Match the evidence to what the customer bought: a download, membership, course or physical product.
Set up the work
- Keep the exact product description from the sale.
- For access complaints, review delivery and account events tied to the purchase.
- For membership complaints, compare renewal and cancellation records.
- For merchandise, use the fulfillment and return history.
A course login does not answer a complaint about missing lessons or a cancelled membership. Respond to the issue stated in the case.
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.