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.
Updated 3 October 2026 · CaseKit team
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
Order identification: confirm the customer and the affected order. If several orders match, ask which one the customer means before sharing details. Keep internal notes and unrelated customer data out of the reply.
Before a return reply: record the item and quantity, purchase date, the customer’s reported reason and the applicable policy. Distinguish a requested return from an approved return and from a completed refund. Confirm who pays postage and any conditions before sending instructions; applicable consumer rights still apply.
Before a shipping reply: check each fulfilment and line item. A label is not proof of carrier collection; fulfilment is not proof of delivery. For partial shipments, explain the state of each package. If tracking is absent or old, state what is unknown and give the next check date rather than inventing a carrier event.
Record the handoff: note the verified facts, customer request, approval needed, owner and follow-up date. If another team must act, give that team enough context and tell the customer when you will update them, even if the investigation remains open.
Final reply check: replace every placeholder, confirm language and tone, check links and amounts, and read the full draft against the current order. A checklist helps review; it does not cancel an order, issue a refund or send the message.
Using this workflow with CaseKit
CaseKit drafts replies from order facts in the Shopify app. The Gmail extension is optional. Review the draft against the current order and your store policy before sending; CaseKit does not send messages, cancel orders, issue refunds or create shipments.