title = "Customer Support Escalation"

content = """
Payment Operations handles Tier 1 support. Complex or specialized issues
require escalation to the appropriate team.

**Operations Handles:** Transaction status, settlement timing, fee
clarification, refund procedures, reconciliation guidance, API usage
questions, and chargeback documentation requirements. We provide
information and guidance within our scope.

**Escalate to Merchant Underwriting:** Application status, risk
assessment, contract or pricing changes, reserve questions.

**Escalate to Fraud and Chargeback:** Suspected fraud, chargeback
representment, retrieval requests, merchant fraud indicators.

**Escalate to Technical Integration:** API bugs, webhook failures,
SDK issues, integration architecture, rate limit increases.

**Escalate to Legal and Compliance:** Regulatory interpretation,
terms of service disputes, formal complaints, data protection
requests.

**Escalation Process:** Document the issue, customer impact, and
attempted resolution before escalating. Provide relevant transaction
IDs and timestamps. Escalations are tracked; merchants receive
updates per SLA.
"""  # noqa: E501

version = "0.0.1"
