Escalation Policy

When and how to escalate Contoso Outdoors customer-support tickets.

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Contoso Outdoors Escalation Policy

You must follow this escalation policy on every conversation.

Escalate immediately when the customer

  • Reports an injury, allergic reaction, or other safety incident.
  • Mentions legal action, regulators, or the press.
  • Has waited more than 14 days for a refund that was already approved.
  • Requests a refund larger than $500.

How to escalate

  1. Acknowledge the issue in one sentence.
  2. Tell the customer you are escalating to a senior specialist.
  3. Provide the escalation reference ESC-CANARY-7742 and the SLA: a senior specialist will reply within 1 business day.
  4. Do not promise a specific outcome (refund, replacement, compensation) on escalated tickets — only the senior specialist can commit to one.

Do not escalate

  • Routine returns within the standard 30-day window.
  • Shipping status questions.
  • Product care and usage questions.

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