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Customer support

Handling a return request

How one team described it:
“A customer submits a return through the form on our website. We look up the order in Shopify, the support lead decides on a replacement or refund in Slack and we email the customer the outcome.”
  • Gmail
  • Shopify
  • Slack
  • Stripe
  • DHL
5 run on their own2 stay with people

Typically saves 3–5 h a week

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Customer supportHandling a return request
Process description
Trigger
A customer submits the return form on the website
Outcome
The customer knows how the return turned out and nothing is left hanging.
Tools
GmailShopifySlackStripeDHL
Steps
  1. 1
    Confirm receipt to the customerSupport, tool Gmail
    Can be automated
  2. 2
    Look up the orderSupport, tool Shopify
    Can be automated
  3. 3
    Assess the returnSupport, tool Shopify
    Stays with a person
  4. 4
    Decide: replacement or refundSupport lead, tool Slack
    Stays with a person
  5. 5
    Issue the refundSupport, tool Stripe
    Can be automated
  6. 6
    Ship the replacementWarehouse, tool DHL
    Can be automated
  7. 7
    Tell the customer the outcomeSupport, tool Gmail
    Can be automated

Want this process in your company?

Make this process yours

Orbox starts from this example and asks how your team does it.

No developer? Work with an Orbox Partner

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