LL - CHO Notes Examples
Making good notes is an extremely important part of providing top-notch service to our customers! A good note will not only help us better serve the customer about their request if the need arises, but it also helps the note writer and other members of the team provide faster and more thorough service.
Notes go on ALL tickets! Whether we need the help of someone else on the team or not.
When we need assistance from another team member, we add a CHO Note to the ticket we're working on, providing all relevant information along with the specific request (i.e. Cancel order requests, return label requests, refund requests, etc.). Urgent requests are submitted via HelpScout ticket assignments.
Also, since our notes transfer from Help Scout into our CRM / ZOHO - we also must add the ticket number and agent initials to our notes.
See the sample below:
First: a note is placed on the ticket outlining these things
SCS - Ticket: - (ticket number) - (user first name)
1. Contact Information
- Channel: (Phone/Email/Chat/SMS/Social/TikTok/Amazon/BBB etc.)
- Call Disposition:
2. Customer Request & Reason
- Request Type: (Cancel/Return/Refund/Reship/Adverse Reaction/etc.)
- Reason:
3. Order Details
- Order ID/Product/Qty/Price Paid: SCS -
- Parent/Initial Order ID: SCS -
4. Previous Actions (If applicable, otherwise remove)
5. Resolution & Actions
- My Resolution Details: (what did you do to resolve? include RMA, Discounts, Coupon Codes, Escals, special needs, etc.)
- (Insert SI or Shopify Documentation for subscription adjustment, cancelation, refund confirmation, account update, etc taken here)
- Customer Actions: (What did the customer do before reaching out? Generated RMA, took down sell offer instead of proceeding with return/cancelation, canceled order online, updated contact information, etc.)
- Billing Actions: (Include Order ID to be refunded, Quantity Returned, Payment Method (Debit/Credit OR PayPal (offline=true/offline payment rcvd), Refund Amount) — Keep the ticket active and assigned to REFUND TEAM.
- Fulfillment Actions: — Keep the ticket active and assign it to the FULFILLMENT TEAM.
Note: Clean up your note - delete any of these lines that do not pertain to the customer request - for example, if this is not a billing request, delete the BILLING ACTIONS LINE.
Next:
If the request is urgent, time-sensitive, or involves changes needed in the Order Desk, you must run the workflow "Fulfillment Requests" and select either "Urgent" or "Not Urgent" to ensure it’s assigned based on its priority. Before running the workflow, make sure all relevant information is included in the CHO Notes to help the Fulfillment Team process the request efficiently. Additionally, remember to update the subject line to reflect the nature of the request (e.g., "Cancel [Order Number] Request," etc.).
If you're submitting a refund-related request, ensure all relevant information is provided and assign the ticket to the Refund Team for further assistance. Be sure to update the subject line to clearly reflect the request and keep the ticket active.
Example:
TSM Refunds/Cancels (Special) PayPal and VFI/SCS/DML Stripe ReCharge refunds
Brand - TICKEt NUMBER / Initials: TSM-123456 - lori:
NATURE OF REQUEST: PayPal refund needed
REASON: Unable to refund the card used to place the order: Refund Failed by Payment Gateway (The referenced transaction does not meet the criteria for issuing a credit.)
WHAT ACTIONS DID YOU TAKE? Received PayPal email address, blacklisted in SI, added to DNE, deleted MM acct. Also informed the customer that their refund is being processed.
WHAT ACTIONS DOES THE OPS AGENT NEED TO TAKE? Refund $67.00 via PayPal
PRODUCT NAME: GFAS
ORDER ID: 1245639
REFUND AMOUNT: $67.00
FOR PayPal REFUND INDICATE VERIFIED PayPal ID: email@address.com
Refunds after return or upon receiving return tracking information
