{"ticket_id":"ACM-CS-2026-14218","created_on":"2026-04-07T09:14:00+02:00","created_by":"portal-form","customer":{"name":"Atelier Lemaire SPRL","account_id":"ACC-2022-0881","contact_email":"commandes@atelier-lemaire.be","contact_phone":"+32 4 252 78 90"},"category":"Shipping / delivery","priority":"high","subject":"Short shipment on PO LEM-2026-0312 — 2 of 5 cartons missing","description":"Customer reports that pallet received this morning contained only 3 of the 5 cartons listed on our packing list (order ACM-SO-2026-0729). The two missing cartons correspond to SKUs SCR-M8-50 (Qty 1.000) and WASH-M8 (Qty 2.000). Seal on the pallet was intact; carrier note shows no damage on collection. Atelier Lemaire needs the missing items for a production run scheduled 2026-04-10 — requests urgent resolution. Photos of pallet, CMR and seal attached via portal.","status":"in_progress","sla":{"first_response_target":"Within 2 business hours of ticket creation (per SME support plan contract ACM-SVC-2022-0881).","resolution_target":"Within 1 business day for priority 'high' shipping issues."},"assigned_team_or_agent":"Isabelle Durand — Customer Service agent (Tier 2)","communications":[{"timestamp":"2026-04-07T09:14","from":"portal (Atelier Lemaire)","to":"Acme CS queue","channel":"portal","summary":"Ticket opened via customer portal with photos of pallet, CMR and unbroken seal attached."},{"timestamp":"2026-04-07T09:48","from":"Isabelle Durand (Acme)","to":"Atelier Lemaire","channel":"email","summary":"Acknowledged receipt, SLA first-response met (34 min). Asked for carton label photos and logged incident to warehouse under investigation ID INV-2026-041."},{"timestamp":"2026-04-07T11:05","from":"Marc Dewinter (Acme warehouse)","to":"Isabelle Durand","channel":"chat","summary":"Warehouse confirms both missing cartons still on shelf — picking error traced to wave W-2026-0407-02. Cartons reserved; rebooked for express carriage today 14:00."},{"timestamp":"2026-04-07T11:22","from":"Isabelle Durand (Acme)","to":"Atelier Lemaire","channel":"phone","summary":"Called Mr. Lemaire to confirm resolution plan: missing cartons dispatched today 14:00 by express courier, ETA 2026-04-08 morning. Customer accepted; also to credit carriage on next invoice."},{"timestamp":"2026-04-08T10:40","from":"Atelier Lemaire","to":"Acme CS queue","channel":"email","summary":"Customer confirms missing cartons received at 09:55 and content correct. Thanks for swift handling."}],"resolution_summary":"Picking error identified in wave W-2026-0407-02 (packer acknowledged and coached). Missing SKUs SCR-M8-50 ×1.000 and WASH-M8 ×2.000 shipped express 2026-04-07, delivered 2026-04-08 09:55. EUR 24,50 carriage credited on next invoice per goodwill policy. Root-cause follow-up: added to monthly picking-accuracy KPI review.","resolved_on":"2026-04-08T10:45","csat_rating":{"score":5,"scale":"1–5","comment":"Very quick and clear communication, thank you — will continue to order from Acme."}}