Refund volume vs. escalations, Feb–Jun 2026
Refund request volume held flat around 150/month. Escalations did not — and the share still open at month end climbed from single digits to 64, meaning resolution capacity fell behind, not that more complaints simply arrived.
Where complaints trace back to
Complaint text bucketed by pattern. Of 149 escalations that reference a specific ticket, 40 (27%) map directly onto a ticket this console already flags as a Support/Finance mismatch.
No response / status visibility
81
Tracker mismatch / reconciliation gap
48
Off-tracker / no ticket captured
5