Escalations
12 total open — grouped by customer
Bags not collected — third time this month, demanding refund
Customer sent SMS: "This is the third time my bags haven't been picked up. I want a full refund for this month." Lady Grace confirmed stop_outcome shows no collection logged for 14 Jacaranda Drive on 19 Mar. Previous missed collections on 10 Mar and 5 Mar also confirmed in system. Customer balance is $62.00. Lady Grace apologised and offered to escalate for refund review.
Refund request requires manager approval — repeated service failure (3 missed collections in one month)
Missed collection on Tuesday — called to report
Customer called to report bags not collected. Lady Grace checked route — driver Warren was assigned to Paddington run. Stop shows as "not_attempted". Lady Grace sent notification to driver and confirmed next collection would proceed as scheduled.
Second missed collection for this customer this month — pattern indicates route issue
Disputed $62 charge — says she already paid
Customer SMS: "I already paid last week via bank transfer, why is my balance still showing $62?" Lady Grace checked Stripe — no payment received. Checked bank transfer matching — no MAH42 reference found in recent deposits. Informed customer payment hasn't been matched yet and asked for transfer receipt.
Customer claims payment made but no record found — needs manual bank statement check
Wants to cancel — moving interstate next month
Customer SMS: "Hi, I need to cancel my service. We're moving to Melbourne in April." Lady Grace confirmed customer is Active with balance of -$15.50 (credit). Advised that cancellation would be processed and credit refunded. Customer confirmed she wants final collection on 28 Mar.
Cancellation requests require human confirmation — credit refund of $15.50 needs processing
Queried balance — thinks she overpaid by $15.50
Customer SMS: "My balance is showing credit of $15.50, is that right?" Lady Grace confirmed balance is -$15.50 (customer in credit). Last payment was $93 on 10 Mar via Stripe. Customer has 3 collections at $31 = $93, so balance checks out with the credit from a pricing adjustment on 1 Mar.
Customer querying balance — Lady Grace confirmed correct but customer wants written confirmation from office