#4892133: Unable to process returns for enterprise customers

Unable to process returns for enterprise customers #4892133

Conversation (4)

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Marcus Webb via Email

Today at 9:14 AM · Ticket created

📧 Email

Hi Support Team,

We're experiencing an issue with processing return requests for our enterprise customers. Since this morning (approx. 08:45 AM PST), our support agents are unable to initiate return authorizations through the customer portal. The "Process Return" button in the order management panel appears greyed out for all orders placed under our enterprise billing account (Account ID: ENT-004821).

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This is affecting approximately 47 enterprise customers with pending return requests totaling over $28,000 in order value. We need this resolved urgently as we have SLA commitments to our enterprise tier.

Affected order IDs: ORD-8841002, ORD-8839174, ORD-8840551, ORD-8841233 (and 43 others)
Account tier: Enterprise (Platinum)
CSM contact: Rachel Torres (r.torres@acmecorp.com)

Best regards,
Marcus Webb
Director of Customer Operations, Acme Corp

Jamie Kim · Support Agent

Today at 9:31 AM

💬 Reply

Hi Marcus,

Thank you for reaching out. I've confirmed the issue on our end — there's a known permissions flag that occasionally triggers for enterprise accounts during our billing cycle refresh. Our technical team has been alerted and is investigating.

I'm escalating this to Priority 1 and our Enterprise Support team will reach out within the next 30 minutes. In the meantime, our team can manually process returns on your behalf — could you share the complete list of affected order IDs?

Jamie

🔒

Jamie Kim · Internal Note

Today at 9:35 AM

Internal Note

Checked in Salesforce — Acme Corp is a Platinum Enterprise account, $2.4M ARR. Assigned to Rachel Torres as CSM. The permissions issue seems related to the billing flag change in the June 3rd deployment. Looping in Tier 2 (Sofia Martinez) for backend access. Do NOT offer a refund without manager approval per enterprise policy EN-14.

Marcus Webb via Email

Today at 10:02 AM

📧 Email

Jamie, thank you for the quick response. I'm attaching the full list of 47 affected order IDs as requested. Our team is standing by. Please note that two of our clients (Brixton Logistics and ValorHealth) have contracts with a 2-hour resolution SLA, so we're on the clock.

Ticket created by Marcus Webb · Today 9:14 AM

Assigned to Jamie Kim · Today 9:16 AM

Priority changed to Urgent · Today 9:31 AM

Tag added: enterprise, billing, returns · Today 9:31 AM

Ticket Properties

Status

Open

Priority

High

Type

Problem

Group

Enterprise Support

Assignee

Jamie Kim

Created

Today 9:14 AM (2h ago)

Last updated

Today 10:02 AM (43m ago)

Requester

Marcus Webb

Acme Corp · Enterprise

m.webb@acmecorp.com

Account Tier

⭐ Platinum Enterprise

Open tickets

3 (view all ›)