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Returns SLA Design

Customer Success Customer Success Operations

The prompt

$18

Why this works

Type-specific SLAs account for the processing complexity difference between a defective item and a change-of-mind return. Breach compensation rules convert SLA failures into trust-building moments.

Risks & review

SLAs not grounded in current operational performance create systematic breaches that erode customer trust faster than no SLA at all. Set targets at current 80th percentile, not aspirational best-case.