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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
Related guides
- Best helpdesk tools (Shopify & WooCommerce) — A workflow‑first checklist for choosing tools.
- Support KPIs for e‑commerce — Track FRT, resolution time, repeat contacts and CSAT.
- Gorgias macros (Shopify & WooCommerce) — Macro ideas + how to structure templates.
- Shipping reply templates — Delays, tracking, missing parcels and delivery issues.
- Partial refund & goodwill credit templates — wording that reduces repeat tickets.
- Backorder / preorder support macros — ETA updates, split shipments, cancellations.
Install Casekit (free): copy an order summary and paste templates in seconds — works on WooCommerce and Shopify.
Want the ready version?
Casekit Pro includes templates and checklists — you can edit them to match your policy and tone.
Casekit Pro includes templates and checklists — you can edit them to match your policy and tone.