Issue Definitions - Call Centre Spots NEW

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Priority 1 Issues (P1) (If issue is found on an international web site click here...    

1. (P1) Add to Bag - PLEASE NOTE! Search for the item number in Fogbugz, if you can't find the item number then create a case


2. (P1) Book - Item Number Issues - Incorrect item in print. Sub errors in NORD, same item number in print for different item


3. (P1) Book - Wrong Price - Incorrect printed price


4. (P1) Business Systems - Customer queries raised via Business Systems - product received does not represent image (Print/Web), query over sizing of garments


5. (P1) Copy - Composition Incorrect - Incorrect or missing composition


6. (P1) Copy - Dimensions Incorrect -- Incorrect or missing dimensions


7. (P1) Image - Broken/Incorrect images on product page/search - Broken/incorrect thumbnail/front shot/back shot/zoom/detail shots on product page/search-image does not appear - PLEASE NOTE! Select the correct Department Inbox before submitting the case


8. (P1) Multibuy Incorrect Discount - Incorrect or no discount applied


9. (P1) Price - Incorrect price shown - Incorrect price shown on product/search page PLEASE NOTE! Select the correct Department Inbox before submitting the case


10. *(P1) Product - Not As Shown - Customer identified Significant differences between spread image, single image and thumbnail or significant colour variance (See notes below)


11. (P1) Product - Wrong Goods Sent  - Customer identified e.g. order T-shirt and received Shoes or item received not as pictured (web/internet)


12. (P1) Size - Incorrect/missing size - Incorrect/missing size on product/search page


13. (P1) Spread - Broken spread - Any broken spreads found on the site PLEASE NOTE! Select the correct Department Inbox before submitting the case


14. (P1) Spread - Incorrect/broken click through - Incorrect or broken link on spread i.e. can not click through to item on spread

Priority 2 Issues (P2) (If issue is found on International web site click here...)

1. (P2) Add to bag - Description - Copy/description is different to product page when added to bag


2. (P2) Copy - Logo Incorrect  - Missing or Incorrect Logos


3. (P2) Copy - Missing Information -Missing information i.e. UV filters on sunglasses, incorrect spelling, incorrect information, assembly instructions


4. (P2) Image - Colour chips - Duplicate/broken/incorrect colour chips (NOT the colour chip description use P2 No.5)


5. (P2) Incorrect Description - Product Page Description, Colour Chip Description incorrect and/or NORD description incorrect 


6. (P2) Multibuy Missing Information  - Multibuy being given but not detailed in copy


7. (P2) Product Misc - PLEASE NOTE! Only used when other categories aren't appropriate i.e. one image, different item numbers


8. (P2) Sale/Clearance - All and any sale/clearance related queries e.g. was and now price same, imagery incorrect, copy incorrect, broken links, wrong info in dropdowns etc.


9. (P2) Store/website Information -Incorrect/missing/broken store address/telephone number/opening times, website information update

International Websites Only - Priority 1 and 2 Issues (P1 - P2) 

(Does your issue match one of these?        If 'Yes' please use.      If 'No' use one of the others above this section) 

1. INT: (P1) Spread - incorrect/broken click through 
2. INT: (P1) Spread - Broken Spread
3. INT: (P1) Size - incorrect/missing 
4. INT: (P2) Image - Colour Chip
5. INT: (P2) Store/Website Information

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Please read the guidance notes carefully!

Product Not as Shown

Printable document version - Fogbugz Areas Definitions.xlsx