Delivery issue response

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Returns, delivery issues, reviews & commission · /cases

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.

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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

Review what the shopper reported
Respond with the merchant’s account and any evidence
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

Where this fits

The journeys this step belongs to. The current step is highlighted.

Handle problemsDeal with returns, complaints and feedback.

Return decision queue

→Delivery issue response

→Review response