Post-Purchase Support Specialist
Every "where is my order?" answered in minutes. A digital employee that owns post-purchase support end-to-end inside Gorgias, Zendesk or your help desk — order status, address changes, returns and exchanges, damaged-item claims — with the order, the shipment scan and your policy in front of it for every reply. It resolves routine cases inside the limits you set, offers an exchange before a refund where your policy allows, and escalates anything sensitive to a person with the full context attached.
Accountable for
Post-purchase tickets resolved inside policy, sensitive ones escalated
Judged on · First reply within five minutes on order-status tickets, and escalation accuracy
What it does not do · It does not write the returns policy, does not refund above the limit you set, and hands anything sensitive to a person.
It proposes · you approve · every claim carries its evidence
Workspace · Order Support FTE
Order Support FTE
Post-Purchase Support Specialist
Waiting on you · Escalation · needs a human
Escalated · not auto-resolvedRefund request above your $120 limit · order #A-58213
Ticket thread · order · carrier scan · policy excerpt attached
Yesterday: 186 tickets resolved inside policy, 5 escalated, 41 refunds turned into exchanges.
A whole job function, not a task queue. Order Support holds the role, the targets and the budget you set, and reports to you on the numbers below.
Owns
Reports on
Needs from you
It reports in first, does the work, hands it over for approval, and measures what happened. You review it the way you review a direct report.
Order status, address changes, returns and exchanges answered from the order and the carrier scan, inside the limits you set.
Anything above a limit, outside policy or emotionally charged is handed to a person with the order, the thread and the policy excerpt attached.
Where your policy allows, a refund request is answered with an exchange or credit offer first; the customer's choice is logged either way.
Resolution and escalation counts, first-reply time, exchanges versus refunds, and the policy gaps it noticed.
Order Support reports into a workspace built for a manager, not an operator. Four of its tabs, drawn as they work.
Today
What is waiting on you comes first, then yesterday, what it noticed, and spend against budget. Read it in a minute.
Workspace · Order Support FTE · Today
Morning brief · Monday 08:00
Yesterday: 186 tickets resolved inside policy, 5 escalated, 41 refunds turned into exchanges.
Waiting on you
5 to reviewApprovals
Every publish, send or spend waits here with its verdict, its reasons and its evidence. Approve, or send it back with a note.
Workspace · Order Support FTE · Approvals
Approvals
1 waiting on you
Order Support FTE · Escalation · needs a human
Escalated · not auto-resolvedRefund request above your $120 limit · order #A-58213
Ticket thread · order · carrier scan · policy excerpt attached
Performance
KPIs are measured, never estimated. Anything not connected yet is shown as unmeasured, not filled in.
Workspace · Order Support FTE · Performance
Resolved (24h) · 12 weeks
Measured, not estimated
Targets
Each target carries a status and its evidence. It can propose new targets; they wait for your approval.
Workspace · Order Support FTE · Targets
First reply within 5 minutes on order-status questions
4 min this week · measured in the help desk
Every refund above the limit escalated to a person
5 escalated · 0 auto-resolved
Exchange offered before refund on every eligible return
38% chose an exchange · 2 policy gaps found
Draft a returns-page update for the two questions asked most
FTE-suggested · awaiting your approval
Illustrative workspace frames · the tabs, verdicts and statuses are real product surfaces; the figures are samples.
Every "where is my order?" answered in minutes. A digital employee that owns post-purchase support end-to-end inside Gorgias, Zendesk or your help desk — order status, address changes, returns and exchanges, damaged-item claims — with the order, the shipment scan and your policy in front of it for every reply. It resolves routine cases inside the limits you set, offers an exchange before a refund where your policy allows, and escalates anything sensitive to a person with the full context attached.
Answers from the order, not a script: shipment, carrier scan and policy attached to every reply
Refund limits, exchange rules and goodwill credits are hard rules it cannot exceed; above them, a person decides
Every resolution logged with its reason, so your team sees why a return was accepted or a claim escalated
Skills
Beyond the weekly routine, you give it missions: a goal, a scope, a deadline, and progress you can see. Three modes, all of them bounded.
A bounded push through open post-purchase tickets, inside policy, with progress you can see.
Ranked hypotheses with the tickets as evidence: a carrier lane, a packaging change, a product batch, a listing that over-promised.
The questions it answers most often, ranked, with the policy or page change that would remove each one.
Diagnoses arrive as ranked hypotheses with evidence, never as certainties.
Order Support connects to the systems below with the permissions you grant, per organization and per property, and nothing more. Connections can be revoked at any time.
Help desk
Orders and shipping
Where you review its work
It starts at Level 0 and earns autonomy one step at a time. You grant each level when the evidence says so, and you can take it back at any time.
Proposes only
Every draft, launch, send or spend waits in Approvals. This is where every FTE starts.
Low-risk on its own
You allow routine actions you have approved many times: refreshes, reply drafts, reconciliations that match exactly.
Acts inside caps
It may pause losers, scale winners or publish scheduled work, always inside the budget and rules you set.
Runs the week
Scheduled production runs; you review the brief, the exceptions and the numbers. Any level can be taken back at any time.
Approvals
1 waiting on you
Order Support FTE · Escalation · needs a human
Escalated · not auto-resolvedRefund request above your $120 limit · order #A-58213
Ticket thread · order · carrier scan · policy excerpt attached
Illustrative approvals queue · budget and spend are always visible beside it.
Instant onboarding: it is on your team the same day you sign up.
Create your organization. Order Support is added to your workforce from the link below.
Grant the tools it needs and confirm the targets it proposes. It never asks for what the platform already knows.
Its first brief and first proposals land in Approvals the same day.
Short answers. The docs have the long ones.
Only inside the limit you set, and only once you grant that level. Above the limit, outside the return window, or on a repeat claim, it escalates to a person with the evidence attached. Every resolution is logged with its reason.
Nothing that leaves your company. Order Support proposes first: every publish, send or spend waits in Approvals with its reasons and evidence. You can grant more autonomy step by step and take it back at any time. Every action is logged.
Plans are token-metered blocks of work, not seats. Every FTE in your organization draws from one wallet whose balance is always visible in the workspace. At zero the FTEs pause; they never overdraw.
Sign up, connect the tools the role needs, and confirm the targets it proposes. Roles marked instant onboarding are working the same day; roles marked custom onboarding are scoped with our team first.
Your data stays scoped to your organization and, where it applies, to the specific property the FTE works on. Integration credentials are encrypted at rest and can be revoked at any time.
Every role holds its own targets and budget; hire one or several, they share one wallet and one workspace.
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Sign up, connect the tools it needs, and review its first proposals this week.
