Escalation Policy

Escalation Policy for Eezee Operations

Objective: The escalation policy is designed to efficiently address and resolve issues that arise within the Eezee e-commerce marketplace, particularly focusing on scenarios involving out-of-stock items, long lead times, and end-of-life products.

Escalation Procedure:

1. Initial Notification:
   • Upon identification of an issue related to an order, the team lead responsible for order management will be immediately notified through the appropriate communication channel (e.g., email, instant messaging).
   • The team lead is responsible for assessing the issue and initiating preliminary steps to resolve it.
2. Escalation to Assistant Manager (After 24 hours):
   • If the issue persists beyond 24 hours without resolution, the team lead will escalate the matter to the Assistant Manager.
   • The Assistant Manager will review the situation, provide necessary guidance, and collaborate with relevant teams to expedite the resolution process.
3. Escalation to Manager (After 48 hours):
   • If the issue remains unresolved after 48 hours from the initial notification, it will be further escalated to the Manager.
   • The Manager will conduct a thorough assessment of the situation, engage with cross-functional teams if required, and implement strategic measures to address the issue promptly.
4. Escalation to Head of Operations (After 72 hours):
   • In the rare event that the issue persists beyond 72 hours without resolution, the matter will be escalated to the Head of Operations.
   • The Head of Operations will take decisive action to resolve the issue, including coordination with executive-level stakeholders, if necessary, to ensure a swift and satisfactory resolution.

Responsibilities:

• Team Lead:
  • Promptly assess and address the initial notification of the issue.
  • Collaborate with relevant teams to troubleshoot and resolve the problem within the stipulated timeframe.
• Assistant Manager:
  • Review escalated issues after 24 hours and provide guidance to facilitate resolution.
  • Coordinate with teams to expedite the resolution process and escalate to the Manager if necessary.
• Manager:
  • Conduct a thorough assessment of escalated issues after 48 hours.
  • Implement strategic measures and allocate resources to address the issue promptly.
• Head of Operations:
  • Oversee escalated issues that remain unresolved after 72 hours.
  • Take decisive action, including engaging executive stakeholders if required, to ensure a satisfactory resolution and prevent recurrence.

Communication Protocol:

• All escalations must be documented and communicated through official channels to ensure transparency and accountability.
• Regular updates regarding the status and progress of escalated issues should be provided to relevant stakeholders at each stage of escalation.

Conclusion: The escalation policy outlined above aims to streamline the resolution process for issues encountered within the Eezee e-commerce marketplace, thereby ensuring a seamless and satisfactory experience for customers and stakeholders alike. Continuous monitoring, collaboration, and timely intervention are key principles guiding the effective implementation of this escalation framework.