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Our CSI Guidelines are designed to be both fair and reasonable to the customer and the fulfillers. They’re built into ATLAS so that when you’re resolving an issue, you follow the resolution options in the order provided.
While not listed in ATLAS, you should always offer to call the recipient and apologize before moving into the resolution options. This step shows empathy and helps rebuild trust. Review Article KA-03605 to learn how to offer apology calls.
Other resolutions you may see include:
COMPENSATION - Our compensation is based on what the issue is and includes redeliveries or full credit. You should never offer a full credit and a redelivery.
UNRESOLVED - LEAVE CSI OPEN Use this solution whenever you cannot fully resolve a customer's issue.
For example, a customer calls to check the status of their order. It is before 8 PM in the recipient’s time zone, so the order still has time for delivery. In this case, you would leave the CSI open.
MANAGE OVERRIDE- When a requested action goes beyond our standard CSI Guidelines, a Manager Override may be necessary to complete the action in ATLAS.
Manager Override is a suggested resolution that is available for all CSI types, however, this resolution should be used sparingly and ONLY when we are going above and beyond the guidelines. You need manager approval to use this resolution. Review Article KA-01632 for more details.
Important Notice : 50% Partial credits have been removed as a compensation option, but ATLAS still displays them. You must not select 50% partial credits for the following
CSI types: Delivery Issues (Delivered Early, Delivered Late) Quality Issues (All scenarios) Delivered Wrong (All scenarios)
Please provide either a redelivery/replacement or a full (100%) credit. If ATLAS does not allow a full credit to be selected directly, use Manager Override.