Onboarding & Standard Operating Procedure (SOP)
👋 Welcome to the Team
You are the first line of defense against chargebacks, refunds, and negative experiences — and also a key driver of revenue through upsells, cross-sells, and strong customer relationships.
Once you’re confident in the systems, you may be invited to support additional stores.
⚡ Quote: “Support isn’t just solving problems — it’s protecting revenue and creating repeat buyers.”
🧪 2-Week Trial Period
Your first 2 weeks are considered a trial period. During this time, we will assess:
- Communication and professionalism
- Responsiveness and reliability
- Upsell/cross-sell efforts
- Ability to de-escalate and retain revenue
- Refund and chargeback prevention performance
High performers may be invited to manage chargeback tools and take on more responsibilities.
💻 Tools You’ll Use
- Shopify (or relevant platform) → View and manage orders
- Support Inbox (email/helpdesk) → Handle manual replies and escalations
- Slack (or team chat) → Updates, communication, credentials
- Google Form (or equivalent) → Daily check-ins, ideas, feedback
✅ Getting Started
- Join the team chat → request access to:
- Order management platform (Shopify or equivalent)
- Support inbox
- Daily check-in form
- You are expected to get started within 48 hours of onboarding.
🧭 Core Responsibilities
- Respond to all customers with empathy + speed
- Prioritize high-anger or urgent inquiries
- Upsell, cross-sell, and promote subscriptions where possible
- If no subscription → encourage gifting or rebuying
- Prevent refunds + chargebacks at all costs
- Submit daily check-in form (mandatory)
- ⚡ Agent Coordination: Speak frequently with the sourcing/shipping agent to handle delays, cancellations, and updates — then relay that info to customers quickly.
💸 Revenue-Focused Support
You are not just solving issues — you are contributing to revenue growth.
Upsells & Subscriptions
- Encourage subscription sign-ups
- Promote gifting or rebuying if subscription not available
- Use every ticket to boost customer lifetime value
Performance-Based Growth
We track your performance to determine raises + bonuses:
- Refund rate
- Chargeback prevention success
- Upsell/cross-sell frequency
- Retention encouragement (rebuy, gifting, subscriptions)
🛑 Refund & Chargeback Policy
Refunds = last resort. Use escalation scale below:
Anger Level | Response |
1–3 (Mild) | Store credit + keep product |
4–6 (Frustrated) | 25% refund + store credit + keep product |
7–10 (Very Angry / Threatening) | Full refund + keep product (only if required) |
Chargeback Threats:
- Respond urgently
- Offer credit / partial refund / gift card
- If unresolved, issue full refund before dispute is filed
📆 Daily Checklist
- 🛒 Respond to all support tickets
- 🧠 Apply anger-level refund/credit strategy
- 💬 Monitor team chat for updates + policies
- 📦 Coordinate with sourcing/shipping agent for delays, cancellations, updates
- 📝 Submit daily check-in form (required)
🔒 Final Reminders
- Avoid refunds unless absolutely required
- Always attempt upsell, cross-sell, or subscription push
- Chargebacks = top priority to prevent
- Follow escalation scale consistently
- Team chat = source of truth. Check daily.
- Daily check-in = mandatory