ticket → customer → draft → send → refund · outreach = we reach out first
Tickets
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English translation — edit here, then sync; the customer email above updates
pause is preferred · acts on this customer's Kaching sub
Rule: if the console can't do it, don't go hunting — flag Lucas.
Customer 360
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Refund (guard-railed)
= $0.00
Auto-executes within each reason's cap · 30–35% goodwill · 50% chargeback-prevention · 75% delivered-not-received (after an address-fix attempt) · 100% rebill complaint (good-faith) / legitimate issue / genuine non-delivery. If your reply says a refund was issued, process it here BEFORE sending. All refunds are emailed to Lucas in one weekly digest with stats (no per-refund pings).
Proactive outreach — we reach out first
For carrier / supplier events forwarded by Lucas — e.g. "package is at the customer's local post office awaiting pickup; it'll be returned if not collected." Resolve the order, draft (Tony), and send a new outbound ticket to the customer. Keeps the parcel from bouncing back to sender = the cheapest chargeback prevention there is.
Forwarded from Lucas
No outreach requests queued. Lucas forwards them via the 💬 bubble; or just paste the order # + situation on the right.
1 · Who & what
2 · Review & send
English — edit here, then sync down to the customer's language: