Start with an order exception queue
A store needs more than an inbox of customer messages. Connect each exception to the order ID, channel, fulfillment status, customer contact and next action. An assistant can gather the evidence and maintain the queue while the store owner retains decisions about refunds, concessions and policy exceptions.
Separate the record from the decision
For a missing parcel, preserve the order confirmation, carrier tracking and relevant customer message. For a return, link the approved return request, received-item evidence and inspection status. Do not mark an item refunded merely because a return was requested, or restocked merely because a label was created.
Maintain a useful daily handoff
The handoff should show what changed since the last review, which items are ready for a decision and which still lack evidence. Assign an owner and next check to every unresolved case. Keep customer addresses and payment-related information in approved systems rather than copying them into broadly shared spreadsheets.
Example: a returned item that cannot yet be restocked
Suppose the carrier marks a return delivered but the warehouse has not confirmed the item condition. The assistant records delivery evidence and asks the warehouse for the inspection result. The item remains pending inspection. A designated owner decides the refund and stock adjustment under the store procedure. This example describes a workflow, not a customer result.
Reconcile inventory discrepancies without guessing
Compare the approved inventory source with the channel record and warehouse evidence. Log the SKU, location, observed quantity, timestamp and mismatch. An assistant can prepare the comparison; the authorized inventory owner approves adjustments. Preserve the reason and evidence when the record changes.
Start with one channel and one exception type
Choose a bounded queue, demonstrate a normal case and an exception, and review a sample before extending coverage. Track unresolved age, missing evidence and correction requests. A fast response count is not enough if the order record is incomplete.
Define the next handoff
Bring an anonymized example of the queue, the systems involved and the decisions your team retains. Compare data entry support and document management support, then discuss a bounded starting role.