Why This Matters:

• Accuracy → Ensures that Finance, Operations, and Suppliers receive the correct details without errors.

• Compliance → Protects the company from policy violations and discrepancies in audits.

• Efficiency → Saves time by giving all teams a standardized format to quickly understand the case.

• Accountability → Creates a clear record of who did what, when, and why.

• Smooth Handover → Ensures leadership, Finance, or Operations can immediately act without asking for clarifications.

Without templates, requests can get delayed, rejected, or mishandled — directly affecting customer satisfaction and team performance.

Refund Process Template (Internal Note) – Key Points

• Ticket Link → Always paste the exact Freshdesk (or applicable tool) link.

• Situation Overview → Short, clear summary (e.g., damaged item, wrong size, late delivery).

• Order Number → Double-check in Shopify for accuracy.

• Total Order Amount → Must reflect the full order value, not just the refund portion.

• Offer Given → Note the resolution (e.g., replacement, partial refund, store credit).

• Card Refund Amount → Indicate exact refund back to card.

• Store Credit Refund → Confirm the amount matches Shopify records.
  

• Reason for Refund → Be concise and factual (e.g., “Customer cancellation”).

• Consistency → Always align with refund policy.

• Final Check → Ensure Shopify refund matches exactly with the documented note.
  
  

Reshipment Process Template (Internal Note) – Key Points

• Reason for Reshipment → Must be clear (e.g., broken, missing, incorrect, or damaged item).

• Supporting Proof → Attach customer-provided photos or delivery proof.

• Accuracy → Double-check Shopify order details before proceeding.

• Internal Tracking → Log in the Item Issue sheet for Operations.
  
  

Order Cancellation Request Template (Internal Note) – Key Points

• Cancellation Reason → Be clear (e.g., “Customer request,” “Duplicate order”).

• Timing → Confirm whether the cancellation was before or after order processing.

• Refund Link → If refund applies, cross-reference with Refund Process Template.

• Final Confirmation → Always indicate if cancellation was fully completed in Shopify.
  
  

Invoice Request Template (Internal Note) – Key Points

• Invoice Amount → Must match Shopify records exactly.

• Reason for Request → Examples include:

  • Reshipping fee

  • Price difference (size/color exchange, upgraded shipping)

  • The customer requested a new invoice copy

  • Adjustment for missed discount/promotion

  • Replacement order with adjusted cost

  • Billing corrections (e.g., tax number, name, or address updates)

• Consistency → Always align with Shopify and Finance logs.

• Final Check → Confirm invoice is generated in Shopify before closing.
  
  

Key Reminder for All Templates

• Always keep notes professional, factual, and concise.

• Double-check Shopify and internal records before finalizing.

• Attach screenshots and supporting proof when needed.

• Consistency ensures faster approvals, fewer disputes, and smoother processing.
  
  

Process Flow & Status Updates

• After responding to the customer, set ticket status to:

  • Waiting for Supplier (if pending supplier confirmation), or

  • Waiting for Approval (if pending leadership/TL approval).

• Team Lead will review and process all requests at the start of the shift.

• Once the TL processes a refund or resolution:

  • TL adds an Internal Note confirming completion.

  • The ticket is updated to Pending until final closure.