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Wrong item – order REFK482 · Inbox
mail.google.com/mail/u/0 Minded
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Wrong item in my order – REFK482Inbox
P
Priya Shah <priya.shah@gmail.com>to support@acmeinc.com
8:42 AM (3 hours ago)

Hi,

I ordered the Eames Chair – Black leather (order REFK482) but the box had a completely different item inside. Could someone help me sort this out? I'd like a refund if the right chair isn't back in stock.

Thanks,
Priya Shah

wrong-item.jpg
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Wrong item in my order – REFK482
Inbox
P
Priya Shahto support
8:42 AM

Hi,

I ordered the Eames Chair – Black leather (order REFK482) but the box had a completely different item inside. Could someone help me sort this out?

Thanks,
Priya Shah

wrong-item.jpg
Reply Forward
24 6
Zendesk · Ticket #4192
acmeinc.zendesk.com/agent/tickets/4192 Minded
← Ticket #4192
Acme Inc Priya Shah Open

Wrong item delivered

Via email

Hi there, I just received my order and the box had the wrong item inside — I ordered the Eames Chair in black leather (order REFK482). Can you help?

Sam Lee·Thursday 09:11

Hello Priya, thank you for reaching out — checking your order against the return policy now.

Sam Lee·just now

↩ Public reply To Priya Shah
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# minded Reply to tickets, process refunds, and clear the queue without leaving Slack 74
Dana Cole11:55 AM
@Minded approve the refund on ticket #4192 for Priya and notify the warehouse
🫰1
Minded11:58 AM
Approved and replied, @Dana:
  • Ticket #4192 refund approved — $340, wrong item
  • Reply sent to Priya in our voice
  • Warehouse notified in #warehouse
  • 3 more escalations still pending your review
Resolution log attached:
Ticket #4192 resolution.pdf
Last edited just now
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Dana Cole2:18 PM
@Minded ticket #4192 is stuck on a refund — can you close it out?
MindedBot2:19 PM
Done. Approved the $340 refund on #4192, replied to Priya in our voice, and tagged it wrong-item. CSAT survey sent. Full log attached.
👍 3✅ 1
Ticket #4192 resolution.pdf
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Sofianow
ChatGPT
Reasoning…
Here’s a step-by-step guide to closing the ticket:
1. Open Zendesk
2. Match the order to policy
3. Reply and close…
To do
Sofianow
Mindednow
Thinking…
Closed. Ticket #4192 is resolved in Zendesk: matched to the wrong-item return policy, $340 refunded to Priya Shah, and a reply sent in your voice.
Ticket #4192 resolution log
1.1 MB
Done
Marcusnow
Claude
Pondering…
I’ve drafted support_report.py for you. Your next steps are:
1. Export Zendesk tickets
2. Pull Intercom conversations
3. Build the workbook yourself
support_report.py
1tickets = load_zendesk_export()
2chats = get_intercom_events()
3model(tickets, chats) # wire it up
To do
Marcusnow
Mindednow
Thinking…
Built it. This week's support report in Sheets, with tickets from Zendesk and chats from Intercom. First-response SLA 95%; 3 agents flagged as overloaded.
Weekly support report
1.8 MB
Done
Anyanow
Zapier
Running test…
1. New CSAT Rating
+
! 2. Create Sheets Row
Required field "Row" (row) is missing.
To do
Anyanow
Mindednow
Thinking…
Done. Connected Zendesk CSAT ratings and Sheets: 86 responses synced with scores tagged, and #support gets pinged instantly.
Zendesk → Sheets CSAT sync
Set up successfully
Done
Tomasnow
Copilot
Working on it…
I can summarize the spreadsheet you have open and suggest a formula for the SLA column.
To do
Tomasnow
Mindednow
Thinking…
Found it in Zendesk: one vendor's shipping delays caused 60% of breaches, and a mislabeled SLA rule flagged healthy orders. Here’s the audit with the fix.
SLA breach audit.pdf
240 KB
Done

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