Support Playbook

Common Case Handling

Shipping Delays

• Verify whether the order is still in production, handed to the carrier, or in an exception state.
• Distinguish internal production delay from carrier delay.
• Share the last confirmed scan or handoff point when available.
• If tracking is stale, say so plainly and note the next checkpoint.
• Do not blame the carrier or factory without evidence.

Damaged Items

• Ask for photos of the item, packaging, shipping label, and visible damage.
• Capture the order ID, delivery date, and brief description of the damage.
• Do not debate whether the item "looks bad enough" in the first reply.
• Treat damage cases as evidence-driven and hand them off cleanly if replacement or refund approval is needed.

Custom-Approval Disputes

• Explain the approval status and the exact reason the order is waiting.
• If the customer believes they already approved or were not shown a revision, restate the current record without arguing.
• Keep the language neutral: confirm the approval history, then route any discrepancy for review.
• Never imply that production will continue until the approval gate is actually cleared.

Refund Requests

• Confirm the reason for the request and whether the issue is shipping, damage, approval, or dissatisfaction.
• Check whether a refund is eligible under the current order state and policy.
• If the request needs review, tell the customer that it has been passed to the responsible owner.
• Avoid using the word "approved" unless approval has already been granted.

Response Standards

• Use short paragraphs and one request at a time when evidence is needed.
• Repeat the essential facts back to the customer so they can confirm them.
• Use exact language for uncertainty: "I have not confirmed that yet" is better than vague reassurance.
• If the case is delayed internally, tell the customer what is being checked and what will happen next.
• End with a concrete expectation: next update, evidence requested, owner reviewing, or status already confirmed.

Handoff Bundle

When escalating or handing off, include:

• Order ID and customer contact.
• Issue category and one-sentence summary.
• Relevant dates, scans, approval events, or delivery milestones.
• Customer message history if the wording matters.
• Evidence received, especially photos or screenshots.
• The exact decision needed from operations, finance, or fulfillment.

Workspace Use

• Use Gmail for intake, threaded replies, and confirmation of sensitive requests.
• Use Docs for customer reply drafts, incident notes, and reusable approved language.
• Use Sheets when a shared case log is needed for delayed, refunded, or damage-related orders.
• Use Calendar only when the case requires a scheduled follow-up or timed operational checkpoint.