Knowledge Base Management

Create and manage support articles for agents

Total Articles

14

Published

14

Drafts

0

Physical Goods Issue: Where is my package?

Customer inquiring about order status or missing shipment. CHECKLIST: 1. Check PhysicalFulfillment ...

physical goods
+3 tags

Subscription Issue: My subscription didn't activate

Customer's subscription payment succeeded but access not granted. CHECKLIST: 1. Check Stripe subscr...

subscription issues
+3 tags

Physical Goods Issue: Item arrived damaged

Customer received damaged product. PROCESS: 1. Request photos of damage 2. Document condition in Su...

physical goods
+3 tags

Escalation Guide: When to Escalate

Escalation decision tree for support agents. ESCALATE TO TIER 2 (Vendor Success): - Vendor product ...

escalation
+3 tags

Vendor Issue: My product isn't showing in the store

Vendor reports product not visible. CHECKLIST: 1. Check product status (active/inactive in StorePro...

vendor issues
+3 tags

Fraud Detection: Red Flags to Watch

Common fraud indicators requiring immediate attention. RED FLAGS: - Multiple failed payment cards -...

fraud risk
+3 tags

Service Delivery Issue: Service not delivered

Customer paid for service but vendor hasn't delivered. CHECKLIST: 1. Check service start date vs cu...

service delivery
+3 tags

Dispute Handling: Stripe Chargeback

Customer initiated chargeback via Stripe. PROCESS: 1. Stripe notifies us of dispute 2. Create Marke...

refunds disputes
+3 tags

App Access Issue: The app says I'm not activated

Customer has valid subscription/order but app returns 'not activated' error. CHECKLIST: 1. Verify o...

app access
+3 tags

Purchase Issue: I paid but didn't get access

Customer paid but cannot access product. CHECKLIST: 1. Search order by email or session_id 2. Confi...

purchase issues
+4 tags

Subscription Issue: How do I cancel my subscription?

Customer wants to cancel their subscription. OPTIONS: 1. Direct customer to Billing Portal (if your...

subscription issues
+3 tags

Purchase Issue: I was charged twice

Customer reports duplicate charges. CHECKLIST: 1. Check Stripe for duplicate charge records 2. Dete...

purchase issues
+3 tags

Digital Download Issue: Download link expired or broken

Customer cannot download digital product. CHECKLIST: 1. Verify purchase in Order table 2. Check Dig...

digital downloads
+4 tags

Refund Policy Overview

Standard refund guidelines for support agents. WHO CAN APPROVE: - Tier 1: Refunds <$500 without ven...

refunds disputes
+3 tags