Give the case owner a factual support history and the source records needed to answer the complaint.
Set up the work
- Include the customer’s original issue.
- List promised refunds, replacements or follow-ups.
- Link the relevant messages and order.
- Name the support owner for open questions.
Separate what was promised from what was completed. An unsent draft or internal note is not a customer communication.
Use the case record
The merchant workflow connects the owner, evidence and submission record. Use the response guide when the draft is ready for review.