Shopify Support Playbook Template

A 40-page playbook nobody opened is not a playbook.

When to use this list

Per type: definition, fields to read, allowed action, cap, escalate if. One page each. Print it or put it in the ticket you open with the vendor. If they cannot walk it, you are in a demo, not a trial.

The checklist

• Write the definition of support playbook template in one sentence the agent can test against an order.
• List the Shopify fields it must read before it replies (status, tags, tracking, refunds already issued).
• Write the allowed actions and the cap. If there is no action, write the exact escalate condition.
• Add two examples: a yes case and a no case. Agents learn more from the no.
• QA ten live tickets after a week. Change the article or the cap, not the vibe.

What you can skip

A new helpdesk if the agent can sit on the tickets you already have.

Automatic fail

• They will not refund a test order.
• They need a solutions engineer for a 400-ticket store.
• The only metric they show is conversations started.

Load this rule into Relay and stop solving support playbook template by hand at midnight.