# Weekly Support Report **Week of 2026-02-12 to 2026-02-18** ## 1. Weekly Summary This week was marked by significant operational strain, with 457 open tickets reflecting persistent challenges in domain management, billing accuracy, and service reliability. The support team faced a high volume of refund requests and domain-related issues, indicating underlying service quality and process inefficiencies. Email delivery problems and affiliate payout failures added to customer frustration, while trust and safety suspensions surged, suggesting potential abuse or compliance gaps. Overall, the week revealed systemic bottlenecks that slowed resolution times and impacted customer satisfaction. ## 2. Top Issue Categories (Week) 1. **Refund Requests** - ~25% of tickets - *Pattern*: Customers sought refunds for hosting/domain services due to service failures, duplicate payments, or unmet expectations. - *Examples*: Hosting dissatisfaction, duplicate payment reversals, domain registration failures. 2. **Domain Registration & Transfer Issues** - ~25% of tickets - *Pattern*: Domains stuck in registry holds or transfer restrictions, requiring registrar intervention. - *Examples*: Domain transfer pending due to registrar lock, 60-day registration restriction blocking transfer. 3. **Billing & Payment Processing** - ~13% of tickets - *Pattern*: Confirmed payments not reflected in system invoices, requiring manual matching or refund processing. - *Examples*: MPesa payment not applied, OPay payment mismatch, Flutterwave payment not matched. 4. **Email Delivery & Configuration Problems** - ~15% of tickets - *Pattern*: Outbound mail rejected due to SPF/DKIM/PTR misconfigurations or server-side blocks. - *Examples*: Gmail rejecting outbound, SMTP 550 errors, VPS email sending failures. 5. **Trust & Safety/Suspensions** - ~8% of tickets - *Pattern*: Domains or services flagged for phishing/abuse, leading to suspensions. - *Examples*: Phishing domain suspension, fraud suspension appeals, domain reactivation requests. ## 3. Day-over-Day Trends - **Tuesday (175 tickets)**: Refund requests and domain registration issues dominated, with a notable spike in email delivery problems. - **Wednesday (282 tickets)**: Domain transfer issues surged to 25% of all tickets, indicating a critical bottleneck. Trust and safety suspensions also spiked, suggesting potential targeted abuse. - **No new categories emerged**, but the concentration of domain and billing issues intensified mid-week. ## 4. Team Bottlenecks The **domain transfer and registration process** was the single biggest bottleneck, accounting for ~25% of all tickets. Customers faced repeated delays due to registrar-side restrictions, fraud flags, and registry holds, often requiring multiple touches and escalations. This created a compounding effect: billing discrepancies prevented transfers, and unresolved transfers led to more refund requests. The lack of automated monitoring and slow registrar communication meant tickets lingered unresolved, dragging down team throughput and increasing customer frustration. ## 5. Customer Friction Points - **Service failures leading to refunds**: Customers experienced unmet expectations or service outages, forcing them to request refunds and start over elsewhere. - **Payment mismatches**: Confirmed payments not being applied caused confusion and required manual intervention, eroding trust. - **Email deliverability issues**: Business communications were disrupted, requiring workarounds and multiple follow-ups. - **Unclear suspension reasons**: Trust and safety flags left customers in the dark, with appeals often unresolved for days. ## 6. Urgent / Escalation Items - **Domain transfer failures**: Immediate cross-functional task force needed to resolve registrar-side restrictions and fraud flags. - **Trust and safety surge**: Investigate potential targeted abuse or false positives to prevent further suspensions. - **Billing system audit**: Resolve payment allocation and refund processing errors to prevent service disruptions. ## 7. Recommendations 1. **Establish a dedicated domain transfer resolution team** with 24-hour response targets and direct registrar contacts. 2. **Implement automated payment matching** to eliminate manual billing interventions and reduce errors. 3. **Conduct a service quality review** to address root causes of refund requests and improve customer communication. 4. **Launch a comprehensive email configuration audit** to resolve deliverability issues and prevent business disruptions. 5. **Strengthen trust and safety protocols** with proactive monitoring and clearer communication to customers about suspension reasons.