Kayako Ticket/Issue Types

TYPE	CONCERNS
ACCOUNT ISSUE	- Login Issue / Password Reset - After-sales Payment Issue (Extra/Double Payment/Charges, Failed Coupon/Discount Codes, Tax Invoice Request) - Change of Email Address - Change of Shipping Details - Order Status, Duplicate Orders, Presale Items - After-sales Address Issue - Newsletter Subscription / Unsubscribe - Deactivate / Delete Account
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, 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 - Overheating / Smoke - Explosion - Fire - Choking hazard for children - Radiation Issue
NOT AS DESCRIBED	- Wrong information on website / Listing - Incorrect Manual information - Misleading information provided to the customer
MISSING PARTS	- Missing/Incorrect parts or accessories in the package
MORE TO PAY	- Customer agreed to pay redelivery fees for RTS item - Customer agrees to buy part/s or same item as replacement for the out of warranty order.
NEWSLETTER/PROMOTION	- Ads, Newsletters, Promotions, Spam emails
OUT OF WARRANTY	- Out of the warranty period
INQUIRY	- Product Inquiries - Postage Inquiries - Inquiry on Product Discounts / Coupon Codes / Vouchers (Presales) - Product Installation/Assembly/Operation/Usage - Copy of Manual - 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) - For order related requests from Steve, Sarya or Skye
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 that originated from Inquiry (No Payment) - Placing or Paying Order/s (originated from Inquiry) - Pending Sales (pending/cancelled orders)
TASK	- For Kayako System Use Only

Ticket/Issue Types are primarily determined based on the customer's concern or inquiry. However, in an instance that a customer has filed a false, incorrect or invalid claim, the correct and proper ticket/issue type should be selected based on our guidelines and policies. In an instance that a claim cannot be determined yet as valid and correct due to lack of information such as descriptions and proofs (photos/video), the ticket/issue type should be set to the closest and best possible one but it must be updated to the correct and proper one once the required information is provided by the customer.