Claims Initiation & Routing to Adjuster
Every customer support agent knows that few things disrupt the day like an order gone astray—a missing parcel, a wrong SKU, or slow shipment updates. Juggling urgent tickets, strict company policies, and sometimes unreliable data can lead to frustration for you and your customers. This step-by-step guide is designed specifically for busy e-commerce service agents: it cuts through confusion, clarifies what to ask, where to look, and how to act, so you achieve fast, accurate resolutions. With our process, you'll confidently handle even tricky order complaints, turn stressed customers into happy ones, and boost your own workflow efficiency.
Important Considerations
Keep these key points in mind for compliance and accuracy:
- Never share sensitive customer data externally.
- Always check the latest refund/return policy before acting.
- Document every step taken in both ticket and customer profile.
- When in doubt, escalate edge cases to a supervisor.
- Follow GDPR or relevant data privacy regulations for information handling.
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Workflow Guide For
Claims Initiation & Routing to Adjuster
Setting Up for Success
Preparation ensures smooth handling of every order issue. Before starting, make sure you have:
- Access to Shopify Admin and Zendesk ticketing system
- Permission to process refunds/adjustments within company policies
- Up-to-date internal policy documentation (internal wiki or guidelines)
- Contacts for logistics/shipping partners (Slack, email)
- Templates for customer communication
Important Considerations
Keep these key points in mind for compliance and accuracy:
- Never share sensitive customer data externally.
- Always check the latest refund/return policy before acting.
- Document every step taken in both ticket and customer profile.
- When in doubt, escalate edge cases to a supervisor.
- Follow GDPR or relevant data privacy regulations for information handling.
Follow these steps to streamline your workflow and enhance operational efficiency in your role.
Start Here
Step 1: Gather Essential Order Information from the Customer
"Please provide your order number, the email address you used for the order, and a brief description of your issue (e.g., item not delivered, wrong product, product damaged)."
Goal
Collect accurate and complete details from the customer to ensure the order issue can be quickly investigated.
Example
"Order #10517, email: customer@email.com. Issue: I received only one of two T-shirts I ordered. The second item was missing from the package."
Variations
- "Could you share your shipping address and a screenshot of your order confirmation?"
- "Can you clarify if the item is missing, delayed, or damaged?"
Troubleshooting
- Incomplete details: Politely ask the customer to provide any missing info, emphasizing it helps resolve the issue faster.
- Customer doesn't know order number: Ask for their full name and email so you can look up the order.
Step 2
Step 2: Investigate the Order Status in Internal Systems
"Check the order status for order [ORDER NUMBER] in Shopify and Zendesk. Review shipment tracking and internal notes for anomalies or updates."
Goal
Accurately determine the current status of the order (in transit, delivered, delayed, lost, etc.) and collect any relevant internal notes that might impact the resolution.
Example
>In Shopify: Order #10517 - marked as shipped via FedEx, tracking #12345; Zendesk ticket open, no previous resolution.
Variations
- "Review order in OMS and cross-check with shipment partner’s tracking portal."
- "Search Google Sheets tracker for any previous issues linked to this order number."
- "Ask the logistics team on Slack about latest shipment updates for the order."
Troubleshooting
- Tracking info out of date: Contact shipping partner or logistics for real-time updates.
- Order not found: Double-check details; confirm with customer; escalate if system lag/downtime is suspected.
Step 3
Step 3: Decide the Resolution Path Based on Company Policy
"Based on the customer's issue and our refund/return policy, should I process a refund, arrange a replacement, or escalate for supervisor review? Please confirm the appropriate action."
Goal
Choose the correct resolution (refund, replacement, escalation) aligned with documented policy and the order’s specifics.
Example
"Customer's package marked as lost by FedEx. Per company policy, initiate refund since the item is not recoverable and customer has not exceeded the refund limit."
Variations
- "Policy unclear: check internal wiki, or DM supervisor for guidance on edge cases."
- "For repeat refunds, escalate for supervisor approval before processing."
Troubleshooting
- Unclear policy for this case: Search internal wiki first; if outdated, escalate for supervisor input via Slack or Zendesk notes.
- Customer has prior issues: Check prior ticket resolutions and note for supervisor if escalation may be needed.
Step 4
Step 4: Communicate the Resolution to the Customer and Update Records
"Draft a clear, empathetic message to the customer, outlining the resolution (refund or replacement arranged) and next steps. Update the ticket and customer profile accordingly."
Goal
Ensure the customer is informed promptly and clearly about what will happen next, while maintaining accurate internal records to support follow-up and compliance.
Example
"We’re sorry for the trouble, [Name]. Your refund for $18.99 is being processed and will be returned to your original method of payment within 3-5 business days. Ticket #10517 marked as resolved in Zendesk."
Variations
- "Use a canned response template, personalized with the customer’s details."
- "For complex cases, send a summary email and escalate the Zendesk ticket."
- "Add a Shopify order note with outcome for future reference."
Troubleshooting
- Customer requests additional compensation: Check policy, and escalate for approval if needed before offering extras.
- System won’t update: Try a browser refresh or log the update for manual entry later.
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What You'll Achieve
After following these steps, you’ll resolve order issues efficiently and confidently. Customers will receive accurate, empathetic updates, and their problems—be it late, lost, or damaged items—will be fixed in line with policy. You’ll track all actions for compliance and future reference, boost your customer satisfaction scores, and contribute directly to brand loyalty and retention. Ultimately, your workflow will be smoother and your work, more rewarding.
Measuring Your Success
Success means resolving order issues quickly, accurately, and in a way that leaves both the customer and your team satisfied. Track your performance with these metrics:
- First contact resolution rate
- Average time to resolve ticket
- CSAT (Customer Satisfaction) score
- Re-open rate on resolved tickets
- Adherence to company policy
- Positive feedback or thank-yous from customers
Troubleshooting Your Workflow
Navigating workflow challenges can be daunting. This guide offers practical troubleshooting tips and innovative strategies to enhance your AI implementation.
Pro Tips & Tricks
- Use keyboard shortcuts in Shopify and Zendesk to speed up navigation.
- Save and personalize canned responses for common order issues.
- Maintain a personal cheat sheet of policy edge cases for quick reference.
- Use Slack or chat channels to get real-time updates from logistics when systems lag.
- Pin the most recent policy updates in your browser for instant access.
- If tracking info is slow, check multiple sources (carrier site, OMS, peer updates).
- Keep a log of frequent customer questions and your best replies.
Common Issues & Solutions
Here’s how to handle problems that often arise when resolving order issues:
- Issue: Order not found in system.
Solution: Double-check spelling, confirm with customer, and escalate if still missing. - Issue: Tracking info is outdated or missing.
Solution: Contact logistics partner for latest updates, provide honest ETA to customer. - Issue: Policy unclear for the situation.
Solution: Search internal docs, DM supervisor for guidance, and document what you’re unsure about. - Issue: Customer requests extra compensation.
Solution: Follow escalation process; don’t promise extras unless approved. - Issue: System error when updating records.
Solution: Refresh browser/relog; if unresolved, make a manual note for later update and inform IT.
Best Practices to Follow
- Confirm all order details with the customer before investigating.
- Cross-check order status in both OMS and shipment tracking portals.
- Always document actions in the ticket and order notes.
- Follow escalation protocols for exceptions—don’t guess on policy edge cases.
- Regularly review company policy updates and internal wikis.
- Protect all customer data per privacy guidelines.
- Send follow-up confirmations to customers after resolving issues.
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