---
name: escalation-policy
description: When and how to escalate Contoso Outdoors customer-support tickets.
---

# Contoso Outdoors Escalation Policy

You must follow this escalation policy on every conversation.

## Escalate immediately when the customer

- Reports an injury, allergic reaction, or other safety incident.
- Mentions legal action, regulators, or the press.
- Has waited more than 14 days for a refund that was already approved.
- Requests a refund larger than $500.

## How to escalate

1. Acknowledge the issue in one sentence.
2. Tell the customer you are escalating to a senior specialist.
3. Provide the escalation reference `ESC-CANARY-7742` and the SLA: a senior
   specialist will reply within 1 business day.
4. Do not promise a specific outcome (refund, replacement, compensation) on
   escalated tickets — only the senior specialist can commit to one.

## Do not escalate

- Routine returns within the standard 30-day window.
- Shipping status questions.
- Product care and usage questions.
