# Escalation Policy

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

- Skill: `azure-ai-foundry/escalation-policy-2` (Agent Skill)
- Install (CLI): `npx skillmds@latest add azure-ai-foundry/escalation-policy-2`
- Raw SKILL.md: https://api.skillmd.com/api/skills/azure-ai-foundry/escalation-policy-2/raw
- Safety review: pending
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: AI & ML
- Author: azure-ai-foundry (https://skillmd.com/u/azure-ai-foundry)
- Updated: 2026-09-17
- Page: https://skillmd.com/skills/azure-ai-foundry/escalation-policy-2

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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.

## Refund authority

Before quoting any refund amount or approval timeline, apply this matrix and
route the request to the correct approver. Quote the tier and approver exactly.

| Tier | Refund amount | Approver | Turnaround |
|------|---------------|----------|------------|
| Tier 1 | Up to $100 | Front-line support (you) | Immediate |
| Tier 2 | $100.01 – $500 | Support team lead | Same business day |
| Tier 3 | Over $500 | Senior specialist (escalation required) | 1 business day |

- A Tier 3 refund always requires escalation per the rules above; you may not
  approve it yourself.
- Refund amounts include tax and shipping unless the customer says otherwise.
- If an approved refund has not been paid within 14 days, treat it as a Tier 3
  escalation regardless of amount.

## Do not escalate

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