TL;DR
Issue: A merchant inquired why products were displaying as "Sold out" at one location but "Not stocked" at another. They requested a consistent "Not stocked" status across both locations.
Findings/Opportunities:
Knowledge gap: The SA failed to explain how to configure the "Not stocked" tag/status within the POS app.
Incorrect Resolution: The SA recommended hiding the product from a location to remove it from view; however, as long as the product is published to the POS channel, it remains visible as "Not stocked."
Improper Use of Hold Time: The SA did not follow standard hold-time procedures, resulting in the merchant becoming unresponsive.
Communication Style: Although a follow-up email was sent, it lacked clear instructions. Furthermore, the response appeared to be AI-generated, making it feel overwhelming and impersonal rather than providing a simple, direct solution.
Findings/Opportunities:
Knowledge gap: The SA failed to explain how to configure the "Not stocked" tag/status within the POS app.
Incorrect Resolution: The SA recommended hiding the product from a location to remove it from view; however, as long as the product is published to the POS channel, it remains visible as "Not stocked."
Improper Use of Hold Time: The SA did not follow standard hold-time procedures, resulting in the merchant becoming unresponsive.
Communication Style: Although a follow-up email was sent, it lacked clear instructions. Furthermore, the response appeared to be AI-generated, making it feel overwhelming and impersonal rather than providing a simple, direct solution.
Action Plan:
1. SA will take full ownership of every interaction from the moment it is received. Instead of focusing on whether a transfer was "invalid" or how the case reached them, the priority will be on addressing the merchant’s needs immediately and professionally.
2. The SA commits to consistently following the proper hold procedure. This includes:
Setting clear expectations regarding the duration of the hold.
Explaining the reason for the hold (e.g., "checking internal resources").
Ensuring the merchant is updated promptly so they know exactly when to expect a response on chat.
3. The SA will refrain from using AI-generated responses to prevent potential information inconsistencies and ensures the tone feels genuine to the merchant.
4. The SA will proactively leverage available resources when faced with unfamiliar concerns. This includes reaching out to Mentors, Leads, or colleagues to gain deeper insights, ensuring the resolution provided is both accurate and comprehensive.