These cookies are required for the website to function properly. They ensure security, enable basic features like page navigation, and store user session data. You cannot disable these cookies.
- Meal Prep / Subscription Box
- Features
- Customer care
Customer care
Resolve subscriber questions with order history, communication records, reviews and refund decisions.
OverviewPending refunds×
Meal Prep / Subscription Box · Customer care
New
Pending refunds
Action waits for the finance manager
| Refund number | Meal order | Amount | Reason | Status | Approved by | |
|---|---|---|---|---|---|---|
| OR-41889 | MO-74482 | 950 | Customer | Pending | ||
| OR-34368 | MO-73328 | 910 | Defective | Pending | ||
| OR-52667 | MO-79584 | 840 | Damaged | Pending | ||
| OR-17119 | MO-37779 | 850 | Wrong item | Pending | ||
| OR-28509 | MO-96586 | 810 | Fraud | Pending |
6 of 6 records
MO-74482Order refunds · OR-41889
CustomerAmount950
StatusPending
What you can do
Start with the customer's actual order
Subscribers holds a shopper’s contact information and order context. Service Locations holds shipping and billing addresses. Customer Service Rep can use these records to locate a buyer, then move to the particular meal order and its event history. For a guest purchase, the order’s guest email and record number are better anchors than an assumed subscriber match. A support answer should cite the purchased lines, financial state and latest fulfillment event on that order.
Operation Receipts records actions such as creation, payment, shipment, cancellation and refund. Emails Sent holds communication entries and their recorded status. Together these records show what staff or an integration logged and which entry is related to the order. Customer Service Rep checks the email provider before confirming delivery to the buyer. The customer-facing team can review that sequence before sending another update or changing an order.
How the work is organized
- Identity. Subscribers and service locations identify the buyer and the address used for an order.
- Conversation. emails sent and operation receipts preserve messages and order actions.
- Resolution. order refunds and product reviews hold money-back requests and product feedback requiring a decision.
What to agree during setup
Merchant Owner and Customer Service Rep agree how to verify a caller before discussing an order, who may correct an address, and what evidence is needed for a refund request. Finance Manager owns the monetary approval. The approver checks a pending request, the remaining refundable balance and any previous refunds before accepting it. A request’s reason and amount should remain understandable to the next person who reads the case.
Product reviews have moderation states. Customer Service Rep should decide when a review is approved, rejected or flagged and record the moderator. Marketing Manager may examine wishlists and cart follow-up, but customer contact should follow the merchant’s communication rules. The address, order and notification records should point to the same customer where the identity is known.
Check the handoff on an actual case
A subscriber reports a damaged delivered meal. Customer Service Rep locates the order, checks the meal line, fulfillment event and operation receipts, then records a refund request with the appropriate reason and amount. Finance Manager reviews the pending request and decides whether it can proceed. After processing, the refund record and the order’s refunded amount should agree. The original order remains available to explain what was sold and delivered.
Try a second claim against that order. Finance Manager must account for the first refund when deciding the remaining balance. Customer Service Rep should not promise another payout based only on the first order’s paid amount. A clear status and processing time let both teams tell the customer what has actually happened.
What your team sees
- Pending refunds — Requests waiting for a finance decision and supporting order review.
- Reviews to moderate — Customer feedback awaiting a moderation outcome.
- My refund decisions — Requests linked to the responsible approver.
Follow the work through
The customer resolution path carries a case through decision and outcome. Order intake explains the order history that starts the case.
What it keeps track of
Data model- Subscribers
- Represents a customer who shops or subscribes, holding their contact info and order history.
- Service locations
- Represents a shipping or billing address, used to deliver orders and bill customers correctly.
- Meal orders
- Represents one customer order for meal boxes, used to track payment, fulfillment, and status.
- Meal lines
- Represents one menu item within an order, including portions and price, used to fulfill and bill it.
- Operation receipts
- Logs one event or action taken on an order, used to audit what happened and when.
- Emails sent
- Logs one email sent to a subscriber, used to track opens, clicks, and marketing performance.
- Order refunds
- Records a refund issued against an order, used to track returns and money given back.
- Product reviews
- Represents a customer's review and rating of a product, used to manage feedback and reputation.
- Customer wishlists
- Holds a product a subscriber saved to buy later, used to alert them on restock or price drops.
Who uses it
Permissions- Customer Service Rep
- Owns the customer case.
- Finance Manager
- Approves refund money.
- Marketing Manager
- Reviews contact and wishlist context.
- Merchant Owner
- Sets the service policy and exception path.
Set up Meal Prep / Subscription Box your way.
Start free, then use Proto to change fields, steps and approvals before your team goes live.