Tuesday on a support team.
One support@ for a small online shop. Four people, refunds and wholesale orders, and replies that should come back fast.
— a four-person shop support team · Example
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8:00
Overnight mail, already shared out.
The refund and wholesale rules have given each email to the right person. Order-status emails are answered: the team let that one kind send itself, with checks and a 10-minute undo.
Sent by RookeryWhere's my order? · undo 8:12 HighRefund for order 4471 · Lena has it -
10:40
A refund, drafted with its sources.
Rookery's draft cites the returns policy and the team's snippet. Lena changes one line and says yes.
Rookery's draft · waiting for Lena's yes Hi Ana, I'm sorry it arrived cracked. A new grinder goes out today… Used: returns policy · the “Damaged item” snippet -
13:20
A reply target, kept.
A wholesale email turns At risk. Kanya gets the notice and answers in time.
! At risk · 1:40 pmWholesale order change -
15:00
“Has she had this before?”
Lena asks @Rookery in a note whether a customer has had a damaged order before. Once, in June: a chipped mug, replaced.
Note · only your team sees this Lena: @Rookery has she had a damaged order before? Rookery: Once, in June: a chipped mug, replaced. Sources: order 3920 -
Fri
The week, in one page.
The lead exports Reports: first reply, replies within target, each person, and Rookery's share.
Reports · last 7 days Export CSV
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