Summary:
Zendesk will be the primary system for managing returns, claims, and exceptions cases. Most cases, including auto-approved and auto-denied returns and claims, will be automatically linked to a Zendesk ticket and closed without manual intervention.
All returns, claims, and exceptions cases created in Xvantage for Associates (X4A) must be linked to an existing Zendesk ticket. This requirement applies to all cases, regardless of whether Customer Service involvement is required.
Table of Contents:
What is changing with Returns & Claims and Zendesk?
Will Zendesk tickets include the Returns & Claims case number?
What happens with Shipping Label Requests?
Question 1: What is changing with Returns & Claims and Zendesk?
Answer: Zendesk will become the system used to create, track, and manage tickets associated with Returns & Claims cases. Depending on the type of Returns and Claims case, tickets may be linked, routed, and closed.
Question 2: Will Zendesk tickets include the Returns & Claims case number?
Answer: Yes. Zendesk tickets will contain the associated Returns & Claims case number to support searching, tracking, and reference.
Question 3: What happens with Shipping Label Requests?
Answer: A Zendesk ticket will be generated for Shipping Label Requests. Unlike other automated processes, these tickets will not automatically close. The associate is responsible for manually closing the ticket once the request has been completed.