Three layers of support handle different things. Here is who owns what.
Layer 1 — client self-service
Most "support questions" are not really support questions. They are things the client can do themselves:
- View an order and its tracking
- Change shipping address before ship
- Pause / change cadence on a subscription
- Update their saved payment method
- See and download invoices
- Reset their password
The storefront's Account area handles all of this. Roughly 60% of would-be support tickets are pre-empted by self-service. We measure this and show you the count in your monthly summary.
Layer 2 — your operator
Your operator handles the day-to-day support that comes in by email, chat, or storefront contact form. This includes:
- Order issues (lost packages, damaged items)
- Refund and return processing
- Subscription edits the client could not figure out
- Account access issues
- Polite escalation requests
Your operator works the queue throughout the business day and clears tickets typically within an hour during peak.
Layer 3 — you
You handle the cases that need a clinical or business decision only you can make:
- Anything dosing, side-effect, or interaction (a clinician must respond)
- Custom service requests outside your standard offerings
- Refunds or credits over $500
- Anything legal or regulatory
Your operator routes these to you and waits for your reply before proceeding.
How it shows up in the dashboard
The Support → Inbox view has three tabs:
- You — items needing your decision (typically 1-3 per day)
- Operator — what your operator is handling (read-only for you, available for context)
- Resolved — last 30 days of closed cases
You should not have to dig into the Operator tab daily. It is there for transparency, not for you to micromanage.