The Wrap-Up

Video Overview

The video demonstrates how to handle order and subscription management directly within Intercom using a side banner interface. The speaker walks through selecting refund and retention dispositions—such as retaining 70% while refunding 30%, processing partial or 100% refunds, and noting whether transactions fall inside or outside the money-back guarantee window. The walk-through also covers selecting alternative payment options (like issuing gift cards), using the reset feature, and utilizing customer lookup tools. 

What Agents Can Learn

• Managing Refunds and Retentions:

• How to log specific outcome dispositions, such as retaining a portion of the order (e.g., retaining 70% and refunding 30%) versus issuing full 100% refunds.
• How to indicate whether a refund request falls inside or outside the money-back guarantee window.

• Selecting Payment Modes:

• How to choose alternative settlement methods, such as offering a gift card instead of issuing direct money back.

• Correcting Errors:

• How to use the "Start Over" option to reset selections and re-enter details from scratch if an incorrect disposition is selected.

• System & Workflow Best Practices:

• Order and subscription management can be handled directly within Intercom's side banner, which is recommended to streamline the workflow.
• While agents can revert to standalone platform applications to search for customers and manage orders, using the integrated side banner makes tasks faster and easier.

• Performing Customer Lookups:

• How to search for and link customer accounts when a customer contacts support using a different email address than the one used to place the order.
• Search methods available include free-form lookups by phone number, email address, subscription ID, or order ID.