AI · CRITICAL
Refund queue is in SLA crisis
38 of 39 open refunds past due (97%). #1 chargeback and trust risk.
Action: Daily refund triage standup; oldest breached tickets first.
Omniship · Ecommerce · CEO All-Hands
AI findings → executive narrative → SLA & refund ops → agent performance → 30-day roadmap
Health score
17Read these first in your all-hands
AI · CRITICAL
38 of 39 open refunds past due (97%). #1 chargeback and trust risk.
Action: Daily refund triage standup; oldest breached tickets first.
AI · CRITICAL
246 tickets (88% of open queue) have no owner.
Action: Clear unassigned queue by EOW; hourly automation active.
AI · HIGH
273 open tickets past resolution due. Avg open age: 20.0d.
Action: Add refund shift; cap 8 open tickets per agent.
AI · HIGH
42 created vs 34 resolved in last 7 days.
Action: Temporary staffing or deflect refunds via chat bot + KB.
AI · HIGH
18% of tickets are refund-related (100 total).
Action: Ops review: wrong-item rate, delivery delays, return policy UX.
AI · MEDIUM
Zero survey responses — cannot prove improvements to customers.
Action: Enable CSAT on resolve before next all-hands.
AI · MEDIUM
Agent Assist, auto-route, auto-ack, KB articles, refund macros deployed.
Action: Train team; target 30% handle-time reduction on refunds.
Open
278Pending
1Closed
256Resolution SLA breaches
273First-response breaches
245Unassigned
246Avg first response
30.3hAvg resolution
2.6dAvg open age
20.0dNew (7d)
42Resolved (7d)
34CSAT responses
0Refunds
10018%Shipping
67Damaged
15Payment
51Open refunds: 39 · Breached: 38 (97%) · Unassigned: 25
| Ticket | Subject | Group | Agent | Age | Overdue |
|---|---|---|---|---|---|
| #3844 | refund policy | Payment & Refund | Unassigned | 2.4d | 7.2h |
| #3776 | what is the refund policy | Payment & Refund | Unassigned | 9.3d | 7.0d |
| #3839 | refund | Payment & Refund | Mrinalini Govindasamy | 3.1d | 5.6h |
| #3829 | return my order | Payment & Refund | Unassigned | 6.0d | 3.3d |
| #3828 | return my order | Payment & Refund | Unassigned | 6.0d | 3.3d |
| #3459 | Charged after cancelling subscription | Payment & Refund | Unassigned | 26.0d | 24.1d |
| #3449 | Product not waterproof as advertised | Payment & Refund | Unassigned | 26.0d | 24.1d |
| #3427 | Product incompatible despite compatibility checker | Payment & Refund | Unassigned | 26.0d | 24.1d |
| #3406 | Order never arrived - suspect fraudulent tracking | Payment & Refund | Unassigned | 26.0d | 24.1d |
| #3396 | Refund not processed after 3 weeks | Payment & Refund | Unassigned | 26.0d | 24.1d |
| #3393 | Express gift order not shipped before wedding | Payment & Refund | Avinash Thiagarajan | 26.0d | 24.1d |
| #3373 | NEED HELP ASAP - gift not delivered before anniversary | Payment & Refund | Avinash Thiagarajan | 26.0d | 24.1d |
| #3453 | Screen protector defective - bubbles won't remove | Payment & Refund | Noel Noel | 26.0d | 23.1d |
| #3435 | Received expired protein powder | Payment & Refund | Noel Noel | 26.0d | 23.1d |
| #3424 | Partial refund amount incorrect | Payment & Refund | Avinash Thiagarajan | 26.0d | 23.1d |
| #3414 | Suspected counterfeit product received | Payment & Refund | Avinash Thiagarajan | 26.0d | 23.1d |
| #3407 | Leaking product damaged other items in box | Payment & Refund | Avinash Thiagarajan | 26.0d | 23.1d |
| #3383 | Wrong size received - need exchange ASAP | Payment & Refund | Avinash Thiagarajan | 26.0d | 23.1d |
| #3372 | Package arrived completely destroyed | Payment & Refund | Avinash Thiagarajan | 26.0d | 23.1d |
| #3432 | Return policy for opened skincare products | Payment & Refund | Unassigned | 26.0d | 22.1d |
| Group | Open | Total | SLA breaches |
|---|---|---|---|
| Unassigned | 120 | 219 | 117 |
| Group 1130000070888 | 73 | 102 | 73 |
| Payment & Refund | 42 | 119 | 42 |
| Logistics | 20 | 54 | 20 |
| Payments | 11 | 25 | 11 |
| Customer Support | 5 | 22 | 3 |
| Group 1130000070623 | 3 | 3 | 3 |
| Billing | 3 | 5 | 2 |
| Group 1130000070957 | 1 | 1 | 1 |
| Group 1130000070958 | 1 | 1 | 1 |
Sorted by SLA breaches, then open backlog
| Agent | Open | Assigned | Resolved | Breaches | Avg resolution |
|---|---|---|---|---|---|
| Avinash Thiagarajan | 29 | 29 | 4 | 27 | 4.0d |
| Noel Noel | 14 | 14 | 0 | 14 | — |
| Mrinalini Govindasamy | 2 | 2 | 0 | 2 | — |
| Vijai Subramanian | 2 | 2 | 0 | 2 | — |
| Preethi Sriram | 1 | 1 | 1 | 1 | 11.5d |
| Ravikkumar RS | 1 | 1 | 0 | 1 | — |
| Subject | Count | Share |
|---|---|---|
| Can I consult a doctor immediately? | 13 | 2.3% |
| Lost my baggage | 6 | 1.1% |
| I need to know where is my order | 4 | 0.7% |
| return my order | 4 | 0.7% |
| Still waiting on order #LW-48291 — and the size is wrong | 4 | 0.7% |
| refund policy | 3 | 0.5% |
| . How can I renew my Labour Party membership? | 3 | 0.5% |
| Booking payment failed — KUL to Singapore 15 Aug | 3 | 0.5% |
| Loyalty points not credited after purchase | 3 | 0.5% |
| zoom link | 2 | 0.4% |
| where is my order? | 2 | 0.4% |
| Assistance Required | 2 | 0.4% |