When a return request is escalated, it means there’s a problem that your ground-level employees can’t solve and it needs the attention of a more experienced employee often a manager.
A. How to escalate a return request?
To escalate a return request go to Return Requests:
Click over a return request and look for the Escalate return request button, and click on it.
Confirm your action by clicking on the Escalate button.
B. How to de-escalate a return request?
If a return request was escalated by mistake, or it was completed by the manager, you can choose to "de-escalate" the return request.
Go to Return Request:
All escalated returns can be found under the Escalated tab in the Return Search section.
Simply open an escalated return request and then click on the De-escalate return request.
Confirm your action by clicking on the De-escalate button.