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GROWTH DEPT.HELPDESK

Use case · Returns and exchanges

Returns and exchanges, handled from the ticket.

A wrong size, a broken mug, a change of mind. Route each request to the people who handle returns, then refund or send a replacement without opening your store's admin.

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Illustration of the helpdesk with a made-up store. Every name, order and number is invented.

Questions this covers

  • “Can I swap this for a larger size?”
  • “It arrived broken”
  • “How do I send it back?”
  • “When will my refund arrive?”

How it works

From the customer's email to the answer

Three steps, each one a part of the helpdesk that works today.

  1. 1

    Requests reach the returns team

    Rules tag tickets that mention a refund, a return or damage and assign them to the team that handles returns.

  2. 2

    Fix the order from the ticket

    Refund, send a replacement or duplicate the order as a draft. The helpdesk shows what will change and runs it when you confirm.

  3. 3

    Point customers to the policy

    Publish your returns policy in the help center and link the article in your reply from the composer.

The parts of the helpdesk doing the work

  • Rules

    Tag and route new tickets before anyone opens them. Learn more

  • Order actions

    Refund, cancel, replace or change the address from the ticket. Learn more

  • Help center

    Articles customers find before they write in. Learn more

  • Contact forms

    Subjects and an order number field on every message. Learn more

Questions

Refunds, cancellations and free replacements need an admin unless your store settings let agents run them. Agents can still plan them for an admin to confirm.

Yes. Attachments up to 25 MB arrive with the ticket, and contact forms can accept images too.

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