Issue Management

Issue Calendar

The Issue Calendar provides customers with visibility of both previously received and upcoming issues associated with their subscription.

In addition to serving as a historical record, the functionality provides a forward-looking view of scheduled publication and fulfilment dates, helping customers understand when future issues are expected to be released and delivered.

Providing greater transparency around issue schedules helps reduce uncertainty, improves the customer experience and can reduce fulfilment-related enquiries directed to customer service teams.

Benefits

• Provides visibility of upcoming issues
• Improves customer transparency
• Reduces fulfilment-related enquiries
• Enhances the customer experience
• Increases confidence in fulfilment schedules

Replacement Issues

Replacement Issues enables customers to request a replacement copy when an issue has not been received or has arrived damaged.

The functionality is governed by a configurable set of business rules that determine whether a replacement request can be submitted. These rules can be tailored according to delivery region, allowing organisations to apply different eligibility criteria for domestic and international customers.

For example, organisations may choose to allow replacement requests after different time periods depending on the customer's delivery location, ensuring that fulfilment policies remain aligned with operational requirements and expected delivery timescales.

All replacement issue rules are managed through the CMS, providing organisations with flexibility to adapt the experience without requiring development changes.

Benefits

• Automates common fulfilment requests
• Reduces customer service contacts
• Supports regional fulfilment policies
• Improves customer satisfaction
• Fully configurable through the CMS