E-commerce Support Template
A retail support queue built around orders: where-is-my-order enquiries, returns, refunds and damaged items.
Free for 6 months · No credit card · Live in about 5 minutes
E-commerce support is dominated by one question, where is my order, and by a workflow quirk most support tools handle badly: a large share of tickets are blocked on a third party, usually a courier, rather than on you or the customer.
This template accounts for that. The categories map to the reasons people actually get in touch, and the status flow separates waiting on a courier from waiting on the customer, so your open queue reflects work you can actually do.
Who it’s for
Online retailers and DTC brands handling order, delivery and returns enquiries, typically alongside a store platform like Shopify or WooCommerce.
What it fixes
- Where-is-my-order enquiries swamp everything else
- Tickets blocked on a courier look identical to tickets you could act on
- Returns and refunds involve several steps that a mailbox doesn't track
- Damaged-item claims need a photo and a decision, and get stuck between them
What you get, preconfigured
Pick this template at signup and the workspace arrives set up like this. Everything below can be renamed or removed afterwards.
The 5-stage workflow
New arrives, Investigating is you looking it up. The two waiting states are the point of this template: Awaiting courier is blocked on a third party, Awaiting customer is blocked on the buyer. Splitting them is what stops your open queue filling with tickets nobody can progress. Resolved closes out.
6 ticket categories
3 saved replies
- “Order status update”
- “Return approved”
- “Refund processed”
Each one is a full draft you edit, not a title. Placeholders fill in the requester’s name automatically.
Example tickets included
Seeded so the inbox isn’t an empty list on day one. Delete them whenever you like.
- Order #48219 still hasn't arrivedWhere is my order
- Wrong size, can I exchange?ExchangeReturn
- Item arrived damagedDamaged itemRefund
Setting it up
- 1Create a workspace. No credit card, no sales call.
- 2Pick the E-commerce & Retail template. Statuses, categories, saved replies and example tickets are applied immediately.
- 3Connect the mailbox those requests already arrive at, by OAuth for Outlook, Gmail or Zoho, or by email and password for any other provider.
- 4Invite your team. Pricing is flat per workspace, so adding people costs nothing extra.
You can add another template later: a workspace can run several departments side by side under the same flat price.
Questions
Does PileDesk integrate with Shopify or WooCommerce?+
No, there's no store integration, so order details aren't pulled in automatically. You look them up in your store admin as you would today. If automatic order context in the ticket is essential, a retail-specific helpdesk will serve you better. This is the right fit if what you need is the queue itself organised.
How should returns and refunds be tracked?+
As tags rather than statuses, which is how this template ships them. A return moves through the same waiting states as anything else; what you want to know later is how many returns and refunds you handled, and that's a tag question, not a status one.
Can we handle support for more than one store?+
One workspace connects one mailbox, so several stores usually means several workspaces. Because pricing is flat per workspace rather than per agent, that's predictable, but worth planning for if you run many brands.
Read next
Start with the E-commerce & Retail template
Free for six months, whole team included. Set up yourself in about five minutes.