u/PreferenceNo4785

For CS teams, how are you tracking customer asks that do not fit neatly into support?

Things like onboarding follow-ups, custom reporting requests, internal handoffs etc, they are not always bugs or support tickets but they still need owners and follow-through. If they only live in the CSM’s notes or Slack messages they are very easy to miss.

So how can these be managed? Preferably a way that wont create more work for those involved

Our company processes a number of online orders weekly. Thus, we face chargeback issues every week. What is troubling is the challenge of gathering the required evidence for every case. Our order data is stored on our ecom platform, payment information is in our payment processor, delivery details with the shipping company, customer interactions with our support system. Therefore, to respond to a claim, we need to gather a lot of information manually. We tried using templates, but they still do not solve the main issue. If a claim is "goods not received", different proof is needed to support the case from the one for unauthorized payment. I am currently researching automated chargeback solutions, but I have my doubts regarding automatic generation of case evidence application, best way forward?