This is used by agents flying through tickets, like utilising admin action folders, but ideally needs updating daily so customers aren’t waiting longer than necessary to be credited.

To locate and resolve KRCHASER tickets:

• Head to folder no. 7 on Freshdesk on the left drop-down menu - https://beerhawkeu.freshdesk.com/a/tickets/filters/19993?orderBy=updated_at
• Sort by ‘last modified, ascending’ so we’re hitting the oldest tickets first
• Credit the return as you would a normal ticket
• No response to the customer is necessary, as they will have been informed the return would be credited for them soon already before being passed over, so don’t waste time on another reply confirming ‘done’ etc!
• Simply credit the return – Remove the KRCHASER tag so it removes from the list – add ‘KR Tokens added’ tag -  change ‘closed’ status to ‘resolved’ , as no further action needed – done!
• If the return has already been credited remove the KRCHASER tag and add KR_Already_credited
• There may also be customers asking for their in-flight express returns to be reset. These should be tagged KR_Express_reset (if they aren’t tag them) then reset the in-flight return. Remove the KRCHASER tag and set to resolved.