The document summarizes an analysis of escalations received in May to identify errors contributed by customer support (CS) teams. It was found that 45% of escalations were due to problems with items received, while delivery issues and order cancellations each accounted for about 15-20% of escalations. An analysis of 109 CS errors identified defective items, missing deliveries, and wrong items received as the top issues. Most errors occurred at one particular site. Recommendations included improved training for CS representatives, processes for overriding returns, and dedicated escalation support.