligible claims for 30 Day COM - Voided warranty due to unauthorized repair, modification, or disposal of items
LEAD	- Potential Sales (No Payment) - Pending Sales (pending/cancelled orders)
TASK	- For Kayako System Use Only