Xoxoday Plum’s Customer Management Service tags every support ticket with a standard disposition—failed redemption, voucher not received, cancellation requested, refund pending, refund processed, vendor rejection, or resolved—giving agents and ops teams real-time visibility into issue type, ageing, and closure status across all reports and dashboards.
A Consistent Taxonomy Across Every Issue Type
Xoxoday Plum defines a standard set of dispositions that map directly to the most common reward and gifting issue patterns. Failed Redemption captures cases where the recipient attempted to use a voucher and the transaction did not complete. Voucher Not Received covers delivery failures—where a reward was issued but never arrived in the recipient’s inbox or wallet. Cancellation Requested, Refund Pending, and Refund Processed form a sequential chain that tracks a reversal from initiation through to credit confirmation. Vendor Rejection records cases where a brand partner or voucher issuer declined the transaction. Resolved marks tickets that have been fully investigated and closed. Each disposition is configurable, so ops teams can extend or adjust labels to match specific programme types without breaking the standard reporting schema.Disposition-Driven Ticket Lifecycle
When an agent picks up a ticket, the current disposition communicates exactly where the case stands—no free-text scanning required. As investigation progresses, the agent updates the disposition to reflect the new state. A ticket might open as Voucher Not Received, shift to Vendor Rejection once the supplier confirms a fulfilment error, and close as Refund Processed after the credit is confirmed. Every state change is timestamped and logged, creating an auditable trail for ops review. For reward programmes integrated with HR systems such as SAP SuccessFactors or Darwinbox, this structured lifecycle is especially valuable. When a batch of recognition rewards fails at the point of redemption, agents can filter all Failed Redemption tickets in a single query—isolating the cohort instantly rather than reading through individual case notes one by one.Visibility Through Reports and Dashboards
Xoxoday Plum surfaces disposition data across its reporting layer, giving ops leads and programme administrators a real-time view of issue composition, ageing, and resolution rates. A dashboard can show that Refund Pending tickets account for a rising share of open cases, flagging the queue before SLA windows are breached. Disposition-based ageing reports help identify systemic problems—a spike in Vendor Rejection tickets across a single brand signals an upstream supplier issue rather than isolated user error. This reporting visibility supports internal governance and makes it straightforward to produce structured issue summaries for stakeholder reviews or audit cycles aligned with frameworks such as ISO 27001. Learn more: Xoxoday Plum Help Centre — CMS / Agent & Ops Portal (Customer Management Service)CMS Ticket Lifecycle and Case Ownership
Understand how tickets are created, assigned, escalated, and closed inside Xoxoday Plum’s Agent and Ops Portal.
CMS Reports, Dashboards, and SLA Tracking
Explore the disposition-based reports and real-time dashboards that give ops teams visibility into ageing, resolution rates, and SLA compliance.