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How to Search for a Customer Account
How to Search for a Customer Account
Steps
Steps
Open the customer's conversation in Intercom.
Open the Orders section on the right-hand panel.
If the customer/order is not displayed, use Find Another Customer.
Search using any of the following:
Customer email
Phone number
Order number
Subscription number
Click Find.
Verify that the account belongs to the correct customer.
Review the customer's:
Order history
Current orders
Subscriptions
Customer email
Order amounts
Order status
How to Search for a Customer Account
How to Search for a Customer Account
Steps
Steps
Open the customer's conversation in Intercom.
Open the Orders section on the right-hand panel.
If the customer/order is not displayed, use Find Another Customer.
Search using any of the following:
Customer email
Phone number
Order number
Subscription number
Click Find.
Verify that the account belongs to the correct customer.
Review the customer's:
Order history
Current orders
Subscriptions
Customer email
Order amounts
Order status
How to Confirm Orders
How to Confirm Orders
Once the correct customer is located:
Open the Orders section.
Review the customer's Order History.
Select the applicable order.
Confirm:
Order number
Order status
Order date
Order amount
Platform/source
Order details
Review any existing order activity or notes.
Confirm whether the order is still active/pending or has already been processed.
Order Actions Available
Order Actions Available
Depending on the order, Delegate may provide options such as:
Change delivery address
Cancel order
Refund / disposition
Review order history
Order Actions Available
Order Actions Available
Depending on the order, Delegate may provide options such as:
Change delivery address
Cancel order
Refund / disposition
Review order history
How to Process a Refund
How to Process a Refund
General Process
General Process
Open the customer's order.
Scroll to Refund / Disposition.
Select the appropriate Admin Reason.
Select the appropriate Disposition.
Select the refund percentage using:
How did this order's money split?
Full save
20%
30%
50%
Full refund
Verify the calculated refund amount.
Determine whether the customer will receive:
Refund, or
Gift Card
Add a refund note if necessary.
Click Review & Apply Disposition.
30% Refund
30% Refund
Steps
Steps
Open the applicable order.
Go to Refund / Disposition.
Select the appropriate Admin Reason.
Select the applicable 30% refund disposition.
The recording shows an example:
OTP: Saved 70% with 30% Refund Outside MBG
Move the refund slider to 30%.
Verify the system calculation.
Example shown in the recording:
Keep 70% ($123.90)
Refund 30% ($53.10)
Choose Refund under How was the order saved?
Add a refund note if needed.
Click Review & Apply Disposition.
Verify that the disposition was successfully applied.
⚠️ Important
⚠️ Important
The disposition must match the actual customer resolution. Do not select a 30% disposition if a different refund arrangement was approved.
50% Refund
50% Refund
Steps
Steps
Open the customer's order.
Go to Refund / Disposition.
Select the appropriate Admin Reason.
Select the applicable 50% refund disposition.
Move the refund slider to 50%.
Confirm the refund amount displayed by Delegate.
Select Refund.
Add the appropriate refund note.
Click Review & Apply Disposition.
Verify the transaction.
Expected Result
Expected Result
The system should show:
Keep 50% / Refund 50%
The actual dollar amount should be verified against the order total before applying.
Full Refund
Full Refund
Steps
Steps
Open the applicable order.
Navigate to Refund / Disposition.
Select the appropriate Admin Reason.
Select the full-refund disposition.
Set the refund allocation to Full refund.
Verify that the refund amount represents the full eligible order amount.
Select Refund.
Add the refund note if required.
Click Review & Apply Disposition.
Verify that the refund was successfully recorded.
⚠️ Before Applying
⚠️ Before Applying
Double-check:
Correct customer
Correct order
Correct refund reason
Correct refund percentage
Correct refund amount
How to Process a Gift Card
How to Process a Gift Card
Instead of sending the money back to the original payment method, the order can be handled as a Gift Card where the applicable disposition allows it.
Steps
Steps
Open the applicable order.
Go to Refund / Disposition.
Select the correct Admin Reason.
Select the appropriate disposition.
Select the applicable refund percentage.
⚠️ Before Applying
⚠️ Before Applying
Double-check:
Correct customer
Correct order
Correct refund reason
Correct refund percentage
Correct refund amount
How to Process a Gift Card
How to Process a Gift Card
Instead of sending the money back to the original payment method, the order can be handled as a Gift Card where the applicable disposition allows it.
Steps
Steps
Open the applicable order.
Go to Refund / Disposition.
Select the correct Admin Reason.
Select the appropriate disposition.
Select the applicable refund percentage.
⚠️ Before Applying
⚠️ Before Applying
Double-check:
Correct customer
Correct order
Correct refund reason
Correct refund percentage
Correct refund amount
HOW WAS THE ORDER SAVED?
select:
Gift card
The Gift-card amount section will appear.
Select/enter the applicable gift card amount.
Choose Create Gift Card where applicable.
Review the amount.
Click Review & Apply Disposition.
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