Customer service operations

Daily queue

Start with work that has a deadline or can still be stopped. Then move to routine customer requests.

1. Review payment disputes and work the nearest response deadline first.
2. Review fraud blocks and high-risk orders before releasing fulfillment.
3. Check orders on hold, cancellation requests, and fulfillment exceptions.
4. Work refund, return, address, and subscription requests.
5. Finish with unanswered tickets and follow-ups promised to customers.

Order triage

Open the order from Orders. Read the timeline before taking action. Check the order status, fulfillment status, payment history, customer details, attribution, and notes.

Use tags for durable segmentation. Use notes for case context. Notes can be edited for five minutes after creation.

Fulfillment

Pause an unfulfilled order

Hold fulfillment

Use a hold while you resolve an address, fraud, or customer request. A held order does not resume by itself. Release it when the issue is closed.

Send an order before its scheduled release

Request fulfillment

Use this only after confirming that payment and order details are final.

Ask the fulfillment location to stop processing

Request cancellation

A request is not a confirmed cancellation. Wait for the fulfillment result before promising the customer that shipment has stopped.

For manually fulfilled items, record the carrier and tracking number when available and choose whether to notify the customer.

Refunds & returns

Confirm what the customer asked for, what has shipped, and which payment can still be refunded.

1. Open the order and review its transactions and fulfillment state.
2. Choose the items, quantities, shipping, tax, or adjustment that belong in the refund.
3. Check the total and refund destination before submitting.
4. Record the reason and any return instructions in the order timeline.

Create a return when goods need to come back. The return record should match the items, quantities, instructions, and outcome agreed with the customer.

Risk routine

Review disputes in Payments every day. If the account uses NEXT Risk Protect, review blocked orders and the signals behind each block before changing Risk Tolerance or releasing an order.

• Work dispute deadlines in order.
• Compare the billing address, IP information, verification results, and fulfillment evidence.
• Do not release a held order until the reason for the hold is resolved.
• Use your current rate card and payment breakdown when assessing financial impact.

For evidence preparation, use Submitting Chargeback Defense Evidence.

Tickets

If Support is enabled for the store, use Ticket Center for customer conversations. Read the full thread and linked order before replying.

• Use a public reply for customer communication and an internal note for staff context.
• Set the assignee, priority, type, linked order, and status before leaving the ticket.
• Use macros for repeatable actions, then edit the response so it answers the customer's actual request.
• Mark a ticket solved only when no further action is due from your team.

Use Support reports to review volume and response performance. The product documentation contains the current report dimensions and configuration options.

Escalation handoff

A useful escalation lets the next person act without rebuilding the case. Include:

• Store, order, customer, payment, dispute, or ticket identifiers.
• The customer's request and the deadline, if one exists.
• What you checked and what actions have already been taken.
• The remaining decision and who owns it.

Do not send full card data, passwords, API keys, or unrelated customer information in a ticket or chat.

Reference