# Ecommerce Complaint Triage Sheet

Sort a complaint before replying, so the reply addresses the real issue.

1. What the buyer says happened
   - Answer / fact:
   - Where it lives:
   - Who decides:
2. What the record shows
   - Answer / fact:
   - Where it lives:
   - Who decides:
3. Delivery or access status
   - Answer / fact:
   - Where it lives:
   - Who decides:
4. Whether a policy covers it
   - Answer / fact:
   - Where it lives:
   - Who decides:
5. Whether the issue is one-off or repeated
   - Answer / fact:
   - Where it lives:
   - Who decides:
6. Whether the fault is confirmed or unclear
   - Answer / fact:
   - Where it lives:
   - Who decides:
7. What the buyer is asking for
   - Answer / fact:
   - Where it lives:
   - Who decides:
8. What you may offer without approval
   - Answer / fact:
   - Where it lives:
   - Who decides:
9. What needs a second decision
   - Answer / fact:
   - Where it lives:
   - Who decides:
10. Whether a public review is threatened
   - Answer / fact:
   - Where it lives:
   - Who decides:
11. What evidence is needed
   - Answer / fact:
   - Where it lives:
   - Who decides:
12. Correct first reply
   - Answer / fact:
   - Where it lives:
   - Who decides:
13. Follow-up date
   - Answer / fact:
   - Where it lives:
   - Who decides:
14. Whether the root cause can be fixed
   - Answer / fact:
   - Where it lives:
   - Who decides:
15. Whether the policy or listing needs changing
   - Answer / fact:
   - Where it lives:
   - Who decides:
16. Case closed date
   - Answer / fact:
   - Where it lives:
   - Who decides:

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