> ## Documentation Index > Fetch the complete documentation index at: https://docs.vortexiq.ai/llms.txt > Use this file to discover all available pages before exploring further. # Costco Issues in Jira, Costco SIP > Open Jira tickets referencing a Costco PO or chargeback. Ageing tickets = unrecovered chargebacks + un-resolved ranging risk. How to read it, why it matter... **Metrics type:** [Cross-Platform Metrics](/nerve-centre/overview#metrics-types-explained) • **Category:** [Marketplace](/nerve-centre/connectors#connectors-by-type) > Open Jira tickets referencing a Costco PO or chargeback. Ageing tickets = unrecovered chargebacks + un-resolved ranging risk. ## At a glance > Cross-platform alert list of open Jira tickets referencing a Costco PO number or carrying a Costco-related label (`costco_chargeback`, `costco_delisting`, `costco_asn_late`, `costco_buyer_call`). Ageing tickets in this queue map to unrecovered chargeback dollars, un-pursued buyer-conversation opportunities for delisting reversals, and unresolved EDI / data-quality issues. The card is the operational triage view that confirms each Costco-side incident has a Jira owner and is being worked; gaps between Nerve Centre alerts and Jira tickets indicate triage failure. | | | | ---------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **What it counts** | `COUNT(jira_issues WHERE status NOT IN (Done, Cancelled) AND (po_number IN issue_summary OR labels CONTAINS costco_*))`. Tickets are deduplicated by issue key; a ticket referencing 3 PO numbers counts once. | | **API endpoint** | Jira REST API `GET /rest/api/3/search` with JQL: `project = OPS AND status != Done AND (summary ~ "PO 4500*" OR labels in (costco_chargeback, costco_delisting, costco_asn_late, costco_buyer_call))`. The card joins back to Costco SIP PO records by parsing PO numbers out of issue summaries and matching against the SIP datastore. | | **PO-number recognition** | Regex matches Costco's standard PO format (typically `4500xxxxxx`, 10 digits starting with 4500). Adjust the regex at the integration filter layer if your Costco trading partner uses a different PO format (Costco Canada SIP and Business Center programs sometimes differ). | | **Label-based recognition** | Tickets without a recognisable PO in the summary but tagged with a `costco_*` label are also counted. This catches buyer-conversation tickets, compliance investigations, and data-quality issues that do not reference a specific PO. | | **Cancellations** | Cancelled tickets (Jira status "Cancelled" or resolution "Won't Do") excluded; only actively-open tickets count. Closed tickets ("Done") excluded. | | **Currency / value** | The card is a count; for the dollar exposure pair with [Chargeback Risk (30d)](/nerve-centre/kpi-cards/costco-sip/chargeback-risk). | | **FBA / FBM** | Not applicable. | | **Ageing buckets** | The card displays a sorted alert list with each ticket's age (`now - created_at`); the alert fires on tickets >7 days old without status update because that is the threshold past which buyer-conversation reversal probability drops sharply and chargeback-recovery probability drops below 50 percent. | | **Time window** | `RT` (real-time, refreshed on every Jira issue webhook). | | **Alert trigger** | `>3 open >7d`. Triggers when more than 3 tickets are simultaneously open with no status update for more than 7 days. | | **Cross-platform only flag** | `only_when: has_jira_sibling`. Card hides if no Jira connector is integrated. | | **Roles** | owner, operations | ## Calculation Calculated automatically from your Costco SIP data. See the At a glance summary above for what the metric tracks and the worked example below for a typical reading. ## Worked example The same US household-goods supplier on Costco SIP plus a connected Jira instance for operations triage. Reading taken at 09:00 PT on 11 Mar 26. | Jira key | Summary | Label | Age (days) | Last status update | Estimated dollar exposure | | -------------------------- | ------------------------------------------------- | --------------------- | ---------- | ------------------ | ------------------------------- | | OPS-4123 | Costco PO 4500987612 missing ASN, chargeback risk | `costco_asn_late` | 3 | 09 Mar 16:42 | USD 750 | | OPS-4118 | Costco buyer call re paper-towel range refresh | `costco_buyer_call` | 5 | 06 Mar 11:20 | USD 92,000 weekly shelf revenue | | OPS-4099 | Costco PO 4500985201 chargeback assessed USD 480 | `costco_chargeback` | 8 | 03 Mar 14:10 | USD 480 | | OPS-4087 | Glass storage 8-piece set delisted, recovery plan | `costco_delisting` | 12 | 27 Feb 09:55 | USD 12,000 weekly shelf revenue | | OPS-4054 | Item-master GTIN drift across 7 SKUs | `costco_data_quality` | 18 | 21 Feb 14:00 | n/a (preventative) | | **Total open (this card)** | **5 tickets, 3 over 7-day threshold** | | | | | The card surfaces **5 tickets**; alert at `>3 open >7d` is firing because 3 of the 5 are older than 7 days. Five things to notice: 1. **The 12-day-old delisting ticket is the highest-priority neglected item.** USD 12,000 weekly shelf revenue per delisting × \~50 weeks = USD 600k annual exposure. The buyer-conversation window for reactivation is roughly 2 weeks; this ticket has crossed the threshold and the reactivation probability has dropped from \~30 percent to \~10 percent. Escalate today; document the supplier's reactivation proposal and request a buyer call within the next 5 working days. 2. **The 18-day-old GTIN-drift ticket is preventative work.** No immediate dollar exposure, but unresolved field drift accumulates and eventually triggers `gtin_invalid` delistings. The 18-day age suggests the ticket has been deprioritised; either schedule the data-quality work or close the ticket as "won't do" with explicit acceptance of the future-delisting risk. 3. **The 8-day-old chargeback ticket is the recoverable cash.** USD 480 chargeback can be disputed within 60 days of assessment; the dispute window is open and the supplier has 52 days remaining. The 7-day-old age means the chargeback is no longer fresh in the buyer's mind; assemble the evidence (delivered timestamps, BOL, 856 ASN proof) and file the dispute this week. 4. **The 5-day-old buyer-call ticket is approaching the alert threshold.** USD 92,000 weekly is the highest dollar exposure on the card; if the buyer-call has not happened by day 7, the supplier risks the full exposure crystallising. Confirm the buyer call is on the calendar. 5. **The 3-day-old missing-ASN ticket is on schedule.** Most missing-ASN tickets resolve within 3 to 5 days as the operations team pursues the missing 856 file or files the chargeback dispute. This ticket is healthy. ## Sibling cards merchants should reference together The Jira escalation queue is the operational triage view over Costco-side incidents. Pair with these: | Card | Why pair it with Costco Issues in Jira | What the combination tells you | | --------------------------------------------------------------------------------------------- | ------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------ | | [POs Missing ASN](/nerve-centre/kpi-cards/costco-sip/pos-missing-asn) | Source of `costco_asn_late` tickets. | Each missing-ASN row should have a Jira ticket within 24 hours; gaps indicate triage failure. | | [Items Delisted This Week](/nerve-centre/kpi-cards/costco-sip/items-delisted-this-week) | Source of `costco_delisting` tickets. | Each delisting should generate a buyer-conversation ticket; gap = missed reversal opportunity. | | [Chargeback Risk (30d)](/nerve-centre/kpi-cards/costco-sip/chargeback-risk) | Dollar form of `costco_chargeback` tickets. | The card's count plus chargeback risk dollars gives both workload and exposure. | | [Item Delisting Burst (24h)](/nerve-centre/kpi-cards/costco-sip/item-delisting-burst) | Source of high-priority buyer-call tickets. | Bursts should generate a single high-priority ticket aggregating all affected items. | | [Costco Account Health Score](/nerve-centre/kpi-cards/costco-sip/costco-account-health-score) | Composite signal. | Health score holding while ageing-Jira-tickets rise = unresolved work pile-up that will eventually surface in the score. | | Cross-connector: [`jira.tracker_open_issues`](/nerve-centre/jira/tracker_open_issues) | The full Jira open-tickets view. | This card is the Costco-filtered subset of the parent Jira card; the parent shows operational load beyond Costco. | | Cross-connector: [`jira.tracker_velocity`](/nerve-centre/jira/tracker_velocity) | Team throughput. | Rising Costco-ticket count without team velocity increase = work queue exceeding capacity; staffing review. | | Cross-connector: [`shipbob.sb_orders_open`](/nerve-centre/shipbob/sb_orders_open) | Where ShipBob is the fulfilment route. | Open ShipBob orders past SLA should appear here as `costco_asn_late` tickets if the SLA gap is escalated. | ## Reconciling against the vendor's own dashboard **Where to look in Jira:** [Atlassian Jira](https://www.atlassian.com/software/jira) → run JQL: `project = OPS AND status != Done AND (summary ~ "PO 4500*" OR labels in (costco_chargeback, costco_delisting, costco_asn_late, costco_buyer_call, costco_data_quality)) ORDER BY created ASC`. Save as a board view "Costco Open" for daily standup. The card's count should match Jira's count exactly; gaps mean either the JQL has drifted from the card's filter or Jira webhook delivery to Vortex IQ is lagging. **Costco does not have an equivalent dashboard.** This card is the supplier's internal cross-platform join; Costco's supplier portal has no view of internal Jira tickets. There is nothing to reconcile against on the Costco side. **Why our number may legitimately differ from Jira:** | Reason | Direction | Why | | ------------------------- | ---------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | **JQL filter drift** | Either | Card uses fixed regex / labels; team-managed Jira boards may use different filters that catch more or fewer tickets. | | **PO-number recognition** | Card may miss tickets | Card's regex matches `4500xxxxxx` PO format; tickets that reference Costco POs in a non-standard format (truncated, manually-typed) are missed. Add explicit `costco_*` label on those tickets to ensure inclusion. | | **Webhook lag** | Ours sometimes higher | Jira webhooks deliver to Vortex IQ on a 1 to 5 minute cadence; recently-closed tickets may briefly count on the card. | | **Project scope** | Either | Card looks at the configured Jira project (default `OPS`); if Costco-related tickets live in a different project (e.g. `WHOLESALE`, `B2B`), update the integration filter. | | **Sub-task counting** | Card-level depends on config | By default the card counts parent issues only; sub-tasks are visible in drill-down but not double-counted. | **Cross-connector reconciliation:** | Card | Expected relationship | Causes of legitimate divergence | | ---------------------------------------------------------------------------- | --------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------- | | [`jira.tracker_open_issues`](/nerve-centre/jira/tracker_open_issues) | This card is the Costco-filtered subset. | Subset count should always be ≤ parent count. | | [`jira.tracker_resolution_time`](/nerve-centre/jira/tracker_resolution_time) | Trailing 30-day resolution time across all tickets. | Costco-tagged tickets typically resolve faster than the average (they have explicit dollar and chargeback urgency). | ***
Documentation cross-reference (for retailers running multiple wholesale programs and Jira) Cross-platform Jira-tagged escalation queues exist with conceptually similar definitions across other wholesale programs. * [`walmart_dropship.wm_xc_cs_escalation_queue`](/nerve-centre/walmart_dropship/wm_xc_cs_escalation_queue) (US wholesale + Jira peer)
## Known limitations / merchant FAQs **The card shows 5 tickets but I see 12 in our Jira board. Why the gap?** Most likely 7 of the 12 either lack a Costco PO number in the summary or do not carry a `costco_*` label. The card uses fixed-pattern recognition; team-managed boards often use broader filters. Either tighten the Jira board filter to match the card, or update the supplier's ticket-creation template to always include the relevant label. The healthier pattern is to standardise on labels because PO-number presence in the summary is fragile. **My team uses Linear / ClickUp / Asana, not Jira. Does this card work?** The default integration is Jira; the same pattern works for Linear and ClickUp via the equivalent integrations. The card label says "Issues in Jira" because Jira is the most common operations-tooling pattern for SIP suppliers; rename via integration display label if your team uses something else. **Why does the card count tickets older than 7 days but the alert fires on the threshold of more than 3?** Two thresholds. The card displays every open Costco-related ticket regardless of age; the ageing-bucket sort highlights the older ones. The alert fires only when the count of >7-day-old tickets exceeds 3, which signals a triage backlog rather than a single neglected item. Adjust either threshold at the integration level if your operations cadence differs. **A Jira ticket was closed but is still appearing on the card. Why?** Webhook lag, typically clears within 1 to 5 minutes. If persistent, force a refresh of the integration; if still persistent, check the Jira ticket actually has status `Done` (not "In Review" or "Closed" which some Jira workflows treat differently). The card excludes only tickets in Jira-equivalent-of-Done states. **Costco assessed a new chargeback and I want to track it. How do I get it onto the card?** Two routes. (1) **Auto-creation**: configure the Vortex IQ alert framework to auto-create a Jira ticket when [Chargeback Risk (30d)](/nerve-centre/kpi-cards/costco-sip/chargeback-risk) increases; the auto-creation template includes the `costco_chargeback` label and the affected PO numbers in the summary. (2) **Manual creation**: open a Jira ticket with the PO number in the summary or the `costco_chargeback` label; the card picks it up on the next webhook refresh. **The 18-day-old GTIN-drift ticket is correctly low-priority. Can I exclude preventative work from the alert?** Yes. Configure the alert to exclude specific labels (e.g. `costco_data_quality` and `costco_buyer_call` excluded; `costco_chargeback`, `costco_asn_late`, `costco_delisting` included). The card itself will continue to track all five categories; only the alert behaviour changes. Most ops teams alert on the dollar-impact categories and treat preventative work as a sprint-planning input, not a P1 alert. **My Jira project is `WHOLESALE`, not `OPS`. Will the card find tickets?** Yes if you configure the integration correctly. The default JQL targets `project = OPS`; update to `project = WHOLESALE` (or whatever applies) at the integration filter layer. The card's behaviour does not change otherwise. **Multiple Jira projects host Costco-related tickets. Which does the card read?** Configure the JQL with `project IN (OPS, WHOLESALE, FULFILMENT)` to span multiple projects. The card aggregates across all configured projects; the drill-down shows the project for each row. **Should I get paged when the alert fires?** Yes for ticket-count thresholds (e.g. >5 open >7d), no for single-ticket aging (the daily alert is enough). Most ops teams page the operations director when the count crosses 5 simultaneous >7-day tickets because that signals a structural triage backlog. Single-ticket aging is handled in daily standup. **The card aggregates buyer-call tickets and chargeback tickets in one count. Should they be split?** Reasonable for higher-stakes operations. Configure two separate cards via the integration filter: "Costco Open Chargebacks" filtered to `costco_chargeback` (P1 dollar-recovery) and "Costco Open Buyer Conversations" filtered to `costco_buyer_call` + `costco_delisting` (P2 commercial). The default single-card view is appropriate for smaller suppliers; larger suppliers split the views. **Does the card see Jira sub-tasks separately?** By default no; only parent issues are counted. A parent issue with 5 sub-tasks counts as 1. Drill-down lists sub-tasks under the parent for context. Configure to count sub-tasks separately if your workflow assigns work at the sub-task level. *** ### Tracked live in Vortex IQ Nerve Centre *Costco Issues in Jira* is one of hundreds of KPI pulses Vortex IQ tracks across Costco SIP and 70+ other ecommerce connectors. Nerve Centre runs the detection layer; Vortex Mind investigates the cause when something moves; Ask Viq lets you interrogate any number in plain English. [Start for free](https://app.vortexiq.ai/login) or [book a demo](https://www.vortexiq.ai/contact-us) to see this metric running on your own data.