Subscription Management & Orders

Video Overview

The video provides a walkthrough of an interface designed for managing refunds, store incentives, and customer subscriptions. Key aspects covered in the overview include:1

• Refund & Disposition Selection Flow: Demonstrates how choosing specific refund percentages (e.g., 20%, 30%, 50%, or 100%) and specifying conditions (such as inside or outside a money-back guarantee) automatically selects and applies the corresponding disposition.

• Gift Card & Store Credit Generation: Highlights alternatives to standard cash refunds, allowing agents to issue a gift card for a specified amount or apply store credit. It is noted that this functionality is specific to card integrations (such as Omnicard).

• Subscription Management: Details tools available for managing customer subscriptions directly within the system. Available management actions include modifying the next charge date, adjusting quantities, updating shipping addresses, applying discounts, pausing subscriptions, skipping billing cycles, and listing available promotional offers.

• Intercom Integration: Explains that subscription management and disposition workflows mirror the functionality of the CS Assist sidebar app used on Intercom, including automatic activity logging when actions like cancellations are reviewed and applied.

What Agents Can Learn from the Video

• How Disposition Rules Automate Logging: Agents learn how selecting a refund percentage and indicating if an order is within or outside the money-back guarantee automatically generates the correct disposition tag (e.g., "saved 70% with 30% refund and outside of money-back guarantee").

• Alternative Retention Strategies: Agents learn they can offer gift cards or store credit instead of issuing direct monetary refunds to retain value.

• Integration Requirements for Store Credit/Gift Cards: Agents learn that issuing gift cards or store credits requires specific card integration, such as Omnicard.

• Subscription Action Capabilities: Agents learn the full range of subscription modifications they can perform, such as updating next charge dates, updating delivery addresses, changing item quantities, adding discounts, pausing accounts, or skipping cycles.

• How Dispositions Apply to Subscriptions: Agents learn that canceling a subscription or making changes via the disposition review tool automatically executes the cancellation action and logs agent activity in the background.

• Cross-Platform Consistency: Agents learn that the subscription management workflow operates identically to the CS Assist sidebar app on Intercom.