How are customer complaints escalated and resolved in Plum?

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How Complaint Escalation Works

When an enterprise client receives a complaint from an end user related to the rewards or gifting experience, Xoxoday Plum provides a structured handover mechanism so that the client does not need to act as an intermediary for resolution. The complaint is transferred to Xoxoday Plum’s support helpdesk through a documented escalation path, and ownership moves to the Xoxoday Plum team from that point forward. This process is governed by a predefined handover protocol that specifies how complaints are submitted, who owns them at each stage, and what the expected resolution timelines are. It eliminates ambiguity in accountability and ensures that end users receive timely, consistent responses without the enterprise client having to manage every interaction manually.

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Ticket Tracking and SLA Enforcement

Every escalated complaint is logged as a support ticket within Xoxoday Plum’s helpdesk system. Tickets are assigned a priority level based on the nature of the complaint — for example, a failed reward redemption or an unreceived voucher — and resolution progresses in line with agreed SLA windows. SLA timers are tracked from the moment a ticket is created, giving both Xoxoday Plum’s team and the enterprise client a shared view of progress. For teams that manage internal communications through tools like Slack or Microsoft Teams, escalation notifications and status updates can be routed through these channels, keeping the relevant stakeholders informed without requiring them to log into a separate portal for every update.

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Periodic Reporting Back to the Enterprise Client

Xoxoday Plum does not treat escalation as a one-way handoff. Once complaints are resolved or during active resolution cycles, Xoxoday Plum provides periodic reports back to the enterprise client. These reports cover ticket volumes, resolution rates, average handling times, and any recurring patterns that may indicate a systemic issue in the rewards workflow. This reporting cadence is particularly valuable for large enterprise deployments where HR or procurement teams — often managing Xoxoday Plum alongside platforms like SAP SuccessFactors or Darwinbox — need visibility into service quality without being embedded in day-to-day support operations.

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Why This Matters for Enterprise Compliance

For organisations operating under strict governance requirements, an unstructured complaint process creates audit risk. Xoxoday Plum’s escalation framework is designed to be auditable: every ticket is timestamped, every handover is logged, and every SLA breach is flagged. This aligns with the documentation and accountability standards expected in environments that hold certifications such as ISO 27001 or SOC 2 Type II. The result is a complaint resolution model that protects the enterprise client from reputational exposure, ensures end users receive a professional support experience, and gives compliance teams the paper trail they need. Learn more: Xoxoday Plum Help Centre — General