Complaint showing under the wrong brand

Ticketclosed

Astley Brook Packaging · Complaint showing under the wrong brand

A complaint appeared under the wrong brand in the complaints view. Olivia traced it to the brand coming from the order, not the complaint. Closed 4 May 2026.

Priority low

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What happened

What this says

As at Fri 9 Oct 2026

A complaint appeared under the wrong brand in the complaints view. Olivia traced it to the brand coming from the order, not the complaint. Closed 4 May 2026.

Problem: Leanne reported that a complaint from last month showed a brand that did not match the claim letter. Handling: Olivia found the record, identified that the brand was taken from the order rather than the complaint, and passed it to engineering. She asked for a copy of the claim letter. First response took 447 minutes against a low-priority ticket. Watch: The evidence does not show whether the brand link has been fixed.

AI · claude-haiku-5-5 · as at Fri 9 Oct 2026

AImade from

Details

Updated 9 Oct 26

Prioritylow

Statusclosed

Categorybug

Channelemail

First response (min)447

CSAT2

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Trail

created · Leanne Partington 9 Apr 2026 11:25
Hi team, a complaint from last month is showing under the wrong brand in the complaints view. The customer saw the brand on the claim letter and it doesn't match what we have. Which brand, which line? I need to tell them what we've done, so can you let me know as soon as you can? Thanks, Leanne
Public reply · Olivia Grant 9 Apr 2026 18:52
Hi Leanne, thanks for flagging this. I've found the complaint record. The brand on it has come through from the order rather than from the complaint itself, so the wrong brand has been picked up. I've passed this to the engineering team. Could you send me a copy of the claim letter so I can check the link on our side? Olivia
Status change · Olivia Grant 30 Apr 2026 13:58
Status change · 4 May 2026 23:59

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BG-Demo is a fictional company; every organisation and person here is invented. B-Viz is the tool. Data as of Fri 9 Oct 2026. Help & Support

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Data	Records
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People at customers	1,880
BG-Demo staff records (in post and leavers)	65
Calls	2,593
Email threads	3,882
Support tickets	1,502
Documents	1,582
Deals	403
Invoices	365
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News items	147

Data as of Fri 9 Oct 2026. Text marked AI was written by the AI from the records listed in its made-from link; an AI output that cannot cite its evidence is refused and the previous text kept. Where two systems disagree (for example a contract and the CRM), the key facts show both values and mark the difference.

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