Process for Onboarding & Account Management Dev Fairy tickets

Before an Onboarding or Account Management issue/ticket can be assigned to the Dev Fairy queue it must be escalated and reviewed by the Onboarding Manager or L2 Support. No Onboarding/Account Management ticket should be added to the Dev Fairy queue without being checked by either the Onboarding Manager or L2 Support.

In the same manner as Support, Onboarding, and Account Management tickets going into the Dev Fairy queue will need to be either High or Medium Priority. Dev Fairy tickets will be resolved in date order for a better retailer experience. Low Priority issues will not be resolved so should not be added to the Dev Fairy queue. Retailers should be advised that the issue will not be looked at.

All Onboarding Dev Fairy tickets should have a tag named "Onboarding" added to them.

How to Determine the Priority of a Ticket

Note: As retailers are either new or in the onboarding stage to a new marketplace, revenue and/or not being live on a marketplace will not be valid metrics for onboarding DF tickets.

High Priority

For a ticket to be High Priority the issue will usually need to meet one or more of the following criteria:

• The issue is affecting an Enterprise retailer who has a go-live date to a new marketplace
• The issue will affect a large number of new marketplace retailers if not resolved
• The issue is affecting all, or more than 50%, of listings
• A retailer cannot go live on a new marketplace as a result of the issue

Medium Priority

For a ticket to be medium

• The issue is affecting between 20-50% of listings
• The issue will affect more retailers as new retailers onboard to the marketplace
   

Low Priority

For a ticket to be Low

• The issue is unlikely to affect other retailers
• The issue is only affecting a small number of products i.e. less than 20%
• The issue is not stopping a retailer from going live on the marketplace