A-to-Z Claim — Internal Slack escalation

When to use: Filing an A-to-Z claim (Amazon) or Marketplace Safety Claim (Walmart) notification to Alex via Slack. NOT a customer-facing reply.

Send this as a Slack message in #cs-escalations, NOT as a Gorgias reply. Customer does not see this.

@alex — A-to-Z claim filed

• Amazon Order ID: {order_id}
• Customer: {customer_name}
• Claim reason: {reason from Amazon notification}
• Our prior response history (Gorgias ticket): {gorgias_url}
• Shipment tracking: {tracking_url}
• Customer video (if provided): {link}
• Suggested response: {agent's first draft}

Need your review before responding in Seller Central. Amazon deadline: {date}.

Process:

1. Per D-8, escalate within 4 hours of the A-to-Z notification arriving.
2. Do NOT draft and send the Seller Central response solo — Alex reviews first.
3. Once Alex approves, send the response in Seller Central (NOT Gorgias).
4. Mirror to Gorgias as an internal note using T-11.
5. Log outcome in DECISIONS.md so we build pattern recognition.

For Walmart Marketplace Safety Claims: Same process, same 4-hour window. Adjust the Slack message to reference Walmart fields.