---
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.