• Table of Contents

Overview

We use a tool called Intercom to answer customer service tickets. Intercom is the little chat bubble that lives inside our app (app.idonethis.com) where customers can initiate a conversation and we receive it on the admin portal

Customer chat

Admin Portal

Types of tickets

Cancellations

Customers asking to cancel. There are 2 types of cancellations

1. Customers saying they saw a charge that they didn’t agree on.
   1. For these, we will cancel immediately
   2. Hi [first_name], Hope you are doing well. We recently made a migration of our payment platform and our system accidentally started a subscription and charge on your account. I have my team going in to cancel and also refund the full amount. Apologies again for the mishap.
2. Customers saying they want to cancel because the app doesn’t work or they’ve been a lifelong customer
   1. We try our best to get them to stay

For #1, here is the process

• Look up their email, full name, or first name on the right side bar

• Go into Stripe and use the search bar to look up their information