The e‑commerce support checklist
A practical checklist for support teams: what to verify, what to ask for, and what to communicate so tickets close faster.
Quality
Speed
Onboarding
Consistency
Most support delays come from missing information: missing photos, unclear next steps, or vague timelines. A simple checklist turns chaotic tickets into a predictable workflow.
Returns checklist
- Eligibility: order date + return window + exclusions
- Condition: is the item used? is packaging required?
- Evidence: photos for defects/damage when needed
- Resolution: refund vs exchange vs store credit
- Instructions: address/label + packing notes
- Timeline: receive → inspect → refund
Shipping checklist
- Tracking: resend link + explain update delays
- Address: confirm the delivery address
- Status: delayed vs delivered vs returned
- Next action: investigation, replacement, refund (policy)
- Expectations: clear ETA for next update
How Casekit helps
- Copy a clean order summary into your ticket in one click
- Paste a macro that already contains the right structure
- Tick a checklist so agents don’t forget steps