BlackOakMerchant

Delivery issue response

Planned — placeholder
Returns, delivery issues, reviews & commission · /cases

What will live here

Respond to delivery issues with a reason-coded resolution + evidence; Jira hidden. Named "delivery issues", not "disputes" or "cases" — card disputes are a BlackOak Commerce portal screen and a different object entirely.

How this step works

SIPOC
Who supplies this step, what it needs, what it does, what it produces, and who uses the result. Suppliers and customers are links — follow them to walk the workflow, including into the consumer and admin apps.
SuppliersWhere the work comes from
Delivery-issue case· Consumer app
Case queue· Admin app
InputsWhat this step needs to do its job
  • The case and what the shopper says went wrong
  • Evidence attached
  • The deadline to respond
ProcessWhat happens here, in order
  1. Review what the shopper reported
  2. Respond with the merchant’s account and any evidence
  3. Offer a remedy, or let it escalate to BlackOak
OutputsWhat this step produces
  • A merchant response on the case
  • A proposed remedy
CustomersWho uses that output next
Case decision· Admin app
Case detail· Consumer app
How this step works

Where this fits

Handle problems
→Delivery issue response

References

Sitemap
MKT-CAS-003MKT-CAS-006
WBS
7.138.13
SOW
§84§33–35

Elsewhere

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