Table of Contents
1. Purpose
2. Scope
3. Context
Summary
What are escalations?
General escalation rules
4. Procedure
Scenario A - Bash Tech Escalations
Scenario B - Courier & Supply Chain Ops escalations
Scenario C - Brand Escalations
1. Purpose
This SOP covers the process of escalating customer queries within the JD Sports Support space. The SOP will not state when a transfer/escalation is necessary; this will be covered in the specific customer query SOP that you are following.
2. Scope
This SOP covers the general steps to follow when conducting escalations with the following teams -
Courier Teams
Supply Chain teams
Bash Tech teams
Brand Teams
3. Context
Summary
When customers reach out, customer-facing agents will attempt to resolve the customer query. In instances where the customer query needs further support from a different team, we may need to escalate the customer query in order to get their issue resolved.
What are escalations? -
This refers to the process whereby we need additional support from a non-customer-facing team. Once we submit an escalation, we can expect the escalation team to respond with a resolution or with a request for more information. Once the escalation team responds, it is the Bash Support agent’s responsibility to communicate the resolution with the customer or assist the customer further.
NB. The only escalation whereby the customer will be supported further by the escalation team are team lead escalations
General Escalation Rules
When escalating, it is important that we let the customer know that we have escalated their query and confirm that you will follow up within the next 24 hours. We should keep an eye on the escalation in order to promptly share the relevant information with the customer. If we do not receive a response from the escalation team within 24 hours, the ticket will reopen. You need to ensure that you keep your customer updated.
4. Procedure
Scenario A - Bash Tech escalations
The Bash Tech team supports the JDS customer support team on numerous escalations required to resolve customer queries. These escalations are conducted via Freshservice. When a Bash Tech escalation is required, the specific SOP will advise when an escalation is necessary and which escalation “issue type” & “Sub-category” should be used. You will then use this information to ensure that escalations are done correctly. Here is the step-by-step process-
A1) Locate the “Issue Type” and/or “sub-category” on the table below that aligns with the “Issue Type” and/or “sub-category” that is mentioned on the specific SOP you are following.
A2) The “required fields” column will mention the Freshservice tile label and a direct link to the relevant escalation. Click on the link and complete the escalation as follows -
Example: JD | Payments | Charged but no order (Stitch ref attached)
Once done, you can submit your escalation and set your ticket status to “Waiting on Bash Tech”.
JD Sports — Tech Escalations (Freshservice Portal Only) |
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All tech escalations must go via Freshservice portal — not Slack. Subject prefix: JD | <Area> | <Short summary> |
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Issue Type (JD) | Sub-category | Freshservice Tile + Link | Resolver Group | Required Fields (checklist) |
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▸ PAYMENTS — Tech Omnicomm Payments |
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Post-payment / ghost order | Payment complete, no order number | Omnicomm Payments – General Tech Request https://tfgservicedesk.freshservice.com/support/catalog/items/201 | Tech Omnicomm Payments | - Name & Surname
- Email Address
- Phone Number
- Payment Amount
- Payment Method (EFT, Card, etc.)
- Transaction Date
- Bank Statement / Proof of Payment
- Describe and/or Provide More Context
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Post-payment / ghost order | Auth hold after payment, no order | Omnicomm Payments – General Tech Request https://tfgservicedesk.freshservice.com/support/catalog/items/201 | Tech Omnicomm Payments | - Name & Surname
- Email Address
- Phone Number
- SKU Code
- Order Payment Method/Type
- Refund Amount (if applicable)
- Attach bank statement/proof of payment
- Describe and/or Provide More Context
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Post-payment / ghost order | Split payment: both payments complete, no order | Omnicomm Payments – General Tech Request https://tfgservicedesk.freshservice.com/support/catalog/items/201 | Tech Omnicomm Payments | - Name & Surname
- Email Address
- Phone Number
- Payment Amount
- Payment Method (EFT, Card, etc.)
- Transaction Date
- Bank Statement / Proof of Payment
- Describe and/or Provide More Context
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Return refunds are not reflecting | EFT | Omnicomm Payments – General Tech Request https://tfgservicedesk.freshservice.com/support/catalog/items/201 | Tech Omnicomm Payments | - Name & Surname
- Email Address
- Phone Number
- Order Number
- SKU Code
- Bank / TFG Account Statements attached
- Order Payment Method/Type
- Refund Amount
- Describe and/or Provide More Context
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Return refunds are not reflecting | Credit Card | Omnicomm Payments – General Tech Request https://tfgservicedesk.freshservice.com/support/catalog/items/201 | Tech Omnicomm Payments | - Name & Surname
- Email Address
- Phone Number
- Order Number
- SKU Code
- Bank / TFG Account Statements attached
- Order Payment Method/Type
- Refund Amount
- Describe and/or Provide More Context
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Return refunds are not reflecting | Apple Pay | Omnicomm Payments – General Tech Request https://tfgservicedesk.freshservice.com/support/catalog/items/201 | Tech Omnicomm Payments | - Name & Surname
- Email Address
- Phone Number
- Order Number
- SKU Code
- Bank / TFG Account Statements attached
- Order Payment Method/Type
- Refund Amount
- Describe and/or Provide More Context
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Return refunds not reflecting | BNPL | Omnicomm Payments – General Tech Request https://tfgservicedesk.freshservice.com/support/catalog/items/201 | Tech Omnicomm Payments | - Name & Surname
- Email Address
- Phone Number
- Order Number
- SKU Code
- Bank / TFG Account Statements attached
- Order Payment Method/Type
- Refund Amount
- Describe and/or Provide More Context
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Return refunds are not reflecting | eGiftCard | Omnicomm Payments – General Tech Request https://tfgservicedesk.freshservice.com/support/catalog/items/201 | Tech Omnicomm Payments | - Phone Number
- Name & Surname
- Email Address
- E-Gift Card Reference Number
- Order Number
- Parcel Number
- Describe and/or Provide More Context
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Cancellation refunds are not reflecting | Credit Card | Omnicomm Payments – General Tech Request https://tfgservicedesk.freshservice.com/support/catalog/items/201 | Tech Omnicomm Payments | - Name & Surname
- Email Address
- Phone Number
- Order Number
- SKU Code
- Order Payment Method/Type
- Refund Amount
- Describe and/or Provide More Context
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Cancellation refunds not reflecting | Apple Pay | Omnicomm Payments – General Tech Request https://tfgservicedesk.freshservice.com/support/catalog/items/201 | Tech Omnicomm Payments | - Name & Surname
- Email Address
- Phone Number
- Order Number
- SKU Code
- Order Payment Method/Type
- Refund Amount
- Describe and/or Provide More Context
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▸ FULFILMENT — Tech SC Fulfilment |
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OTD refund issues | Missing SKU Data | Fulfilment – General Tech Request https://tfgservicedesk.freshservice.com/support/catalog/items/197 | Tech SC Fulfilment | - Name & Surname
- Email Address
- Phone Number
- Order Number
- SKU Code
- Bank / TFG Account Statements attached
- Order Payment Method/Type
- Refund Amount
- Describe and/or Provide More Context
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OTD refund issues | No RTS Auth Received | Fulfilment – General Tech Request https://tfgservicedesk.freshservice.com/support/catalog/items/197 | Tech SC Fulfilment | - Name & Surname
- Email Address
- Phone Number
- Order Number
- SKU Code
- Bank / TFG Account Statements attached
- Order Payment Method/Type
- Refund Amount
- Describe and/or Provide More Context
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Returns refund ETA | TFG Account | Fulfilment – General Tech Request https://tfgservicedesk.freshservice.com/support/catalog/items/197 | Tech SC Fulfilment | - Name & Surname
- Email Address
- Phone Number
- Order Number
- SKU Code
- Bank / TFG Account Statements attached
- Order Payment Method/Type
- Refund Amount
- Describe and/or Provide More Context
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Cancellation refund ETA | TFG Account | Fulfilment – General Tech Request https://tfgservicedesk.freshservice.com/support/catalog/items/197 | Tech SC Fulfilment | - Name & Surname
- Email Address
- Phone Number
- Order Number
- SKU Code
- Order Payment Method/Type
- Refund Amount
- Describe and/or Provide More Context
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Credit note request | Fulfilment path | Fulfilment – General Tech Request https://tfgservicedesk.freshservice.com/support/catalog/items/197 | Tech SC Fulfilment | - Name & Surname
- Email Address
- Phone Number
- Order Number
- Credit Amount
- Reason for Credit Note
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M24 missing SKU data (blocks refund/returns) | No SKU data in M24 | No SKU data in M24 https://tfgservicedesk.freshservice.com/support/catalog/items/197 | Tech SC Fulfilment | - Name & Surname
- Email Address
- Phone Number
- Order Number
- SKU Code
- Bank / TFG Account Statements attached (if refund context)
- Order Payment Method/Type (if refund context)
- Refund Amount (if applicable)
- Describe and/or Provide More Context
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Order or order items status stuck / needs updating | • Order stuck in incorrect status • Order item status needs manual update • Status not reflecting correctly after action (e.g. return, cancellation, dispatch) | Order or Order Items Status Updates https://tfgservicedesk.freshservice.com/support/catalog/items/41 | Tech SC Fulfilment | - Name & Surname | Email | Phone
- Order Number
- Order Item / SKU Code (if item-specific)
- Current status (what it shows now)
- Expected / correct status (what it should be)
- Timestamp of last status change
- Screenshot of current status
- Describe and/or Provide More Context
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▸ ORDER MANAGEMENT / INVOICES — Tech SC Order Management |
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Invoice request | Unable to generate invoice | Invoice Generating Error https://tfgservicedesk.freshservice.com/support/catalog/items/100 | Tech SC Order Management | - Name & Surname
- Email Address
- Phone Number
- Order Number
- Screenshot of the error message when trying to generate an invoice
- Describe and/or Provide More Context
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Invoice generating error | General error | Invoice Generating Error https://tfgservicedesk.freshservice.com/support/catalog/items/100 | Tech SC Order Management | - Name & Surname
- Email Address
- Phone Number
- Order Number
- Screenshot of the error message when trying to generate an invoice
- Describe and/or Provide More Context
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Credit note request | Order management path | SC Order Management – General Tech Request https://tfgservicedesk.freshservice.com/support/catalog/items/200 | Tech SC Order Management | - Name & Surname
- Email Address
- Phone Number
- Order Number
- Credit Amount
- Reason for Credit Note
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Returns refund ETA | TFG Account (OM variant) | SC Order Management – General Tech Request https://tfgservicedesk.freshservice.com/support/catalog/items/200 | Tech SC Order Management | - Name & Surname
- Email Address
- Phone Number
- Order Number
- SKU Code
- TFG Account Statements attached
- Refund Amount
- Describe and/or Provide More Context
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▸ OMNICOMM GROWTH |
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Customer profile-related issues (login, registration, profile deletion, newsletter or subscription preference) | • Customer unable to log in / account access issues • Registration failures • Transactional emails or SMS not received • No order confirmation/communication received | Growth – General Tech Request https://tfgservicedesk.freshservice.com/support/catalog/items/233 | Tech Growth (Omnicomm Growth) | - Name & Surname | Email | Phone
- Order Number (if order-related)
- Issue summary - what the customer tried to do and what happened
- Device/browser/app version (if login or checkout related)
- Screenshot of error (if applicable)
- Timestamp of when the issue occurred
- Describe and/or Provide More Context
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A3) The Bash Tech team should respond within one business day. When they respond, they will either provide a resolution that needs to be reworded and shared with the customer or request more information about the query. When more information is being requested, we need to ensure that we are obtaining the information from the customer and sharing it with the relevant Bash Tech team via the original escalation.
Scenario B - Courier & Supply Chain Ops escalations
We may need to email the courier in instances where we need more information regarding the delivery or return collection of a JDS order. Here’s a table showing how we can go about escalating a query with our courier partners -
NB. In instances when a delivery or return collection is out of SLA for RAM or M24(OTD), we should skip the step of emailing the courier and go straight to the relevant Supply Chain Ops Escalation |
Fulfilment team | When to use | Step 1 | Step 2 | Step 3 |
RAM | When a customer has a delivery query that is being delivered by RAM | Parcel investigation. Check the tracking info available on RAM and Bashadmin | If there is no immediate resolution for the customer, email tfginternal@ram.co.za via the relevant Freshdesk ticket. Please provide the tracking number and a description of the issue. | If no resolution is directly from the Courier Team after 1 business day, Escalate with Supply Chain Ops, using the “Delivery out of SLA / not delivered” issue type. |
OTD | When a customer has a courier collection query that is being collected by M24 (OTD) | Parcel investigation. Check the tracking info available on M24 (OTD) and BashAdmin | If there is no immediate resolution for the customer, email bashcs@m24logistics.com via the relevant Freshdesk ticket. Please provide the tracking number and a description of the issue. | If no resolution directly from the Courier Team after 1 business day - Escalate with Supply Chain Ops, using the “Customer returns issue” issue type.
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Bash Delivery | When a customer has a delivery query that is being delivered by Bash Delivery | Parcel investigation. Check the tracking info available on BashAdmin | Escalate with Supply Chain Ops, using the “Bash Delivery Customer Request” issue type. |
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The Supply Chain Ops team supports the JDS customer support team on various fulfilment and logistics-related escalations required to resolve customer queries. These escalations are conducted via Freshservice. When a Supply Chain escalation is required, the specific SOP will advise when an escalation is necessary and which escalation “issue type” & “Sub-category” should be used. You will then use this information to ensure that escalations are done correctly. Here is the step-by-step process -
B1) Locate the “Issue Type” and/or “sub-category” on the table below that aligns with the “Issue Type” and/or “sub-category” that is mentioned on the specific SOP you are following.
B2) The “required fields” column will mention the Freshservice tile label and a direct link to the relevant escalation. Click on the link and complete the escalation as follows -
Example: JD | Supply Chain Ops | Bash Delivery customer request
Once done, you can submit your escalation and set your ticket status to “Waiting on Supply Chain Ops”.
JD Sports — SC Ops & Courier Escalations (Freshservice Portal) |
SC Ops escalations also go via Freshservice portal (not Slack). For out-of-SLA parcels (RAM, OTD, RTT): skip courier email → go straight to Freshservice. |
Issue Type (JD) | Sub-category | Freshservice Tile + Link | Resolver Group | Required Fields (checklist) |
▸ DELIVERY & WISMO |
Delivery out of SLA / not delivered | Per parcel - log each separately | Delivery Issue: Out of SLA or Not Delivered https://tfgservicedesk.freshservice.com/support/catalog/items/116 | Supply Chain Ops | - Name & Surname
- Email Address
- Phone Number
- Order Number
- Parcel / Waybill Number
- Courier Name
- Delivery Address Confirmation
- Last Tracking Event + Timestamp
- Described Issue + Required Outcome
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Bash Delivery customer request | change/contactAddress change/contact update/delivery notes | Bash Delivery Customer Request https://tfgservicedesk.freshservice.com/a/catalog/request-items/120 | Supply Chain Ops | - Name & Surname
- Email Address
- Phone Number
- Order Number
- New Details (address/contact/notes)
- Reason for Change
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▸ RETURNS & PARCEL STATUS |
Customer returns issue | Parcel not collected, not in returned status, etc. | Customer Returns issue https://tfgservicedesk.freshservice.com/a/catalog/request-items/118 | Supply Chain Ops | - Name & Surname
- Email Address
- Phone Number
- Order Number
- Parcel / Waybill Number
- Current Status + Expected Status
- Timestamp of Last Event
- Described Issue + Required Action
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Parcel stuck in Accepted status | Not handed over / shipped from the store | Stuck in Accepted Status https://tfgservicedesk.freshservice.com/support/catalog/items/156 | Supply Chain Ops | - Name & Surname
- Email Address
- Phone Number
- Order Number
- Parcel Number
- Last Scan / Event + Timestamp
- Fulfilling Store (if known)
- Customer Impact
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Warehouse parcel not handed over (out of SLA) | Warehouse fulfilment — not dispatched | Warehouse Issue: Not Handed Over https://tfgservicedesk.freshservice.com/support/catalog/items/258 | Supply Chain Ops | - Name & Surname
- Email Address
- Phone Number
- Order Number
- Parcel Number
- Warehouse / DC Name
- Last Event + Timestamp
- Required Action
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NHO parcel - refund not processed | Parcel stuck in Accepted / Not Handed Over, refund not triggered | Not Handed Over Parcel - Refund Not Processed https://tfgservicedesk.freshservice.com/a/catalog/request-items/152 | Supply Chain Ops | - Name & Surname
- Email Address
- Phone Number
- Order Number
- SKU Code
- Parcel Number
- Current Status + Timestamp
- Refund Amount
- Payment Method
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M24 data issue - returns not actioned | M24 hasn't actioned a return after reflagging | M24 Data Issue: Returns not actioned https://tfgservicedesk.freshservice.com/a/catalog/request-items/121 | Supply Chain Ops | - Name & Surname
- Email Address
- Phone Number
- Order Number
- SKU Code
- Date reflagged + what was done
- Describe and/or Provide More Context
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Parcel received with a missing/incorrect item | Customer reports missing or wrong item - the brand must be informed | Parcel received, but has a missing/ incorrect item https://tfgservicedesk.freshservice.com/a/catalog/request-items/257 | Supply Chain Ops | - Name & Surname
- Email Address
- Phone Number
- Order Number
- SKU received vs SKU ordered
- Evidence (photos if available)
- Customer statement
- Preferred resolution
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Order placed with incorrect details | Cancel order — incorrect customer details (log per parcel) | Order placed with incorrect details https://tfgservicedesk.freshservice.com/a/catalog/request-items/247 | Supply Chain Ops | - Name & Surname
- Email Address
- Phone Number
- Order Number
- Parcel Number
- Current Status
- What is incorrect + correct details
- Reason for cancellation
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▸ BULK COMMS / PROACTIVE NOTIFICATIONS |
Bulk disruption notification (impacts JD customers) | Delays/disruptions affecting JD orders, returns, and refunds | JD Team Actions | JD Team (action) | - Summary of issue + what happened
- Affected cohort (order range / date range / lane / courier / DC)
- Impact area: delivery/returns/refunds / other
- Proposed customer-facing wording
- What CS should do (hold/reassure / proactive outreach)
- Time of next update + owner
MUST label: 'JD Sports' + list impacted JD orders if available |
B3) The Supply Chain Ops team should respond within one business day. When they respond, they will either provide a resolution that needs to be reworded and shared with the customer or request more information about the query. When more information is being requested, we need to ensure that we are obtaining the information from the customer and sharing it with the Supply Chain Ops team via the original escalation.
B4) If we do not receive a response within 1 business day, further escalate your query on #help-escalations-ops-fulfilment. You will need to mention a specific handle depending on the reason for escalation. Use the information below as a guide.
NB. Be sure to include the relevant SR number when escalating via Slack
B5) If we do not receive a response on the Slack escalation within 24 hours. Make your team lead aware of the situation via the Slack workflow on #team-jd-customer-support
Scenario C - Brand Escalations
We may need to escalate with the JDS Brand via Slack on #brands-bash-escalations in very specific scenarios. When escalating, we need to include the following -
We only escalate with the brand when following these SOP’s -
Product Information Request SOP - When we are unable to obtain the information via our own investigation
Stock Availability Queries SOP - When the customer has questions about a sneaker launch being advertised by JD Sports
Wrong Item delivered SOP - When there seems to be a SKU issue
NB. It’s important that we follow the SOP’s mentioned above and only escalate with the Brand when necessary.
Note: