# Customer Support Handoff Checklist

Give a helper, partner, or part-time support person everything they need before they reply.

1. Where orders come from
   - Answer / fact:
   - Where it lives:
   - Who decides:
2. How to look up an order
   - Answer / fact:
   - Where it lives:
   - Who decides:
3. Product facts sheet
   - Answer / fact:
   - Where it lives:
   - Who decides:
4. Approved answer wording
   - Answer / fact:
   - Where it lives:
   - Who decides:
5. Answers that must not be improvised
   - Answer / fact:
   - Where it lives:
   - Who decides:
6. Refund and replacement limits
   - Answer / fact:
   - Where it lives:
   - Who decides:
7. Discount or goodwill authority
   - Answer / fact:
   - Where it lives:
   - Who decides:
8. When to escalate and to whom
   - Answer / fact:
   - Where it lives:
   - Who decides:
9. Tone and signature rules
   - Answer / fact:
   - Where it lives:
   - Who decides:
10. What never to promise
   - Answer / fact:
   - Where it lives:
   - Who decides:
11. How to log a case
   - Answer / fact:
   - Where it lives:
   - Who decides:
12. Where customer data may be stored
   - Answer / fact:
   - Where it lives:
   - Who decides:
13. Response time expected
   - Answer / fact:
   - Where it lives:
   - Who decides:
14. Escalation contact and hours
   - Answer / fact:
   - Where it lives:
   - Who decides:
15. What to do if unsure
   - Answer / fact:
   - Where it lives:
   - Who decides:
16. Review date
   - Answer / fact:
   - Where it lives:
   - Who decides:

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