## Support Snapshot - Issue type: ecommerce recurring support questions - Customer sentiment: mixed, usually anxious or frustrated - Business type: ecommerce shop - Support goal: create reusable macros for common order issues - Risk level: medium because refunds, delivery changes, and damaged items depend on policy - Suggested tone: calm, helpful, professional - Recommended asset type: macro library - Key policy placeholders: shipping window, refund policy, damaged item process, carrier limits ## Missing Details Checklist - [ ] Shipping policy link - [ ] Refund policy link - [ ] Damaged item replacement/refund process - [ ] Delivery address change deadline - [ ] Support email - [ ] Tracking link format - [ ] Approved compensation options - [ ] Escalation owner # Macro Library ## Macro 1 — Order Status / Where Is My Order? ## Use When Customer asks where their order is or says it has not arrived yet. ## Customer-Facing Reply Hi [Customer Name], Thanks for reaching out. I’m happy to check this for you. Your order number is [Order Number]. You can track it here: [Tracking Link]. If the tracking has not updated recently, it may still be moving through the carrier network. Please allow [Estimated Delivery Window] for delivery. If there is still no update by [Date], reply here and we’ll look into the next step. Thanks for your patience. ## Placeholders To Fill - [Customer Name] - [Order Number] - [Tracking Link] - [Estimated Delivery Window] - [Date] ## Internal Note Check order status, fulfillment status, tracking events, and delivery address before sending. ## Tags / Routing - order-status - shipping - tracking-request ## Escalate If - tracking has not updated for more than [X] days - package is marked delivered but customer says it is missing - customer has already contacted support multiple times - order value is above escalation threshold ## Do Not Say - “The carrier lost it” unless confirmed - “There is nothing we can do” - “Just wait” --- ## Macro 2 — Refund Request / Need Policy Check ## Use When Customer asks for a refund and eligibility is not yet confirmed. ## Customer-Facing Reply Hi [Customer Name], Thanks for reaching out. I can help check this for you. Please send your order number and the reason for the refund request. Once we have those details, we’ll review it based on our refund policy here: [Refund Policy Link]. We’ll follow up with the next steps as soon as we’ve checked the order. ## Placeholders To Fill - [Customer Name] - [Refund Policy Link] ## Internal Note Do not approve or deny refund until order details and policy eligibility are checked. ## Tags / Routing - refund-request - policy-check - needs-order-number ## Escalate If - customer threatens chargeback/legal action - order is high value - policy exception may be needed - customer is very upset ## Do Not Say - “You are definitely eligible” - “We never refund” - “You should have read the policy” --- ## Macro 3 — Damaged Item / Need Photos ## Use When Customer reports that an item arrived damaged. ## Customer-Facing Reply Hi [Customer Name], I’m sorry your item arrived damaged. We’ll help review this. Please reply with: - your order number - a photo of the damaged item - a photo of the packaging, if available - a brief description of what happened Once we receive those details, we’ll review the order and follow the next steps based on our damaged item policy: [Policy Link]. ## Placeholders To Fill - [Customer Name] - [Policy Link] ## Internal Note Check whether replacement, refund, store credit, or carrier claim applies based on policy. ## Tags / Routing - damaged-item - needs-photo - replacement-review ## Escalate If - customer reports injury or safety issue - multiple items arrived damaged - high-value item - possible carrier claim needed ## Do Not Say - “This is the carrier’s fault” - “We cannot help without photos” in a harsh way --- ## Macro 4 — Delivery Address Change Request ## Use When Customer asks to change their delivery address after placing an order. ## Customer-Facing Reply Hi [Customer Name], Thanks for contacting us. Please send the correct delivery address as soon as possible. If the order has not shipped yet, we’ll do our best to update it before fulfillment. If the order has already shipped, we may not be able to change the address, but we’ll let you know what options are available. ## Placeholders To Fill - [Customer Name] - [Order Number] ## Internal Note Check fulfillment status before confirming whether address change is possible. ## Tags / Routing - address-change - order-update - fulfillment-check ## Escalate If - order has already shipped - customer entered an obviously invalid address - high-value order - fraud risk appears possible ## Do Not Say - “No problem, we changed it” before checking fulfillment status - “You entered it wrong” # Support QA Checklist - [ ] All placeholders are filled before sending - [ ] Refund/return/damage policies are verified - [ ] Order status is checked before replying - [ ] Customer-facing reply is separate from internal note - [ ] No private payment data is requested - [ ] Escalation rules are clear - [ ] Tone is calm and non-defensive ## Recommended First Step Confirm the refund, shipping, damaged item, and address-change policies before adding these macros to your helpdesk. Next step: create a matching help center article.