Step 1 of 5
Learn
Before you start
By the end of this lesson you will be able to:
- Handle common e-commerce cases.
- Use order information and policies to determine next steps.
- Distinguish returns, refunds, replacements, cancellations, and delivery issues.
- Recognize cases requiring approval.
Key idea
E-commerce support connects customer communication with operational information.
Learn
Common e-commerce cases
| Case | What to investigate |
|---|---|
| Where is my order? | Order status, carrier, tracking, promised date |
| Wrong item | Order contents, shipment record, return/replacement policy |
| Damaged item | Evidence, order date, policy, replacement/refund options |
| Refund | Eligibility, payment status, refund authority |
| Cancellation | Order status, fulfillment stage, cancellation policy |
| Delivered but missing | Delivery evidence, address, carrier process, escalation policy |
Practice
Identify the case type
0 of 6 checked.
Practice → Decide
Already shipped, wants to cancel
A customer wants to cancel an order that has already shipped, according to the system.
What's the right move?
Apply
Work sample: E-commerce Ticket Set
The six cases from your practice are started below — record the customer goal, facts, policy, action, response, and escalation status for each.
💾 Save your work now. Copy this into a Google Sheet — that's part of your starter portfolio.
Preview / export
✓ Lesson 7 Processed
Nice work.
You've practiced recognizing the six most common e-commerce case types — and catching the one that needs approval instead of a routine answer.