Oracle List of Values - LOVs

Contact Reason Area Category
Beverage Support Beverage QC - Foreign Objects No Category

Beverage Support Beverage QC - Foreign Objects Ready to Drink
Beverage Support Beverage QC - Illness/Injury No Category

Beverage Support Beverage QC - Illness/Injury Ready to Drink


Beverage Support Beverage QC - Packaging No Category


Beverage Support Beverage QC - Packaging Ready to Drink

Beverage Support Beverage QC - Taste No Category


Beverage Support Beverage QC - Taste Ready to Drink



Beverage Support Beverage QC -Function No Category


Beverage Support Beverage QC – Function Ready to Drink

Beverage Support Starbucks Beverage QC No Category
Beverage Support Unhappy with Beverage Beverage Non-QC

Coffee Maker Support Abnormal Brewer Behavior No Category


Coffee Maker Support Accessories/Spare Parts Carafes/Frother
Coffee Maker Support Accessories/Spare Parts Cleaning/Maintenance
Coffee Maker Support Accessories/Spare Parts Pod Storage/Drinkware
Coffee Maker Support Accessories/Spare Parts Reusable Filters

Coffee Maker Support Accessories/Spare Parts Spare Parts


Coffee Maker Support Brew Volume Issues No Category
Coffee Maker Support Brewer Damaged No Category


Coffee Maker Support Frother K-Café

Coffee Maker Support Frother K-Latte

Coffee Maker Support Leaking No Category


Coffee Maker Support Power Issues No Category


Coffee Maker Support Unhappy with Brewer Coffee Maker Complaint

Coffee Maker Support User Interface No Category




Coffee Maker Support Brewer Registration No Category
Coffee Maker Support Unhappy with Brewer Customization

Connected Support Panel Inquiry No Category
Connected Support Wi-Fi/CoffeeMaker Connection No Category
Connected Support Wi-Fi/CoffeeMaker Connection No Category
Connected Support App Features No Category
Drinkworks Support Appliance/Accessories No Category
Drinkworks Support Pods No Category
Drinkworks Support Feedback No Category
Drinkworks Support Feedback No Category

Information Request FAQ No Category - FAQ
Information Request Consumer Feedback CSAT Survey


Information Request Customer Feedback Customization
Information Request Consumer Feedback Negative Feedback

Information Request Consumer Feedback Positive Feedback



Information Request Call/Chat Disconnected No Category



Information Request Information Request No Category -
Information Request Information Request No Category
Information Request Recycling No Category

Information Request Customer Calling Back No Category
KDP Actions KDP Initiated Action No Category

Order/Billing Support Subscription Cancellation

Order/Billing Support Cancellation
Order/Billing Support Cancellation

Order/Billing Support Subscription Issue


Order/Billing Support Subscription Manage Template


Order/Billing Support Billing Inquiry No Category

Order/Billing Support Order Inquiry No Category



Website Support Cust Account Inquiry/Update No Category

Website Support Account/Content/Support No Category

Website Support Checkout Assistance No Category

Website Support Email and Communications No Category



Sub Area
Glass/Plastic
Insect/Animal
Metal Parts/Bits/Shavings
Foreign Objects - Other
Glass/Plastic
Insect/Animal
Mold
Customer sought med attention
Headache
Itch/Rash
Stomachache
Illness/Injury - Other
Allergic Reaction
Headache
Stomachache
Bad Seal
Box/Pod Tampering
Contents Do Not Match
Damaged Pod Cup

Damaged Pod Lid
Missing Pods
No Lid
Not Filled
Foil Pack - Damaged/Missing
Bag Damaged
Please Select
Packaging - Other
Cardboard not perforated
Contents do not Match
Leaking
Puffy or Swollen
Spout Fell Out when Opened
Spout Missing
Underfilled
Bitter
Burnt
No Flavoring
Stale
Too Strong
Weak/Watery
Uncharacteristic
Under-flavored
Please Select
Bitter
Burnt
No Flavoring
Sour
Stale
Too Strong
Uncharacteristic
Under-flavored
Weak/Watery
White flakes/clumping
Bad Pod Puncture
Beverage Grounds in Cup

Clumps in Cup/Pod
No Brew/Short Cup
Please Select
Function - Other
Spout doesn't dispense/Clogged
Spout Leaking
Function - Other
Starbucks Quality Issue
BUBD
Coffee Strength Low
Does Not Like Taste
Packaging Change Perception
Puffy Pod/Flat Lid
Brew Flow Stops then Starts
Brewed on its Own
Brewer Grounds in Cup

Brewer Steam/Smoke
Grounds in Carafe
Large Pod Puncture
Needle Drip While Not Brewing
No Air Purge
No Heat
Noise/Vibration
Not Pulling Water from CWT
Overflow of Filter Basket
Slow/Delayed Brew
Unpleasant Odor/Taste
Warming Plate not Heating

Water Flowing to CWT from Tube
Carafe Damaged/Broken
Frother Lid Broken/Lost
Frother Not Working Properly
Frother Vessel Damaged/Broken
Frother Whisk Broken/Lost
Unhappy with Carafe/Frother
Damaged/Broken
Lost/Discarded
Unhappy with Product
Damaged/Broken
Damaged/Broken
Lost/Discarded
Brew Button
Brewer Feet
CWT Assembly
Drip Filter Basket
Drip Tray Assembly
Gasket Replacement Tool

Pod Holder
No Flow/ Short Cups
Over Volume
Over Volume Carafe
Short Carafe
Brewer Contamination
Brewer Debris in Cup
Buttons Sticking
Display - Cracked
Entrance Needle Assembly
Piece of Brewer Broke Off
Plastic Cracked/Scratched
Plastic Melted
Power Cord Damaged

Puncture Mech-Open/Close Issue
Burns/Scorches
Cold Froths Hot
Low/No Heat
No/Low Froth
Overflows
Rusted
No Power
Burns/Scorches
Frother Base Damaged
Frother Hot to Touch
Low/No Heat
No Power
No/Low Froth
Overflows
Leaking Around CWT
Leaking Around Carafe Rim
Leaking Around Drip Basket

Leaking Around Pod Chamber
Leaking From Brewer Base
Leaking Into Drip Tray

Leaking With My K-Cup
K10 Product Recall
GFI/Circuit Tripping
Not Powering Off
Not Powering On
Powering Off By Itself

Powering On By Itself
Sparking - Brewer
Sparking - Plug
Brewer/Pods discontinued
Brewing/Heating Noises
Cup Size Options
Design/Materials
Does Not Like Color
Does Not Like Size
Does Not Make Strong Coffee
Dupe Gift/Purchased Elsewhere
Excessive Dripping/Splatter
Not Hot Enough/Too Hot
Wet Brewer/Signs of Prior Use
All Lights Flashing
All Lights Solid

Buttons will not Flash
Buttons will not Light

Buttons will not Work
Cannot Set Functions
Clock Issues
Water Indicator Faulty
Cup Sensor Issues

Descale Constant/Flashing
Display Abnormal
Display Blank
Oops: Keurig Brand – Ring
Overheat Screen
Over Pressure Screen
Touchscreen Unresponsive
Register Brewer for Customer
LEDs not Flashing/Screen Stuck
Poor Print Quality

Colors do not match proof
Layout does not match proof
Customer Error
Print Miss-aligned
Colors are 'off'
Does Not Like Design
Request to Leave Panel
Install/Remove App Assistance
Panel Inquiry - Other
Unable to Connect to App
Unable to Connect to Wi-Fi
App Connection Assistance
General App feedback
Remote Brew
Schedule a Brew
Alexa
Google Home
Technical Issue/Not Working
FAQ
Set up Issues
Maintenance/Usage Support
Ingredients/Nutrition
Where to Buy
Beverage FAQ
Recyclability
Negative Feedback
Positive Feedback
Carafe/Frother
Cleaning/Maintenance
Storage/Drinkware
Reusable Filter
Does Not Want to Get Survey

General Feedback
Link not Working

Design/Color not available
Want to create my own design
Coffee Maker unavailable
Advertisement/Social Post
Beverage Taste/BUBD
Cannot Buy Product/Unavailable
Loyalty Program Feedback
Policy/Procedure/Pricing
Service/Agent
Shipping/Delivery
Company/Policy/Procedure
Products
Service/Agent
Shipping/Delivery
Customization Program
Subscription
Beverage
Coffee Maker
Call/Chat Disconnected
CCPA
Loyalty Program
Donation Program
Environmental
Keurig Dr Pepper
Out of Stock
Promos/Events
Store Location
Other Department Inquiry
User Guide
Brewer Recycling
How to Recycle Pods
Unhappy with Recycling
Pod Hard to Peel

Recycling Positive Feedback
Call Tag/Label Request
Follow Up on Unresolved Issue
Account Takeover
ReD Block
Fraud Suspected
Chargeback
Subscription Survey Follow Up
Internal Cancellation
Proactive Follow Up
Unannounced Return
Accidental Sign Up
Beverages Discontinued
Beverages Out of Stock
Coupon/Loyalty Issue
Deleted Duplicate A-D Order

Delivery Issues-Method/Time
Issue with Beverage or Brewer
KBB Cancelation Fee
KSK Cancelation Fee

Moving/Extended Travel
No Longer Using Keurig
Order Error/Did not ship
Over Stocked
Personal/Health Reasons
Prefer to Buy Near Home

Prefer to Buy on Another Site
Too Expensive
Trouble Editing A-D/Web Issue
Discount Issue
Duplicate Order Created
Failed to Process
Payment Method Issue
Problem with Process Date
Unable to Access
Unable to Edit
Add/Edit Items
Change Frequency
Change Process Date
Manage Birthday Benefit
Manage Referral Program
Update Address
Update Payment Information
Update Shipping Method
Confirm Order Details
Manage SMS Text
Authorization/Charge Inquiry
Invoice/Receipt Request
PayPal Issue
Tax Inquiry
2-day/Overnight Arrived Late
Address Incorrect-Cust Error

Call Center/CCCG Error
Cancelled Order Shipped
Carrier Lost/Delay
Coupon Not Applied to Order
Damaged in Transit
Delivered/ Not Received
Does Not Want/Buyers Remorse

Duplicate Order Shipped
Keurig Order Missing Product
Retail Brewer Missing Items
Returned to Sender
Stuck in Processing/Late Ship
Tracking Shows No Movement
Wrong Product Shipped

Suspected Customer Fraud
Suspicious Charges/Activity
Account Deletion Request
Address Book
Manage Communication Options
Payment
Personal Data Request
Profile Details
Brewer Registration Error
Cannot Access Account
Reward Points Missing
Support Page Issue

Web Content/Pricing Inaccurate
Cannot Update/Edit Cart

Customization Help
Error Message Received
No Issue Reported
Problem Redeeming Coupon
Website Page Unresponsive
CSR Coupon not Received

Opted out-Emails still sent
Order/Ship Emails not Received
Password Email not Received

Promo Email not Received
SMS Text Inquiry

Coding Definition
Cust reporting glass or plastic in pod or box
Cust reporting insect(s) or an animal in pod or box
Cust reporting metal parts, bits or shavings in pod or box
Cust is reporting an undistinguishable foreign object in pod or box
Cust reports mold on packaging or in beverage
Cust is complaining that drinking our beverage prompted them to
seek medical attention
Cust is complaining that drinking our beverage caused a headache
Cust is complaining that drinking our beverage caused a rash
Cust is complaining that drinking our beverage caused a stomachache
Cust is complaining that drinking our beverage caused an illess or

injury not listed above
Cust reports an itch/rash/allergic reaction after consuming beverage

Cust is complaining that drinking our beverage caused an illness or
Cust reports a having an upset stomach after consuming beverage
Lid is askew, peeling or not completely sealed/ Bag is not sealed
Consumer states that their new box of beverages appears to have
been opened and resealed or the beverages/pods have been used
Pods are labeled one thing and Box is labeled something else/Coffee
in bag does not match what is labeled on the bag
Cup is crushed, wrinkled or has holes
Lid is punctured, wrinkled or slit
Pod count is less than box count-22ct box only 20 pods inside
Lid is missing from pod
Sealed pod or bag contains no or little contents
Cust reports damaged or missing foil pack for two step pouch or cold
brew packs
Cust reports damage to coffee bag or valve/rips, torn, crushed
DO NOT USE! Workflow value only
Any other Beverage Packaging issue not listed above
Cust claiming no perforation on box/could not create hole for spout
Beverage inside does not match what box is labeled; latte beverage in
black coffee box
Beverage leaking out of bag
Bag is inflated;
Upon opening box, spout came free from bag
No spout is present on the beverage bag
Cust states that contents did not match amount on box
Consumer has had this beverage before and now says it tastes 'bitter'
Consumer has had this beverage before and now says it tastes 'burnt'
Consumer states that the flavored coffee has no flavoring-just tastes

like regular coffee
Consumer complaining that the beverage tastes stale-Not BUBD
Consumer has had this beverage before and it now tastes stronger
than normal
Consumer has had this beverage before and now says it looks or
tastes lighter than usual
This is consumer’s usual beverage and they say there’s something
wrong with it; isn’t its usual self, does not taste right; could be
described as skunky, like a chemical, etc.
Consumer states that the flavored coffee is not flavored enough

like regular coffee
Customer has had beverage before and states that it is sour or spoiled

than normal
"This is consumer’s usual beverage and they say there’s something
described as skunky, like a chemical, etc. "
Keep and revisit to see if any data
A particular type/brand of pods used are not being punctured either
on the top, bottom or both or, the pod cup gets crushed in the
brewer. If all pods used are not being punctured, please use Abnormal
Brewer Behavior
Grounds are found in cup after brewing one type of beverage pod
Undisolved powder in cup or left in pod after brewing
A specific beverage product (not the brewer) causes a short cup or no
brew to occur.-doesn't brew specific pod.
Any other Beverage Function issue not listed above
Spout only dripping; no flow; or button hard to press, nothing coming
out of spout
Button stuck in, overflow; dripping when not in use
Consumer is reporting a Bev QC issue with Starbucks Brand product.
Please redirect consumer to call Starbucks directly at 877-877-6331
Customer is not happy with BUBD, Received 'expired' beverage

ONLY USE IF: Customer's first time having beverage and it's not as
strong as they like or expected. IF customer consumes on a regular
basis, use Beverage QC. If ALL coffee is too weak and/or it's a brewer
issue use Brewer Complaint.
First time having beverage and cust doesn't care for the taste or it is
not what was expected; If not the first time having this beverage,
use Beverage QC; If all coffees not strong enough and they feel it's
the brewer, use Brewer Complaint
Cust feels that coffee inside pod has changed/tastes different now
that packaging has changed
Cust is reporting that pod lids are puffy or flat. Both are normal and
not indicative of freshness or any issue.
The brewer pauses during the brewing cycle then starts brewing
again.
Spontaneous brewing. The consumer turns on/plugs in the brewer
and the brewer immediately starts to brew out cold water until the
CWT is empty or the consumer unplugs brewer.
Grounds are found in cup after brewing multiple types of pods
The consumer sees steam or smoke coming from the brewer.
Grounds are found in carafe after brewing different types and
amounts of ground coffee
Consumer complains there is a large puncture being made by the
needle.
Liquid dripping from the needle after the brewer has completed the
brew cycle or when the brewer is in standby mode.
The consumer states that when the brew is done, there is no air purge
or "puff" of air. Could be dripping, could abruptly stop brew cycle
No Heating noises heard; the brewer feels cool to the touch. Heating
light won't go on or off
The brewer is loud or vibrates -- cup vibrates off drip tray, machine
moves on the counter, etc. Using something (mouse pad, towel, etc.)
underneath does not resolve the problem. Also, the brewer may be
making an odd or unusual noise.
The water in the CWT is not going down during the pre-fill or post-fill
process. PLEASE NOTE if its Out of Box and has never brewed
Coffee is brewing in the basket, not going into the carafe, and
overflowing over the sides of the filter basket
1) The brewer takes a long time to start brewing once the brew
button is pressed.
2) The brewer takes a long time to come out of "brewing" once liquid
has completed dispensing.
The output from the brewer has an unpleasant smell or taste that the
consumer cannot get rid of through traditional methods.
The warming plate will not heat
The consumer notices water going back into the CWT. The CWT may
feel warm. This is a higher priority than No Flow - No Brew or Short
Cups.
*DOCUMENT ACCESSORY/ISSUE IN DESCRIPTION- CAPTURE S/N* K-
Duo Glass carafe broken, K 2.0 carafe damaged, K-Duo Plus thermal
carafe broken; Lid doesn't fit, missing parts, damaged; IF SHIPPING
BOX DAMAGED- use 'Damaged in Transit'
*DOCUMENT ACCESSORY/ISSUE IN DESCRIPTION CAPTURE S/N*
Frother lid damaged or broken, Lid doesn't fit, missing etc; IF
SHIPPING BOX DAMAGED- use 'Damaged in Transit'
Description: Frother accessory burning/scorching, low heat, no heat,
not spinning, etc
Frother vessel damaged or broken, Lid doesn't fit, missing parts, etc;
IF SHIPPING BOX DAMAGED- use 'Damaged in Transit'
Frother whisk damaged or broken, missing etc; IF SHIPPING BOX
DAMAGED- use 'Damaged in Transit'
*DOCUMENT SPECIFIC ACCESSORY IN DESCRIPTION* Nothing is
wrong with accessory, cust just doesn't like it or is unhappy with
performance
*DOCUMENT SPECIFIC ACCESSORY AND ISSUE IN
DESCRIPTION*Damaged/ broken with no damage to shipping box- if
shipping box crushed- use Damaged in Transit;Date dial no longer on
the water filter handle-use Unhappy with Product,Rinse pods use Bev
QC
*DOCUMENT SPECIFIC ACCESSORY AND SCENARIO FOR LOSS IN
DESCRIPTION*
Cust cannot locate accessory or accidentally thrown away or cust was
not told would not come with WR and was discarded with original
brewer
*DOCUMENT SPECIFIC ACCESSORY IN DESCRIPTION*
Nothing is wrong with accessory, cust just doesn't like it or is unhappy
with performance; missing date indicator dial
*DOCUMENT ACCESSORY/ ISSUE IN DESCRIPTION* Carousel, or
storage drawer is damaged;carousel not spinning, drawer doesn't
close/open; drinkware cracked or broken; etc..- if shipping box is
crushed- use Damaged in Transit
*DOCUMENT ACCESSORY/ ISSUE IN DESCRIPTION* Nothing is wrong
with accessory, cust just doesn't like it or is unhappy with
performance
My K-Cup filter or K-DUO mesh filter is chipped or cracked, missing
parts, defective or damaged with no damage to shipping box; etc..-If
shipping box is crushed- use Damaged in Transit *DOCUMENT
SPECIFIC ACCESSORY AND ISSUE IN DESCRIPTION*
DESCRIPTION*Cust cannot locate accessory or accidentally thrown
away or cust was not told would not come with WR and was
discarded with original brewer
*DOCUMENT SPECIFIC ACCESSORY IN DESCRIPTION*Nothing is
performance
K2.0 Only- Brew Button lost or damaged
Rubber feet on the bottom of the brewer are missing
A cold water tank has been requested/sent due to being damaged,
defective or lost.
Replacement filter basket needed for either K-Duo/Essentials/Plus due
to defect or loss
A drip tray has been requested/sent due to the consumer's drip tray
being damaged, defective or lost.
Replacement gasket for K-Cup pod Brewing System is needed
Customer requested new pod holder due to the original being
damaged, defective or lost
Caller getting less coffee than the selected size indicated- NO FLOW:
Brewing started but not much or any flow; Output less than 1 oz.-
SHORTCUPS : Brews are consistently several ounces short or more.
Output over 1 oz.
Brewer consistently gives more that requested. Example: Select 6oz
and get 9oz, etc. Not applicable when brewer shortcups on one brew
(ex: shorts 3oz) and the next brew is over by 3oz. This is the HWT
correcting itself
Brewer consistently gives more than requested. Example: Customer
chooses 8 cups and gets 12 cups.
Brewer consistently gives a smaller amount in the carafe than
requested. Example: Customer chooses 12 cups but gets 8 cups.
Something has either been put into the brewer (milk, cream, etc),
mold has been seen, a non-Keurig approved descaler has been used
in the brewer (CLR, etc) or an infestation of some kind has happened.
Something other than coffee grounds appear in the cup (plastic,

rubber, screws). If the consumer can state specifically that the ENA is
breaking apart, then the SR should be coded as Entrance Needle
Assembly.
Buttons or switches get stuck up or down when pressing
The display glass is cracked
The black plastic piece around ENA is broken/cracked (also referred to
as "Area G"). The entrance needle itself breaks or is bent.
A part of the brewer has broken off / fallen out- (plastic, rubber,
screws). If the consumer can state specifically that the ENA is
Assembly.
Any part on the exterior of the brewer is cracked or is badly scratched
-- not from shipping.
Any plastic part on the outside of the brewer is melted. May include
CWT.
If the power cord gets damaged/cracked/etc somehow or feels loose.
Consumer cannot open/close the handle. Top and bottom not
aligned, pod stuck to needle, The handle itself is loose, cracked, or
broken. The Puncture Mech pops open on its own after it has been
closed (before, during, or after brew).
Milk is overheated, or vessel is scorched
The consumer pressed the cold froth but milk is heated
The milk/foam/froth is cold or temp is lower than expected
Low amount of froth or no froth is created
Milk overflows the frothing vessel
Consumer reports seeing rust in frother
No lights on frother, consumer reports no power to the frother
Base will not stay folded up, base disengaged from unit
Consumer is complaining that frother is too hot to hold or touch
There is no power to the frother, no illumination on the power button

Water is leaking from the CWT. Consumer has already rec'd a new
CWT and the leak still occurs.
Coffee leaks from around the plastic top of the carafe; at the seam
where the plastic meets the glass; Glass is NOT cracked or broken
Liquid is leaking from the seam at the top of the drip basket
Liquid is leaking from the K-Cup/Handle area (NOT My K-Cup).
Water is leaking from the bottom of the brewer. Includes leaking
from back, power cord area, and/or grates.
Water is leaking into the drip tray. Typically B31 or Rivo
Coffee is leaking from top of My K-Cup
Customer is asking if their product has been recalled or call is about
Item that is identified as part of an official recall
The GFI or Circuit Breaker is being tripped by the brewer.
Consumer cannot turn off brewer, has to unplug to power off.
Brewer wont turn on. Consumer tried different outlets. If the
customer is pushing the Power Icon on a 2.0 brewer, and the brewer
does not power on, this is considered User Interface/Touchscreen
Won't Work.
The brewer is powering/shutting off on its own (Auto Off not set).
The consumer states that the brewer is powering on without touching
it (auto on not set).
The consumer notices sparks coming from the brewer itself -- not the
plug.
The consumer complains that the brewer's power plug is sparking
either in the outlet or when the power plug is being plugged or
unplugged.
Cust is upset that brewer has been discontinued or, pods are
discontinued and brewer cannot be used: i.e. Vue; K-Mug, Rivo etc…
Cust finds the brewer is too loud-doesn't like noises made while
heating or brewing
Brewer doesn't make the size cup cust wants
cheap, plastic, poorly made, won't last, can't drain, reservoir too
small, multiple replacements, puncture mech hard to close etc..
Customer does not like the color of the brewer; wants a different color
Brewer is too big or too small
All coffee made in the brewer is not strong enough for customer
Received as gift; already has brewer; purchased elsewhere (on sale;

received sooner)
Coffee is splattering on counter; dripping after brew; too messy
Beverage temp is hot but not hot enough for their liking OR Beverage
temp is too hot for their liking
Water in packaging, dirty, used pod in chamber
All lights are flashing except "Auto Off." It will probably not power off.
All lights are illuminated, not flashing

The button's LED won't flash once the handle has been lifted up then
down.
The button's LED won't light but the button still works.
The button does not respond to pressing.
Cannot set fuctions (time, temp, auto on/off, etc.)
Clock not keeping proper time: gains or loses time
The brewer is calling to add water even though the CWT is filled OR
there is no indicator to add water if the CWT needs it to brew
For brewers with a cup sensor: cup or vessel is not recognized
Descale indicator remains on even though brewer was descaled
correctly
Screen abnormalities such as flickering, flashing, lines, no light/not
bright, returning to menu, Not Ready, Oops message or other screen
abnormalities not listed
The coffeemaker has power but the display screen doesn't show
anything/is blank
K2.0 only: Oops screen appears but pods have correct lid. Could
indicate label on the pod is faded or the slider is in the "down"
position
Applies to the K150/K155 and Vue brewers. The screen will show
"Overheat." It will probably not power off.
The "Water Under Pressure" error screen appears indicating a clogged
needle or over pressure. Please be sure to ask the consumer if this
screen came up during either a No Flow/No Brew or Short Cup event
The touchscreen doesn't respond when the customer presses/touches

it
Customer requesting for CSR to register their brewer; If cust
receiving an error or having an issue, please use WEBSITE SUPPORT
The button's LED won't flash or the screen will not advance to brew after the
handle has been lifted up then down.
The print is blurry, faint, scratched, etc…
Ex. Proof color is blue but purple was printed
What should be on the side/top does not match proof
Issue with design/color/spelling that is the consumers fault
Correct design was printed but print is not aligned properly
Proof matches but colors are not what customer expected
Nothing wrong with print; Design Remorse
Request to leave the panel
Assistance with installing/deleting the app
Other inquiries related to the panel or the Sensor within the brewer
Issues specific to connecting mobile app to the brewer
Issues specific to connecting home Wi-Fi to the brewer
Assist with connecting to Keurig App
Questions or feedback on other App features
Questions or assistance with Remote Brew
Questions or assistance with Schedule a Brew
Questions or assistance with connectinng Alexa to Smart Brewer
Questions or assistance with connectinng Google Home to Smart Brewer
Caller states that their drinkmaker is not functioning properly or, they
need help using it;CO2 cannisters not adding fizz to drinks; etc…
Transfer to Top Shelf
Questions about CO2; filters and how they work;what is the child
safety lock; whats in the cleaning tabs
Cannot connect via Drinkworks app; cannot attach CO2 canister;
cannot place reservoir, etc…
How to clean; how often, how to make beverages,...Transfer to Top
Shelf
Caller wants to know the ingredients or nutritional value of the
beverages; Transfer to Top Shelf
Caller inquiring on wher eto buy pods; Refer to drinkworks.com pod
locator
What type of plastic used, where are they manufactured, how much
alcohol inside, Transfer to Top Shelf
How to get bags, questions about Loop program; Transfer to Top
Shelf
Doesn't like appliance; upset Keurig making alcohol; Cannot
checkout/buy due to zip restriction; Cannot buy pods in their area
Loves their Home Bar; great idea for Keurig, etc…
*DOCUMENT ACCESSORY/ISSUE IN DESCRIPTION* How to use, size,
materials used to make, insulation etc…
How to assemble and place water filter, how does it work,
ingredients/materials used, is solution safe? Etc… FOR DESCALING
INSTRUCTIONS-PLEASE USE INFO REQ/BREWER FAQ
*DOCUMENT ACCESSORY/ ISSUE IN DESCRIPTION* How to use, how
many pods does it hold, how to assemble, material used to make,
dimensions/size?
*DOCUMENT SPECIFIC ACCESSORY IN DESCRIPTION* How to clean,
place in brewer, how to use for brewing in the K-DUO
Do not send surveys to consumer
Following up on submitted survey; received too soon, waiting to take
survey
Link broken or expired
Design not offered or wants more choices
Cust wants to upload their own custom design
Desired coffee maker is not part of the program
Cust disliked/upset with commercial or post on social media
Only use if first time having; if regular choice, use Bev QC
Pods made but not offered on website or not available locally for
purchase; EOS; "you should carry(beverage)"
OR Customer has a suggestion for a new product or wants to buy
products that are unavailable i.e. mugs
For OOS items please see Info Request
Unhappy with program; Earning/redemption/rewards offerings or
restrictions; Expired reward or points; Item not in rewards catalog
MBG; Cannot stack coupons/promos; feedback about environmental
issues/recyclability; OOW offer; Overall Website appearance; Upset
with prices
Cust upset with agent or service in general
Does not like Service used to ship package; Shipping policy;(7 days)
Cust liked commercial or post on social media

Cust loves KDP; subscription discount; recyclability; WR policy
Cust called to say they love our products/beverages; Brewer works
great; saves time
Cust praising agent who helped them or service in general
Cust happy with quick shipping/delivery
Questions about how customization works, designs, coffee makers
available, bulk order request etc..
Questions about how subscription program works including Refer-A-
Friend. DO NOT USE IF MAKING SUBSCRIPTION CHANGES
Frequently asked question about pods, i.e. what kind, flavors,
suggestions, etc
Question about coffee makers that do not require TS. Such as: how
to set features, what type of features, price, compatible pods,
maintenance questions…etc.
If your call flow is disrupted by the customer disconnecting the call.
This may happen prior to starting your conversation or after/during
your conversation, but you were unable to gather necessary
information to resolve the SR. If the reason for call is known, please
be sure to use the appropriate coding. If it is unknown, use
Information Request/Chat/Call Disconnect
Consumer has questions about the California Consumer Privacy Act

Consumer has questions about how loyalty program works and
rewards; Point balance inquries and expiration-DO NOT USE FOR
ORDER ISSUES
Caller requesting a donation from KDP; Need info about application
status
Consumer has questions about recycling, sustainability, plastics, Prop
65, etc.
Questions about KDP as a company; i.e. merger, policies, partners,
locations, employment opportunities, strategies etc…
Consumer is inquiring about an out of stock item
Caller asking which coupons/promos are active/available; questions
about giveaways, onsite events; TV offers; rebates, etc.
If there is an issue redeeming, please use Website Issue Area
Consumer is asking about retail locations where Keurig is sold
Call is transferred or directed to another department for handling.
Inquiries regarding commercial/unlicensed brewers, Canadian,
bilingual, wrong number, stuff we don't handle
Customer requests a brewer user guide. Can either provide digital link
or hard copy
Is brewer recyclable? How to recycle? What is KDP doing to support
brewer/coffee maker recycling?
How does the process work?; What should cust do to prep; is
recycling available in my area?
Cust is unhappy with recycling program; does not like plastic
production; unhappy with time taking to make all pods recylable; etc…
Cannot peel lid; difficult to prep for recyling

Cust is happy with recycling program and recyclable pods offered
Consumer calling to request a call tag to send back a brewer that has
been replaced
Cust called back about an unresolved issue: Still awaiting call back,
did you get my return? Did you process my credit?
Not to be used for repeat issues, i.e., TS successful for short cupping
but now happening again
Returning call from CCCG
Contact record on SR has been hijacked by someone other than acct
owner
ReD/CSI tool has blocked an order for the associated contact record
Suspicious activity suspected: WR; coupon abuse; DNR, etc.

Used by CCCG to document that a consumer is pursuing a refund for a
Keurig order via their bank
Outbound call from Corporate to consumer to assist/retain
Subscription customer based on cancellation survey feedback
Order or item(s) were cancelled/removed from order due to OOS, CC

Auth Failure, System issue, etc.
Review recent SR’s for notes regarding cancellation
Outbound call from Corporate to consumer to proactively gather

feedback regarding a previously resolved issue
Keurig.com order was unexpectedly returned to a KDP warehouse/DC

Return may be whole order or only partial; please see description for
details
Customer wishes to cancel because they were unaware that an Auto-

Delivery order was created
Beverage the consumer wants are EOL (no longer offered) or no
longer eligible for Auto-Delivery
Beverage the consumer wants are not in stock when Auto-Delivery
processed
Consumer wants to use coupons but cannot redeem them on an A-D
order; Dissatisfied with Loyalty program
The cancelled Auto-Delivery order was a duplicate
Consumer reports that it takes too long to receive their Auto-Delivery
Order or has issues with the delivery method (ie. FedEx/Smartpost)
Customer is cancelling due to an issue with their brewing system or

beverages/pods
Inquiries about the KBB cancellation fee, including requests to have it
refunded or questions about why it was charged
Inquiries about the KSK cancellation fee, including requests to have it
refunded or questions about why it was charged
Customer is cancelling for now due to moving or extended travel.
Please offer alternative options for customer, i.e. changing STA or
next process date.
Customer is no longer using the Keurig brand for beverage brewing
needs
Subscription order does not process or ship-Template doesn't create
an order
Customer is overstocked and does not want any more auto deliveries
at this time. Please offer alternative options for customer, i.e.
changing STA or next process date.
Consumer can no longer have coffee due to health reasons; KSK
commitment fulfilled and does not want to continue subscription
Customer finds it easier to purchase our products locally
Consumer is purchasing on a different site other than Keurig.com
Customer is cancelling due to pricing
Customer cancelling because they are unable to access A-D, update or
edit processing time, items, payment method or other info on the A-D
template. (Please offer solutions for the consumer before cancelling.
Offer to update or solve for issue)
Customer did not receive discount or discount is incorrect
More than one order processed on the same date/time
The Auto-Delivery did not process on the date scheduled. Explanation
may be unknown or, all items were OOS. No related A-D order shows
in Order History.
Payment method won't assign or update or payment method is blank
Order confirmation received before selected process date, CC

authorized early, or the AD processed before/after the date
scheduled. AD order shows in Order History
Cannot access auto-delivery template- Error message is returned
Cannot edit Subscription template/Cannot remove EOL or OOS item
Customer wants to add new or edit existing items on AD template

Customer wants to change the frequency in which they receive their
AD order
Customer wants to change the date on which their AD order processes
Caller needs to update their birth date or they dismissed the banner
and would now like to provide their birth date. No gift shows on
expected order- status of gift. For general questions about the
program, please use Info Req/Auto-Delivery Inquiry
Referral email needs editing, caller checking on status of referrals or
discounts. For general questions about the program, please use Info
Req/Auto-Delivery Inquiry
Customer wants to change their shipping or billing address
Customer wants to update billing address and/or payment information
Customer wants to change the method by which the order is shipped
Customer wants to confirm all of the details of their current

subscription template
Customer wants to modify phone number used to receive A-D text
messages, or to opt in or out of A-D text message alerts.
Cust sees multiple charges shown. Cust sees charge but order failed,
funds captured but auth remains on account, charged incorrect
amount/charge not matching order history
FOR PRICING DISCREPANCIES NOT YET PROCESSED, USE WEBSITE
ISSUES
Caller is requesting either an invoice or paid receipt for a k.com/k.ca
order
The consumer is calling with any billing issue related to PayPal
Questions about state tax charges, percentage, exemptions, duty
charges for PR
2nd day or overnight order did leave warehouse within 1 business day
of date order was placed but didn't deliver within promised time.
Confirm by tracking order.
Customer entered wrong address on order
Order placed incorrectly by an agent
Cust reports receiving order that was confirmed cancelled by
warehouse
Tracking stops and no further delivery updates appear. Order left
warehouse on time. All boxes were shipped but not all delivered.
Consumer has question about order in process related to charges,
status, tracking, product received, free shipping but order was not
over $39. Used for split ship order or OOS items
Customer forgot to use coupon on order or added coupon did not
apply discount
Tracking shows that shipment has been damaged while in transit or
the customer states they received damaged product
Tracking shows delivered, customer is claiming they did not receive
the shipment
Consumer no longer wants order; requests to cancel order
Consumer has reported receiving the same order more than once.
Only 1 order in order history: NOT FOR A-D ORDER
Product ordered is missing from shipment. All boxes received, product
missing from boxes. Retail Bundled items are missing from
coffeemaker box. Not used for box count missing pods…please use
Bev QC
Consumer buys a brewer from retailer other than Keurig.com that
should come with pods, accessory and it's missing from the box
Tracking indicates that the order was returned to the warehouse and
did not deliver to the consumer
Order status still shows ‘processing’ 3 business days after the date the
order was placed; Ship date is more than 3 business days after order
date (confirm by tracking the order)” This is replacing “Warehouse
Shipped Late
Tracking # appears in system but there are no scans or movement.
It may take 24 hours for carrier scans to appear.
Customer receives product that they didn’t order
Miss-ship repeated delivered/not received, wrong address; Caller is
requesting a brewer replacement and the circumstances appear
fraudulent, i.e. sequential or no s/n, threw brewer away, repeated
issues, i.e wont power on- Coupon Abuse; Brewer Reg
Caller asking about order they did not place- sees auth or charges on
CC, email address changed by someone other than account owner
Cust requests that we remove their account data and/or close their
K.com account as noted in our Privacy Policy
Add/Edit Shipping Address- If editing A-D, use…AD Code
Subscriptions/ opt in/out/down/up
Add/Edit payment methods-If maintaining A-D-USE AD code
Cust requests that KDP share personal data collected as outlined in
our Privacy Policy
Perfect Cup/email/name/personalization/Forgot password
Use when cust is having a problem registering, if no issue, use Brewer
Registration Assistance
Cannot access account/forgot password; If password reset email not
received, use Email and Communications Category
Cust states Perks points or Cash Back (CA) balance is incorrect
For expired points inquiry use Info Request/FAQ area
Videos not loading; content incorrect; unable to find information;
Cust reporting wrong information listed on website., i.e.item
descriptions; prices wrong; old promo/wrong promo info
Cust cannot edit quantity, remove items in cart
Customer requesting agent assistance with navigating the
customization program
Failed to place order; unable to authorize; We'll be back; cannot calc.
tax; address issue; Payment issues-cannot apply payment method
Only to be used if consumer asks to place an order and no issue is

reported
Consumer having trouble redeeming coupon and requires assistance;
customer is confused by promo, doesn't have required product in cart
Pages not loading, buttons don't 'do' anything, links broken, button
missing; page just 'spins'
Coupon sent by CSR in Siebel not received
Consumer still received emails from KDP even after he opted out.
Did not receive order confirmation, shipping notification, A-D reminder
emails; System sent to incorrect email address
Clicked 'Forgot Password' cust did not receive reset email
Opted in but did not receive brewer reg, welcome, daily deals,
promo/marketing emails/coupons; System sent to incorrect email
address
Inquiry about SMS text message for One-Time Purchase orders or wants to
learn more about text message alerts. If request is to update an A-D order,
please use Maintain Auto Delivery coding
Keurig Comments
Viewable by CCCG Only (Corporate
agents can select these values, but
everyone can view SRs with these
values)

values)

values)

values)
Order Number should not be required
for this subarea
Order Number should not be required

for this subarea
Contact Reason Area Category








Beverage Support Starbucks Beverage QC No Category





















Information Request FAQ No Category






Information Request Call/Chat Disconnected No Category









Order/Billing Support Billing Issue No Category











Sub Area
Glass/Plastic
Insect/Animal
Customer sought med attention
Headache
Itch/Rash
Stomachache
Bad Seal
Box/Pod Tampering
Contents Do Not Match
Damaged Pod Cup

Damaged Pod Lid
Missing Pods
No Lid
Not Filled
Foil Pack - Damaged/Missing
Bag Damaged
Please Select
Packaging - Other
Bitter
Burnt
No Flavoring
Stale
Too Strong
Weak/Watery
Uncharacteristic
Under-flavored
Please Select
Bad Pod Puncture
Beverage Grounds in Cup

Clumps in Cup/Pod
No Brew/Short Cup
Please Select
Function - Other
Starbucks Quality Issue
BUBD
Coffee Strength Low
Does Not Like Taste
Packaging Change Perception
Puffy Pod/Flat Lid
Brew Flow Stops then Starts
Brewed on its Own
Brewer Grounds in Cup

Brewer Steam/Smoke
Grounds in Carafe
Large Pod Puncture
Needle Drip While Not Brewing
No Air Purge
No Heat
Noise/Vibration
Not Pulling Water from CWT
Overflow of Filter Basket

Slow/Delayed Brew
Unpleasant Odor/Taste
Warming Plate not Heating

Water Flowing to CWT from Tube
Carafe Damaged/Broken
Frother Lid Broken/Lost
Frother Not Working Properly
Frother Vessel Damaged/Broken
Frother Whisk Broken/Lost
Unhappy with Carafe/Frother
Damaged/Broken
Lost/Discarded
Damaged/Broken

Damaged/Broken
Lost/Discarded
Brew Button
Brewer Feet
CWT Assembly
Drip Filter Basket
Drip Tray Assembly
Gasket Replacement Tool

Pod Holder
No Flow - No Brew
Over Volume
Short Cups
Over Volume Carafe
Short Carafe
Brewer Contamination
Brewer Debris in Cup
Buttons Sticking
Display - Cracked
Entrance Needle Assembly
Piece of Brewer Broke Off
Plastic Cracked/Scratched
Plastic Melted
Power Cord Damaged
Puncture Mech-Open/Close Issue
Burns/Scorches
Cold Froths Hot
Low/No Heat
No/Low Froth
Overflows
Rusted
No Power
Burns/Scorches
Frother Base Damaged
Frother Hot to Touch
Low/No Heat
No Power
No/Low Froth
Overflows
Leaking Around CWT
Leaking Around Carafe Rim
Leaking Around Drip Basket

Leaking Around Pod Chamber
Leaking From Brewer Base
Leaking Into Drip Tray

Leaking With My K-Cup
GFI/Circuit Tripping
Not Powering Off
Not Powering On
Powering Off By Itself

Powering On By Itself
Sparking - Brewer
Sparking - Plug
Brewer/Pods discontinued
Brewing/Heating Noises
Cup Size Options

Design/Materials
Does Not Like Color
Does Not Like Size

Does Not Make Strong Coffee
Dupe Gift/Purchased Elsewhere
Excessive Dripping/Splatter
Not Hot Enough/Too Hot
Wet Brewer/Signs of Prior Use

All Lights Flashing
All Lights Solid

Buttons will not Flash
Buttons will not Light

Buttons will not Work
Cannot Set Functions
Clock Issues
Cup Sensor Issues

Descale Constant/Flashing
Display Abnormal
Display Blank
Oops: Keurig Brand – Ring
Overheat Screen
Over Pressure Screen
Touchscreen Unresponsive
LEDs not Flashing/Screen Stuck
Cleaning/Maintenance FAQ
Storage/Drinkware FAQ
Does Not Want to Get Survey

General Feedback
Link not Working

Beverage Taste/BUBD
Cannot Buy Product/Unavailable
Policy/Procedure/Pricing
Service/Agent
Shipping/Delivery
Company/Policy/Procedure
Products
Service/Agent
Shipping/Delivery
Subscription
Beverage
Coffee Maker
Call/Chat Disconnected
CCPA
Donation Program
Environmental
Keurig Dr Pepper
Out of Stock
Promos/Events
Store Location
Ordering Shipping FAQ
Other Department Inquiry
User Guide
Brewer Recycling
How to Recycle Pods
Unhappy with Recycling
Pod Hard to Peel

Recycling Positive Feedback
Call Tag/Label Request
Follow Up on Unresolved Issue
Account Takeover
ReD Block
Fraud Suspected
Subscription Survey Follow Up
Internal Cancellation
Proactive Follow Up
Unannounced Return
Accidental Sign Up
Beverages Discontinued
Beverages Out of Stock
Coupon/Points Restriction
Deleted Duplicate A-D Order

Delivery Issues-Method/Time
Issue with Beverage or Brewer
Moving/Extended Travel
No Longer Using Keurig
Order Error/Did not ship
Over Stocked
Personal/Health Reasons
Prefer to Buy Near Home

Prefer to Buy on Another Site
Too Expensive
Trouble Editing A-D/Web Issue
Discount Issue
Duplicate Order Created
Failed to Process
Payment Method Issue
Problem with Process Date
Unable to Access
Unable to Edit
Add/Edit Items
Change Frequency
Change Process Date
Update Address
Update Payment Information
Update Shipping Method
Authorization/Charge Inquiry
Invoice/Receipt Request
PayPal Issue
Tax Inquiry
2-day/Overnight Arrived Late
Address Incorrect-Cust Error

Call Center/CCCG Error
Cancelled Order Shipped
Carrier Lost/Delay
Coupon Not Applied to Order

Damaged in Transit
Delivered/ Not Received
Does Not Want/Buyers Remorse

Duplicate Order Shipped
Keurig Order Missing Product
Retail Brewer Missing Items

Returned to Sender
Stuck in Processing/Late Ship
Tracking Shows No Movement
Wrong Product Shipped

Suspected Customer Fraud
Suspicious Charges/Activity
Follow-up on Installation
Address Book
Manage Communication Options
Payment
Personal Details
Account Deletion Request
Personal Data Request
Cannot Access Account
Support Page Issue

Web Content/Pricing Inaccurate
Cannot Update/Edit Cart

Error Message Received
No Issue Reported
Problem Redeeming Coupon
Website Page Unresponsive

CSR Coupon not Received
Opted out-Emails still sent
Order/Ship Emails not Received
Password Email not Received

Promo Email not Received
Coding Definition
Cust is complaining that drinking our beverage prompted them to
seek medical attention
Cust is complaining that drinking our beverage caused a rash
Cust is complaining that drinking our beverage caused a stomachache
Cust is complaining that drinking our beverage caused an illess or

Lid is askew, peeling or not completely sealed/ Bag is not sealed
Consumer states that their new box of beverages appears to have
been opened and resealed or the beverages/pods have been used
Pods are labeled one thing and Box is labeled something else/Coffee
in bag does not match what is labeled on the bag
Cup is crushed, wrinkled or has holes
Lid is punctured, wrinkled or slit
Pod count is less than box count-22ct box only 20 pods inside
Lid is missing from pod
Sealed pod or bag contains no or little contents
Cust reports damaged or missing foil pack for two step pouch or cold
brew packs
Cust reports damage to coffee bag or valve/rips, torn, crushed
Any other Beverage Packaging issue not listed above

like regular coffee
than normal
This is consumer’s usual beverage and they say there’s something
described as skunky, like a chemical, etc.
A particular type/brand of pods used are not being punctured either
on the top, bottom or both or, the pod cup gets crushed in the
brewer. If all pods used are not being punctured, please use
Abnormal Brewer Behavior
Grounds are found in cup after brewing one type of beverage pod
Undisolved powder in cup or left in pod after brewing
A specific beverage product (not the brewer) causes a short cup or no
brew to occur.-doesn't brew specific pod.
Consumer is reporting a Bev QC issue with Starbucks Brand product.
Please redirect consumer to call Starbucks directly at 877-877-6331
Customer is not happy with BUBD, Received 'expired' beverage

First time having beverage and one particular beverage is not strong
enough or what was expected; If not the first time having this
beverage, use Beverage QC; If all coffees not strong enough and
they feel it's the brewer, use Brewer Complaint
First time having beverage and cust doesn't care for the taste or it is
not what was expected; If not the first time having this beverage,
use Beverage QC; If all coffees not strong enough and they feel it's
the brewer, use Brewer Complaint
Cust feels that coffee inside pod has changed/tastes different now
that packaging has changed
Cust is reporting that pod lids are puffy or flat. Both are normal and
not indicative of freshness or any issue.
The brewer pauses during the brewing cycle then starts brewing
again.
Spontaneous brewing. The consumer turns on/plugs in the brewer
and the brewer immediately starts to brew out cold water until the
CWT is empty or the consumer unplugs brewer.
Grounds are found in cup after brewing multiple types of pods
The consumer sees steam or smoke coming from the brewer.
Grounds are found in carafe after brewing different types and
amounts of ground coffee
Consumer complains there is a large puncture being made by the
needle.
Liquid dripping from the needle after the brewer has completed the
brew cycle or when the brewer is in standby mode.
The consumer states that when the brew is done, there is no air
purge or "puff" of air. Could be dripping, could abruptly stop brew
cycle
No Heating noises heard; the brewer feels cool to the touch. Heating
light won't go on or off
The brewer is loud or vibrates -- cup vibrates off drip tray, machine
moves on the counter, etc. Using something (mouse pad, towel,
etc.) underneath does not resolve the problem. Also, the brewer may
be making an odd or unusual noise.
The water in the CWT is not going down during the pre-fill or post-fill
process. PLEASE NOTE if its Out of Box and has never brewed
Coffee is brewing in the basket, not going into the carafe, and
overflowing over the sides of the filter basket
1) The brewer takes a long time to start brewing once the brew
button is pressed.
2) The brewer takes a long time to come out of "brewing" once liquid
has completed dispensing.
The output from the brewer has an unpleasant smell or taste that the
consumer cannot get rid of through traditional methods.
The warming plate will not heat
The consumer notices water going back into the CWT. The CWT may
feel warm. This is a higher priority than No Flow - No Brew or Short
Cups.
*DOCUMENT ACCESSORY/ISSUE IN DESCRIPTION- CAPTURE S/N*
K-Duo Glass carafe broken, K 2.0 carafe damaged, K-Duo Plus
thermal carafe broken; Lid doesn't fit, missing parts, damaged; IF
Frother lid damaged or broken, Lid doesn't fit, missing etc; IF
Description: Frother accessory burning/scorching, low heat, no heat,
not spinning, etc
Frother vessel damaged or broken, Lid doesn't fit, missing parts, etc;
IF SHIPPING BOX DAMAGED- use 'Damaged in Transit'
Frother whisk damaged or broken, missing etc; IF SHIPPING BOX
DAMAGED- use 'Damaged in Transit'
*DOCUMENT SPECIFIC ACCESSORY IN DESCRIPTION* Nothing is
performance
*DOCUMENT SPECIFIC ACCESSORY AND ISSUE IN
DESCRIPTION*Damaged/ broken with no damage to shipping box- if
shipping box crushed- use Damaged in Transit;Date dial no longer on
the water filter handle-use Unhappy with Product,Rinse pods use Bev
QC
DESCRIPTION*
Cust cannot locate accessory or accidentally thrown away or cust
was not told would not come with WR and was discarded with original
brewer
Nothing is wrong with accessory, cust just doesn't like it or is
unhappy with performance; missing date indicator dial
*DOCUMENT ACCESSORY/ ISSUE IN DESCRIPTION* Carousel, or
storage drawer is damaged;carousel not spinning, drawer doesn't
close/open; drinkware cracked or broken; etc..- if shipping box is
crushed- use Damaged in Transit
*DOCUMENT ACCESSORY/ ISSUE IN DESCRIPTION* Nothing is
performance
My K-Cup filter or K-DUO mesh filter is chipped or cracked, missing
parts, defective or damaged with no damage to shipping box; etc..-If
shipping box is crushed- use Damaged in Transit *DOCUMENT
SPECIFIC ACCESSORY AND ISSUE IN DESCRIPTION*
DESCRIPTION*Cust cannot locate accessory or accidentally thrown
away or cust was not told would not come with WR and was
discarded with original brewer
*DOCUMENT SPECIFIC ACCESSORY IN DESCRIPTION*Nothing is
performance
K2.0 Only- Brew Button lost or damaged
Rubber feet on the bottom of the brewer are missing
A cold water tank has been requested/sent due to being damaged,
defective or lost.
Replacement filter basket needed for either K-Duo/Essentials/Plus
due to defect or loss
A drip tray has been requested/sent due to the consumer's drip tray
being damaged, defective or lost.
Replacement gasket for K-Cup pod Brewing System is needed
Customer requested new pod holder due to the original being
damaged, defective or lost
Brewer display says brewing (or brewing cycle was started) but is not
giving much or any output. Just getting drips/drops, tsp/tbsp, 1/8
cup, or 1 oz or less. Anything over 1 oz is a short cup.
Brewer consistently gives more that requested. Example: Select 6oz
and get 9oz, etc. Not applicable when brewer shortcups on one brew
(ex: shorts 3oz) and the next brew is over by 3oz. This is the HWT
correcting itself
Example: Consumer got 6 on 10 oz brew, 4 on 8 oz or 3 on 6 oz.
Sometimes all cups are consistently about 'x' oz short or more.
Anything less than 1 oz is No Flow - No Brew.
Brewer consistently gives more than requested. Example: Customer
chooses 8 cups and gets 12 cups.
Brewer consistently gives a smaller amount in the carafe than
requested. Example: Customer chooses 12 cups but gets 8 cups.
Something has either been put into the brewer (milk, cream, etc),
mold has been seen, a non-Keurig approved descaler has been used
in the brewer (CLR, etc) or an infestation of some kind has happened.
Something other than coffee grounds appear in the cup (plastic,

rubber, screws). If the consumer can state specifically that the ENA
is breaking apart, then the SR should be coded as Entrance Needle
Assembly.
Buttons or switches get stuck up or down when pressing
The display glass is cracked
The black plastic piece around ENA is broken/cracked (also referred
to as "Area G"). The entrance needle itself breaks or is bent.
A part of the brewer has broken off / fallen out- (plastic, rubber,
screws). If the consumer can state specifically that the ENA is
Assembly.
Any part on the exterior of the brewer is cracked or is badly
scratched -- not from shipping.
Any plastic part on the outside of the brewer is melted. May include
CWT.
If the power cord gets damaged/cracked/etc somehow or feels loose.
Consumer cannot open/close the handle. Top and bottom not

aligned, pod stuck to needle, The handle itself is loose, cracked, or
broken. The Puncture Mech pops open on its own after it has been
closed (before, during, or after brew).
The consumer pressed the cold froth but milk is heated
Consumer reports seeing rust in frother
No lights on frother, consumer reports no power to the frother
Base will not stay folded up, base disengaged from unit
Consumer is complaining that frother is too hot to hold or touch
There is no power to the frother, no illumination on the power button

Water is leaking from the CWT. Consumer has already rec'd a new
CWT and the leak still occurs.
Coffee leaks from around the plastic top of the carafe; at the seam
where the plastic meets the glass; Glass is NOT cracked or broken
Liquid is leaking from the seam at the top of the drip basket
Liquid is leaking from the K-Cup/Handle area (NOT My K-Cup).
Water is leaking from the bottom of the brewer. Includes leaking
from back, power cord area, and/or grates.
Water is leaking into the drip tray. Typically B31 or Rivo
Coffee is leaking from top of My K-Cup
The GFI or Circuit Breaker is being tripped by the brewer.
Consumer cannot turn off brewer, has to unplug to power off.
Brewer wont turn on. Consumer tried different outlets. If the
customer is pushing the Power Icon on a 2.0 brewer, and the brewer
does not power on, this is considered User Interface/Touchscreen
Won't Work.
The brewer is powering/shutting off on its own (Auto Off not set).
The consumer states that the brewer is powering on without touching
it (auto on not set).
The consumer notices sparks coming from the brewer itself -- not the
plug.
The consumer complains that the brewer's power plug is sparking
either in the outlet or when the power plug is being plugged or
unplugged.
Cust is upset that brewer has been discontinued or, pods are
discontinued and brewer cannot be used: i.e. Vue; K-Mug, Rivo etc…
Cust finds the brewer is too loud-doesn't like noises made while
heating or brewing
Brewer doesn't make the size cup cust wants
cheap, plastic, poorly made, won't last, can't drain, reservoir too
small, multiple replacements, puncture mech hard to close etc..
Customer does not like the color of the brewer; wants a different
color
Brewer is too big or too small
All coffee made in the brewer is not strong enough for customer
Received as gift; already has brewer; purchased elsewhere (on sale;
received sooner)
Coffee is splattering on counter; dripping after brew; too messy
Beverage temp is hot but not hot enough for their liking OR Beverage
temp is too hot for their liking
Water in packaging, dirty, used pod in chamber
All lights are flashing except "Auto Off." It will probably not power
off.
All lights are illuminated, not flashing
The button's LED won't flash once the handle has been lifted up then
down.
The button's LED won't light but the button still works.
The button does not respond to pressing.
Cannot set fuctions (time, temp, auto on/off, etc.)
Clock not keeping proper time: gains or loses time
The "Add Water" indicator is constantly on and reseating or replacing
the CWT does not fix the issue. Rivo makes loud grinding noise even
after filling tank, rivo button lights flashing in a circular pattern.
For brewers with a cup sensor: cup or vessel is not recognized

Descale indicator remains on even though brewer was descaled
correctly
Screen abnormalities such as flickering, flashing, lines, no light/not
bright, returning to menu, Not Ready, Oops message or other screen
abnormalities not listed
The coffeemaker has power but the display screen doesn't show
anything/is blank
K2.0 only: Oops screen appears but pods have correct lid. Could
indicate label on the pod is faded or the slider is in the "down"
position
Applies to the K150/K155 and Vue brewers. The screen will show
"Overheat." It will probably not power off.
The "Water Under Pressure" error screen appears indicating a clogged
needle or over pressure. Please be sure to ask the consumer if this
screen came up during either a No Flow/No Brew or Short Cup event
The touchscreen doesn't respond when the customer presses/touches

it
The button's LED won't flash or the screen will not advance to brew after the
handle has been lifted up then down.
How to assemble and place water filter, how does it work,
ingredients/materials used, is solution safe? Etc… FOR DESCALING
INSTRUCTIONS-PLEASE USE INFO REQ/BREWER FAQ
*DOCUMENT ACCESSORY/ ISSUE IN DESCRIPTION* How to use, how
many pods does it hold, how to assemble, material used to make,
dimensions/size?
Do not send surveys to consumer
Following up on submitted survey; received too soon, waiting to take
survey
Link broken or expired
Cust disliked/upset with commercial or post on social media
Only use if first time having; if regular choice, use Bev QC
Pods made but not offered on website or not available locally for
purchase; EOS; "you should carry(beverage)"
OR Customer has a suggestion for a new product or wants to buy
products that are unavailable i.e. mugs
For OOS items please see Info Request
MBG; Cannot stack coupons/promos; feedback about environmental
issues/recyclability; OOW offer; Overall Website appearance; Upset
with prices
Cust upset with agent or service in general
Does not like Service used to ship package; Shipping policy;(7 days)
Cust liked commercial or post on social media

Cust loves KDP; subscription discount; recyclability; WR policy
Cust called to say they love our products/beverages; Brewer works
great; saves time
Cust praising agent who helped them or service in general
Cust happy with quick shipping/delivery
Questions about how subscription program works including Refer-A-
Friend. DO NOT USE IF MAKING SUBSCRIPTION CHANGES
Frequently asked question about pods, i.e. what kind, flavors,
suggestions, etc
Question about coffee makers that do not require TS. Such as: how
to set features, what type of features, price, compatible pods,
maintenance questions…etc.
If your call flow is disrupted by the customer disconnecting the call.
This may happen prior to starting your conversation or after/during
your conversation, but you were unable to gather necessary
information to resolve the SR. If the reason for call is known, please
be sure to use the appropriate coding. If it is unknown, use
Information Request/Chat/Call Disconnect
Consumer has questions about the California Consumer Privacy Act
Caller requesting a donation from KDP; Need info about application

status
Consumer has questions about recycling, sustainability, plastics, Prop
65, etc.
Questions about KDP as a company; i.e. merger, policies, partners,
locations, employment opportunities, strategies etc…
Consumer is inquiring about an out of stock item
Caller asking which coupons/promos are active/available; questions
about giveaways, onsite events; TV offers; rebates, etc.
If there is an issue redeeming, please use Website Issue Area
Consumer is asking about retail locations where Keurig is sold
Customer has general questions about placing orders or our shipping
policy and methods. No problem reported with an existing order. For
issues with existing orders, use Contact Reason Order/Billing Support
Call is transferred or directed to another department for handling.

Inquiries regarding commercial/unlicensed brewers, Canadian,
bilingual, wrong number, stuff we don't handle
Customer requests a brewer user guide. Can either provide digital
link or hard copy
Is brewer recyclable? How to recycle? What is KDP doing to support
brewer/coffee maker recycling?
How does the process work?; What should cust do to prep; is
recycling available in my area?
Cust is unhappy with recycling program; does not like plastic
production; unhappy with time taking to make all pods recylable;
etc…
Cannot peel lid; difficult to prep for recyling
Cust is happy with recycling program and recyclable pods offered
Consumer calling to request a call tag to send back a brewer that has
been replaced
Cust called back about an unresolved issue: Still awaiting call back,
did you get my return? Did you process my credit?
Not to be used for repeat issues, i.e., TS successful for short cupping
but now happening again
Returning call from CCCG
Contact record on SR has been hijacked by someone other than acct
owner
ReD/CSI tool has blocked an order for the associated contact record
Suspicious activity suspected: WR; coupon abuse; DNR, etc.

Outbound call from Corporate to consumer to assist/retain
Subscription customer based on cancellation survey feedback
Order or item(s) were cancelled/removed from order due to OOS, CC
Auth Failure, System issue, etc.
Review recent SR’s for notes regarding cancellation
Outbound call from Corporate to consumer to proactively gather
feedback regarding a previously resolved issue
Keurig.com order was unexpectedly returned to a KDP warehouse/DC
Return may be whole order or only partial; please see description for
details
Customer wishes to cancel because they were unaware that an Auto-

Delivery order was created
Beverage the consumer wants are EOL (no longer offered) or no
longer eligible for Auto-Delivery
Beverage the consumer wants are not in stock when Auto-Delivery
processed
Consumer wants to use coupons/rewards catalog points and cannot
redeem them on an A-D order
The cancelled Auto-Delivery order was a duplicate
Consumer reports that it takes too long to receive their Auto-Delivery
Order or has issues with the delivery method (ie. FedEx/Smartpost)
Customer is cancelling due to an issue with their brewing system or

beverages/pods
Customer is cancelling for now due to moving or extended travel.
Please offer alternative options for customer, i.e. changing STA or
next process date.
Customer is no longer using the Keurig brand for beverage brewing
needs
Subscription order does not process or ship-Template doesn't create
an order
Customer is overstocked and does not want any more auto deliveries
at this time. Please offer alternative options for customer, i.e.
changing STA or next process date.
Consumer can no longer have coffee due to health reasons; KSK
commitment fulfilled and does not want to continue subscription
Customer finds it easier to purchase our products locally
Consumer is purchasing on a different site other than Keurig.com
Customer is cancelling due to pricing
Customer cancelling because they are unable to access A-D, update
or edit processing time, items, payment method or other info on the
A-D template. (Please offer solutions for the consumer before
cancelling. Offer to update or solve for issue)
Customer did not receive discount or discount is incorrect
More than one order processed on the same date/time
The Auto-Delivery did not process on the date scheduled. Explanation
may be unknown or, all items were OOS. No related A-D order shows
in Order History.
Payment method won't assign or update or payment method is blank
Order confirmation received before selected process date, CC

authorized early, or the AD processed before/after the date
scheduled. AD order shows in Order History
Cannot access auto-delivery template- Error message is returned
Cannot edit Subscription template/Cannot remove EOL or OOS item
Customer wants to add new or edit existing items on AD template
Customer wants to change the frequency in which they receive their

AD order
Customer wants to change the date on which their AD order
processes
Customer wants to change their shipping or billing address
Customer wants to update billing address and/or payment
information
Customer wants to change the method by which the order is shipped
Customer wants to confirm all of the details of their current

subscription template
Cust sees multiple charges shown. Cust sees charge but order failed,
funds captured but auth remains on account, charged incorrect
amount/charge not matching order history
FOR PRICING DISCREPANCIES NOT YET PROCESSED, USE WEBSITE
ISSUES
Caller is requesting either an invoice or paid receipt for a k.com/k.ca
order
The consumer is calling with any billing issue related to PayPal
Questions about state tax charges, percentage, exemptions, duty
charges for PR
2nd day or overnight order did leave warehouse within 1 business
day of date order was placed but didn't deliver within promised time.
Confirm by tracking order.
Customer entered wrong address on order
Order placed incorrectly by an agent
Cust reports receiving order that was confirmed cancelled by
warehouse
Tracking stops and no further delivery updates appear. Order left
warehouse on time. All boxes were shipped but not all delivered.
Consumer has question about order in process related to charges,
status, tracking, product received, free shipping but order was not
over $39. Used for split ship order or OOS items
Customer forgot to use coupon on order or added coupon did not
apply discount
Tracking shows that shipment has been damaged while in transit or
the customer states they received damaged product
Tracking shows delivered, customer is claiming they did not receive
the shipment
Consumer no longer wants order; requests to cancel order
Consumer has reported receiving the same order more than once.
Only 1 order in order history: NOT FOR A-D ORDER
Product ordered is missing from shipment. All boxes received,
product missing from boxes. Retail Bundled items are missing from
coffeemaker box. Not used for box count missing pods…please use
Bev QC
Consumer buys a brewer from retailer other than Keurig.com that
should come
Tracking with pods,
indicates accessory
that the andreturned
order was it's missing from
to the the box and
warehouse
did not deliver to the consumer
Order status still shows ‘processing’ 3 business days after the date
the order was placed; Ship date is more than 3 business days after
order date (confirm by tracking the order)” This is replacing
“Warehouse Shipped Late
Tracking # appears in system but there are no scans or movement.
It may take 24 hours for carrier scans to appear.
Customer receives product that they didn’t order
Miss-ship repeated delivered/not received, wrong address; Caller is
requesting a brewer replacement and the circumstances appear
fraudulent, i.e. sequential or no s/n, threw brewer away, repeated
issues, i.e wont power on- Coupon Abuse; Brewer Reg
Caller asking about order they did not place- sees auth or charges on
CC, email address changed by someone other than account owner
Request to change appointment date, missed appointment, complaint or

general follow-up
Add/Edit Shipping Address- If editing A-D, use…AD Code
Subscriptions/ opt in/out/down/up
Add/Edit payment methods-If maintaining A-D-USE AD code
Perfect Cup/email/name/personalization/Forgot password
Cust requests that we remove their account data and/or close their
K.com account as noted in our Privacy Policy
Cust requests that KDP share personal data collected as outlined in
our Privacy Policy
Cannot access account/forgot password; If password reset email not
received, use Email and Communications Category
Videos not loading; content incorrect; unable to find information;
Cust reporting wrong information listed on website., i.e.item
descriptions; prices wrong; old promo/wrong promo info
Cust cannot edit quantity, remove items in cart
Failed to place order; unable to authorize; We'll be back; cannot calc.
tax; address issue; Payment issues-cannot apply payment method
Only to be used if consumer asks to place an order and no issue is

reported
Consumer having trouble redeeming coupon and requires assistance;
customer is confused by promo, doesn't have required product in cart
Pages not loading, buttons don't 'do' anything, links broken, button
missing; page just 'spins'
Coupon sent by CSR in Siebel not received
Consumer still received emails from KDP even after he opted out.
Did not receive order confirmation, shipping notification, A-D
reminder emails; System sent to incorrect email address
Clicked 'Forgot Password' cust did not receive reset email
Opted in but did not receive brewer reg, welcome, daily deals,
promo/marketing emails/coupons; System sent to incorrect email
address
Keurig Comments
Since we don't make the Bunn carafe, should we remove?
Viewable by CCCG Only (Corporate agents can select these
values, but everyone can view SRs with these values)

Order Number should not be required for this subarea
Order Number should not be required for this subarea

SubStatus Rules
Refund Processed
Waiting for Consumer Response
Assigned
In Process This is default when SR is created
Resolved
Awaiting Receipt
Customer Replied
Status Rules
Will default to this value for all SRs created by a user.
Will defualt for all Emails sent from the Email Us page
New
Will default when customer replied to an outbound email that doesn't have SR# in
the email
Agents will need to manually set this value when assigning to a queue.
Pending
If Status = Pending and customer sends email response. Then Assigned To will be
set to NULL, Queue will be populated based on workflow of that SR type and
Status = Pending
Agents will manually select this value
Resolved If Status = Pending and customer sends email response. Then Assigned To will be
set to NULL, Queue will be populated based on workflow of that SR type and
Status = Pending
Agents will manually select this value
Cancelled Cancelled SRs will not be deleted from OEC. There is an Enterprise wide archive
policy that requires all SR to stay in our system for 7 years . Belinda looking into
this further.
Users will NOT be able to select this and this status is auto-set and indicates
permanent closure. SR becomes readonly and cannot be reopened
Closed
SR with Status = Resolved will be permanently Closed (status= Closed) after 60
days of Resolved date.
Comments
The number of cancelled SRs should be reduced once we move to OEC due to the
chance in process where Agent will start at SR. Majority of times agents cancel SRs as
they forgot to assign Asset or correct Contact. In OEC, agents can easily update these
values right on the SR.
OEC SR Channel Rules
Phone Defaults for any SR manually created by an agent

Chat Defaults for any SRs created by Chat
Social Media
Web Defaults for all Email Us form submissions

Email Defaults for any customer emails, where an SR needs to be created
Partner
Top Shelf
OB Email Blast
RESOLUTION CODE
Analysis Needed
Appeasement Product Sent
Auto Closed
Bev QC Info Request
Cancelled Order
Coupon Voided
Fee Waived/Canceled KSK
Issued Coupons
Issued Credit Request
KSK Restarted
MBG
Miss-ship Replaced/Returned
Non Triage Return
OBC-Left message/Email
Offer Declined- OOW

OOW - Sold Discounted System
Order Placed
POP Requested
POP Photo Request
POP Brewer Reqeust
POP Declined
Resolved
(Map SRs with Routine Maintenace to "Resolved")
RMA Completed
Routine Maintenance Map SRs to Resolved
Sent Accessory/Spare Part
System Not Returned
System WR-Free
Transferred to Top Shelf
Troubleshoot Successful
Upsell Accepted – Order Placed - No longer needed.
Map SRs to Resolved
Upsell Declined – Order Placed No longer needed. Map
SRs to Resolved
WR-Different Model
Appliance of Interest Not Returned
MBG - Not Returned
Special Interest Not Returned
POP Not Returned

Order Intercepted/RTS
Coupon Voided
Coffee Maker
DESCRIPTION Beverage Support
Support
An appliance/beverage is replaced and we need the
appliance/beverage back for analysis (Analysis Needed pop-up or YES YES
Special Interest)
Sending free pods/accessory as a courtesy if Consumer does not

want coupon. (Not for Miss-ships)
*If the Area/Subarea is a technical issue with an Appliance that was
resolved, a note in the description should states if coupons were
sent, and the Resolutions should remain “Troubleshooting YES YES
Successful”, “Routine Maintenance”, “System WR-Free”, “Analysis
Needed”, “OOW - Sold Discounted System”, or “Sent
Accessory/Spare Part”.
SR will close on it's own depending on the sub-status and length of

time open…CSRs SHOULD NEVER CHOOSE THIS YES YES
Request for additional Bev QC info has been sent to the consumer YES N/A
Order has been canceled either using the 'Cancel' button in NOBO or
in the backend by Support Services N/A N/A
CCCG Only - Will void a coupon if deemed no longer needed or
reissued YES YES
Customer's KSK was cancelled and the cancelation fee was waived N/A N/A
Coupons are sent to a customer via email for appeasement.

*If the Area/Subarea is a technical issue with an Appliance that was
resolved, a note in the description should states if coupons were
sent, and the Resolutions should remain “Troubleshooting YES YES
Successful”, “Routine Maintenance”, “System WR-Free”, “Analysis
Needed”, “OOW - Sold Discounted System”, or “Sent
Accessory/Spare Part”.
We are issuing the customer a credit - Not for MBG YES YES
The customers cancelled KSK order was restarted from their order
history N/A N/A
Customer is returning a brewer within the MBG timeframe for a
refund N/A YES
Swapping damaged or replacing missing accessory, beverage or
appliance (not used for warranty issues)
N/A N/A
New, unused appliance return-wrong model/color, fraud intercept
Appliance coming back due to multiple replacements on same

appliance, suspected replacement fraud, customer appeasement-No N/A YES
QC Analysis Required
Left a message or sent email reply and waiting for customer to
contact us YES YES
Customer does not want to place an OOW replacement order
today…They may call back, discuss with spouse, etc.. N/A YES
Customer accepted discount offer to replace their OOW brewer-
Order Placed N/A YES
CSR placed order as consumer is unable to place order on their own

due to no computer access, technical website issues, coupon code
won’t work, etc. Please be sure to use appropriate Area/Subarea N/A N/A
depending on the issue.
Proof of Purchase has been requested from the customer N/A YES
Photo Proof of Purchase has been requested from the customer N/A YES
Brewer Proof of Purchase has been requested from the customer N/A YES
Proof of Purchase has been rejected as invalid. Brewer should not
be replaced. N/A YES
Customer issue is resolved by answering questions,providing info or
other resolution not related to troubleshooting. No follow up YES YES
needed.
Used by Support Services group when the RMA is processed and
closed N/A N/A
Appliance issue is resolved by informing customer to descale/clean
the appliance or watch maintenance videos
Sent customer damaged or missing replacement parts or accessory-
CWT/Drip Tray/Filter Basket N/A YES
Used when customer doesn't call back for call tag or appliance is
simply not returned or received-please see call tag process N/A YES
Appliance is replaced free of charge. No Analysis Needed N/A YES
Drinkworks Home Bar Drinkmaker inquiry or issue is referred to the
Top Shelf Service Team N/A N/A
Troubleshooting is successful in fixing the appliance issue N/A YES
Customer accepted your offer to set this order up for auto-delivery
Customer declined to do auto-delivery. Please note in SR why it was

declined.
Used any time the replacement model is different than the original,
such as a WR brewer with an upgrade or sending a different model
as replacement due to inventory. Example is K-Elite is not working
and the customer wants a K-Café instead, the customer is unhappy N/A YES
with the K-Mini they purchased and wants a K-mini plus instead, or
the K-Duo Essentials is OOS so we are authorized to send K-Duo
instead.
Workflow logic will set this value when return is not received w/in
45 days N/A YES
45 days N/A YES
45 days YES YES
N/A YES
Order was intercepted and returned to KDP N/A N/A
Voided CSR issued coupon N/A N/A
Drinkworks Information Order/Billing
Connected Support KDP Actions
Support Request Support
YES N/A N/A N/A N/A
YES N/A N/A N/A YES
YES YES YES YES YES
N/A N/A N/A N/A N/A
N/A N/A N/A YES YES
N/A N/A N/A Yes Yes
N/A N/A N/A N/A YES
YES N/A YES YES YES
YES N/A N/A YES YES

N/A N/A N/A N/A YES
YES YES N/A N/A N/A
N/A N/A N/A YES YES
YES N/A N/A YES YES
YES YES YES YES YES
N/A N/A N/A N/A N/A

N/A N/A N/A N/A N/A
N/A N/A N/A N/A YES
YES N/A N/A N/A N/A

YES N/A N/A N/A N/A
YES N/A N/A N/A N/A
YES N/A N/A N/A N/A
YES YES YES YES YES
N/A N/A N/A YES N/A
N/A N/A N/A N/A YES
YES N/A N/A N/A N/A

YES N/A N/A N/A N/A
N/A YES N/A N/A N/A
YES N/A N/A N/A N/A
N/A N/A N/A N/A
N/A N/A N/A N/A N/A
N/A N/A N/A N/A N/A
N/A N/A N/A N/A N/A

N/A N/A N/A N/A N/A
N/A N/A N/A N/A YES
N/A N/A N/A N/A YES
Website Support
N/A
YES
YES Removed-using 'Resolved'
N/A
YES
YES
N/A
YES
N/A
N/A
N/A
N/A
N/A
YES
N/A
N/A
YES
N/A
N/A
N/A
N/A
YES
N/A
N/A
N/A See new values rows32-34

N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
N/A
RESOLUTION CODE Beverage Support Coffee Maker Support
Analysis Needed YES YES
Appeasement Product Sent YES YES
Auto Closed YES YES
Bev QC Info Request YES N/A
Cancelled Order N/A N/A
Fee Waived/Canceled KSK N/A N/A
Issued Coupons YES YES
Issued Credit Request YES YES
KSK Restarted N/A N/A
MBG N/A YES
Miss-ship Replaced/Returned N/A N/A
Non Triage Return N/A YES
OBC-Left message/Email YES YES
Offer Declined- OOW N/A YES
OOW - Sold Discounted System N/A YES
Order Placed N/A N/A
Resolved
(Map SRs with Routine Maintenace to "Resolved") YES YES
RMA Completed N/A N/A

Routine Maintenance Map SRs to Resolved
Sent Accessory/Spare Part N/A YES
System Not Returned N/A YES
System WR-Free N/A YES
Transferred to Comm Tech Team N/A YES
Troubleshoot Successful N/A YES
WR-Different Model N/A YES
Information Request KDP Actions Order/Billing Support Website Support
N/A N/A N/A N/A
N/A N/A YES YES
YES YES YES YES
N/A N/A N/A N/A
N/A YES YES YES
N/A N/A YES N/A
YES YES YES YES
N/A YES YES N/A
N/A N/A YES N/A
N/A N/A N/A N/A
N/A YES YES N/A
N/A YES YES N/A
YES YES YES YES
N/A N/A N/A N/A
N/A N/A N/A N/A
N/A N/A YES YES
YES YES YES YES
N/A YES N/A N/A
N/A N/A YES N/A

N/A N/A N/A N/A
N/A N/A N/A N/A
YES N/A N/A N/A
N/A N/A N/A N/A
N/A N/A N/A N/A
Queues Owners Channel Type
US AH Service Request All agents handling Call and Emails Emails & Calls
US AH CHAT Service Request All agents handling chats Chat
CC AFTER HOURS CCCG calls, emails
CC BEVQC Support emails
CC CALLTAGS Support calls, emails
CC CONNECTED_PANEL CCCG calls, emails
CC CSRAH Support & ETEAM calls, emails
CC ETEAM ETEAM calls, emails
CC FOREIGN_LANG Support & ETEAM calls, emails
CC ORDER_INQUIRY Support & ETEAM calls, emails
CC PARTS Support calls, emails
CC L2 SMART Technical Specialist Team calls, emails
CC SMART Technical Specialist Team calls, emails
CC SPECIALIST Support calls, emails
CC WEBSITE Support calls, emails
CC CREDITREQ Support Services (CCCG) calls, emails
CC MERGEREQ Support Services (CCCG) calls, emails
CC SUPPORTSERVICES Support Services (CCCG) calls, emails
CC QUALITY Quality calls, emails

Description
Queue will be defaulted to this value for all new call or email channel service requests created by either At
Home or Commercial Agents.
Oracle requires every user to be in a queue.
Queue will be defaulted to this value for chat channel service requests created by Chat agents
All SRs in any channel that request Corporate assistance.
Emails from Keurig.com Email Us form relatted to Questions regarding my Beverages or Accessories (Beverage
taste/flavor, Beverage pod is damaged, defective, etc..)
All SRs waiting for a calltag to be created
All SRs related to inquiries for the Connected Panel project
Email and Call backs. Literature requests here
callback requests
request to speak with agents who speaks Spanish
parts requests
SRs assigned to L2 Sapient team for further investigation
Tech Team assistance
callback requests
SRs from Keurig.com Contact Us page related to Website questions
auto-assigned based on workflow

Site Code
AA
AB
AC
AD
BA
BB
BC
BD
CA
CB
CC
DA
DB
EA
EB
FA
FB
FC
GA
GB
GVH
HA
HB
HC
IA
LC
LV
MA
MB
NA
NB
OA
OB
PA
PB
QA
QB
RA
RB
SA
SB
TA
TB
TC
UA
UB
VA
VB
WA
WB
XA
XB
YA
YB
ZA
ZB
Saved Searches available on the Service Request List View
Object Saved Search Name
Service Request Search by SR Number
Service Request All Open SRs Created by Me
Service Request All Open SR Assigned to Me
Service Request All Open SRs
Service Request All Service Requests
Service Request All Chat SRs Created by Me
Service Request After Hours
Service Request BevQC
Service Request CALLTAGS
Service Request CONNECT PANEL
Service Request CSRAH
Service Request ETEAM
Service Request FOREIGN LANGUAGE
Service Request ORDER INQUIRY
Service Request PARTS
Service Request L2 SMART
Service Request SMART
Service Request SPECIALIST
Service Request WEBSITE
Service Request POP REPLIES
Service Request CREDITREQ
Service Request MERGEREQ
Service Request SUPPORTSERVICES
Service Request BEV_QC Replies

ved Searches available on the Service Request List View
Query definition
Filter with SR Number field is searchable
All SRs where Created By = <Logged In User> and Status NOT (Cancelled, Closed, Resolved)
All SRs where Assigned To = <Logged In User> and Status NOT (Cancelled, Closed, Resolved)
All SRs where Status NOT (Cancelled, Closed, Resolved)
Displays all SRs in US org no matter of status
All SRs where Assigned To = <Logged In User> and Channel = Chat
All SRs where queue name = AFTER HOURS and Status NOT (Cancelled, Closed, Resolved) and
Assign To = "NULL"
All SRS where queue name = BEVQC and Status NOT (Cancelled, Closed, Resolved) and Assign To
= "NULL"
All SRS where queue name = CALLTAGS and Status NOT (Cancelled, Closed, Resolved) and Assign
To = "NULL"
All SRS where queue name = CONNECTED_PANEL and Status NOT (Cancelled, Closed, Resolved)
and Assign To = "NULL"
All SRs where queue name = CSRAH and STATUS NOT (Cancelled, Closed, Resolved) and
Resolution Code Not (POP Requested) and Assign To = "NULL"
All SRS where queue name = ETEAM and Status NOT (Cancelled, Closed, Resolved) and Assign To =
"NULL"
All SRS where queue name = FOREIGN_LANG and Status NOT (Cancelled, Closed, Resolved) and
Assign To = "NULL"
All SRS where queue name = ORDER_Inquiry and Status NOT (Cancelled, Closed, Resolved) and
Assign To = "NULL"
All SRS where queue name = Parts and Status NOT (Cancelled, Closed, Resolved) and Assign To =
"NULL"
All SRS where queue name = L2 SMART and Status NOT (Cancelled, Closed, Resolved) and Assign
To = "NULL"
All SRS where queue name = SMART and Status NOT (Cancelled, Closed, Resolved) and Assign To
= "NULL"
All SRS where queue name = SPECIALIST and Status NOT (Cancelled, Closed, Resolved) and Assign
To = "NULL"
All SRS where queue name = WEBSITE and Status NOT (Cancelled, Closed, Resolved) and Assign To
= "NULL"
All SRs where queue name = CSRAH and STATUS NOT (Cancelled, Closed, Resolved) and SubStatus
= Customer Replied and Resolution Code = POP Requested and Assign To = "NULL"
All SRS where queue name = CREDITREQ and Status NOT (Cancelled, Closed, Resolved) and Assign
To = "NULL"
All SRS where queue name = MERGEREQ and Status NOT (Cancelled, Closed, Resolved) and Assign
To = "NULL"
All SRS where queue name = SUPPORTSERVICES and Status NOT (Cancelled, Closed, Resolved) and
Assign To = "NULL"
All SRs where queue name = CSRAH and STATUS NOT (Cancelled, Closed, Resolved) and SubStatus
= Customer Replied and Resolution Code = BevQC Requested and Assign To = "NULL"

Oracle List of Values - LOVs

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Contact Reason Area Category

Beverage Support Beverage QC - Foreign Objects No Category

Beverage Support Beverage QC - Illness/Injury No Category

Beverage Support Beverage QC - Illness/Injury No Category

Beverage Support Beverage QC - Illness/Injury Ready to Drink

Beverage Support Beverage QC - Illness/Injury Ready to Drink

Beverage Support Beverage QC - Illness/Injury Ready to Drink

Beverage Support Beverage QC - Packaging No Category

Beverage Support Beverage QC - Packaging No Category

Beverage Support Beverage QC - Packaging No Category

Beverage Support Beverage QC - Packaging Ready to Drink

Beverage Support Beverage QC - Packaging Ready to Drink

Beverage Support Beverage QC - Taste No Category

Beverage Support Beverage QC - Taste No Category

Beverage Support Beverage QC - Taste No Category

Beverage Support Beverage QC - Taste No Category

Beverage Support Beverage QC - Taste No Category

Beverage Support Beverage QC - Taste No Category

Beverage Support Beverage QC - Taste Ready to Drink

Beverage Support Beverage QC - Taste Ready to Drink

Beverage Support Beverage QC - Taste Ready to Drink

Beverage Support Beverage QC - Taste Ready to Drink

Beverage Support Beverage QC - Taste Ready to Drink

Beverage Support Beverage QC - Taste Ready to Drink

Beverage Support Beverage QC - Taste Ready to Drink

Beverage Support Beverage QC -Function No Category

Beverage Support Beverage QC -Function No Category

Beverage Support Beverage QC – Function Ready to Drink

Beverage Support Unhappy with Beverage Beverage Non-QC

Beverage Support Unhappy with Beverage Beverage Non-QC

Beverage Support Unhappy with Beverage Beverage Non-QC

Beverage Support Unhappy with Beverage Beverage Non-QC

Coffee Maker Support Abnormal Brewer Behavior No Category

Coffee Maker Support Abnormal Brewer Behavior No Category

Coffee Maker Support Abnormal Brewer Behavior No Category

Coffee Maker Support Abnormal Brewer Behavior No Category

Coffee Maker Support Abnormal Brewer Behavior No Category

Coffee Maker Support Abnormal Brewer Behavior No Category

Coffee Maker Support Abnormal Brewer Behavior No Category

Coffee Maker Support Abnormal Brewer Behavior No Category

Coffee Maker Support Abnormal Brewer Behavior No Category

Coffee Maker Support Abnormal Brewer Behavior No Category

Coffee Maker Support Abnormal Brewer Behavior No Category

Coffee Maker Support Abnormal Brewer Behavior No Category

Coffee Maker Support Abnormal Brewer Behavior No Category

Coffee Maker Support Accessories/Spare Parts Carafes/Frother

Coffee Maker Support Accessories/Spare Parts Carafes/Frother

Coffee Maker Support Accessories/Spare Parts Carafes/Frother

Coffee Maker Support Accessories/Spare Parts Carafes/Frother

Coffee Maker Support Accessories/Spare Parts Carafes/Frother

Coffee Maker Support Accessories/Spare Parts Carafes/Frother

Coffee Maker Support Accessories/Spare Parts Cleaning/Maintenance

Coffee Maker Support Accessories/Spare Parts Cleaning/Maintenance

Coffee Maker Support Accessories/Spare Parts Cleaning/Maintenance

Coffee Maker Support Accessories/Spare Parts Pod Storage/Drinkware

Coffee Maker Support Accessories/Spare Parts Pod Storage/Drinkware

Coffee Maker Support Accessories/Spare Parts Reusable Filters

Coffee Maker Support Accessories/Spare Parts Reusable Filters

Coffee Maker Support Accessories/Spare Parts Spare Parts

Coffee Maker Support Accessories/Spare Parts Spare Parts