As we continue to streamline our processes and introduce AI to handle quick, one-touch tickets, we’re shifting more focus toward adding value through sales and saves. While delivering excellent customer service remains our top priority, we also want to be intentional about product recommendations, using appeasement codes, and choosing replacements over refunds whenever it makes sense.
This approach not only helps reduce churn, it also opens up opportunities to drive more revenue through meaningful customer interactions.
How We’re Tracking Revenue
To support this shift, we’ve set up unique Shopify tags and agent-specific discount codes that allow us to track contributions at an individual level. This will give us better visibility into how each agent is helping increase sales and retention.
We’re also laying the groundwork for a potential incentive program, so accurate tracking now is key.
We’ll track revenue in three main ways:
- Upsells: You help a customer choose a product or complete a purchase.
- Saves: You turn a refund request into a replacement or exchange.
- Discount Codes: You offer a discount as appeasement during a tough interaction.
How to Track:
Sales
You help a customer choose something new or complete a purchase through your recommendation.
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Important Reminders:
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Tag the customer profile early. Don’t wait until the order is placed or the order tag won't apply—tag the customer profile as soon as you've offered sales assistance.
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Customer tags only go on customer profiles. Do not add a customer tag to the order—it won’t count toward tracking.
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If you missed the timing: Only if the order is already placed and you didn’t tag the customer in time, you can manually add your Order Tag (
CSR-UP-[YourName]) to the order itself.-
Example:
CSR-UP-DAIZY
This should only be used as a fallback—we want to avoid manual order tagging whenever possible. Tagging the customer profile is what triggers tracking for any orders placed within the next three days. If you only tag the order manually, you won’t get credit for any future orders tied to that interaction.
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Saves
You turn a refund or cancellation request into a replacement or help the customer find something else they'd rather try.
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You offered a replacement instead of issuing a refund.
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You helped the customer pick a new item instead of canceling the order.
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**Credit for save tags will only be run on orders from the previous three months.
Discount Codes
Use your assigned appeasement codes when smoothing over an issue or offering a goodwill gesture.
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⚠️ If you manually create a custom discount code (like “first50”), it won’t be tracked and you won’t get credit for any purchases tied to it unless you add the Order Tag CSR-UP-[YourName] to the order.
Important Notes*
- Tags are case sensitive and tied to you specifically.
- Be sure to apply them accurately—this tracking helps inform our future incentive programs and will be QA'd for accuracy.
- We’ll keep manual tracking in place for now so we can double-check accuracy while the system ramps up.
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There should only be one sale or save tag on an order. Only one agent should apply tags. If there is already a save tag on an order, you must remove the previous save (work with your lead if unsure, refer to below double interaction guidance) before adding your own. Then leave an order note in Shopify that the save was removed. If you are saving an order that has a previous sale tag on it, please remove the sale tag and make a note on the order.
Double Interaction
If more than one person was involved, the agent who had the most impact (helped keep the order or drove the final decision) should tag the order.
If it’s unclear: Tag under the name of the last person who spoke to the customer before the replacement was confirmed. -
It’s best practice to include the sale/save type in the Shopify order note for any revenue-related interaction
How Tagging Works (Behind the Scenes)
- When you apply a Customer Sale (
CS-NAME)tag to a customer profile, it activates a trigger. - If the customer places an order within 3 days, your Shopify order tag (e.g.,
CSR-UP-[YourName]) is applied to the order. - The customer sale tag will automatically remove itself after 3 days.
- For Save tags, you’ll manually apply the save tag
CSR-SV-[YourName]to the original order with monetary value (not the replacement order). - Discount codes are tracked via Shopify reporting, and your unique appeasement codes are assigned to you. They are single use and can only be provided once to one customer.
Tips for Revenue Conversations
When You’re Upselling:
- “If you’re after something with a little more [feature], check out [product]. It’s built for [benefit] and could be a great fit.”
- “Looking for more durability or performance? Our [product] is a solid option.”
- “People who love [product] also go for [product] for extra [comfort/bounce/etc.].”
- “Personally, I love [product]—it’s my go-to for [activity]. If that’s your thing, I’d definitely recommend it.”
Feel free to speak from personal experience. Real, relatable suggestions go a long way.
When You’re Saving a Sale:
- “I totally get where you’re coming from. Let’s find a way to make this right.”
- “I hear you. Want help finding something that’s a better fit?”
- “I can handle that for you now, and if you want, I can walk you through some other options.”
- “Sorry this wasn’t the right fit. If you’re open to it, here’s a 20% off code you can use on your next order.”
SAVES
The customer wanted a refund or to return, but we diverted to a replacement or partial refund.
Saves are applied to orders that have already been processed.
Add a save tag to a saved order after the following interactions…1. Replacement Save
Customer requested a refund or cancellation.
Agent convinced them to accept a replacement instead.
2. Exchange Save
Customer didn’t want the item and asked to return.
Agent offered and secured an exchange they were happy with.
3. Partial Refund / Store Credit Save
Customer wanted a full refund or to return their order.
Agent negotiated a partial refund/adjustment or store credit instead of a full refund or return.
SALES
The customer wouldn’t have purchased without agent guidance.
Sales are auto applied through customer profile tags to their new orders.
Add a customer tag after the following interactions….1. Product Education Sale
Customer was unsure or hesitant about a product.
Agent explained fit, features, or use case clearly, leading to purchase.
2. Product Suggestion Sale
Customer didn’t know what to buy or said something was out of stock.
Agent suggested an alternate product that they ended up purchasing.
3. Promotion-Driven Sale
Customer hesitated due to price.
Agent shared a relevant promo or discount that secured the sale.
Not a Sale or Save
- Customer was just checking on sizing before they purchased. Agent provided info, but customer was already planning to buy.
- Customer received a damaged product and asks for a replacement or exchange themselves and never communicated interest in a refund.
- Customer asked for store credit instead of refund without pushback or needing persuasion.
Examples
Save: Replacement
- Customer received damaged shoes and requested a refund. Agent apologized and offered to send a new pair right away. Customer agreed.
- Customer said their package was marked delivered but never arrived. They asked for a refund. Agent offered to resend the product and the customer accepted.
Save: Exchange
- Customer wanted to return a shirt because they didn’t like the fit and asked for a refund. Agent offered sizing guidance and set up an exchange.
- Customer received the wrong size shoe and wanted to return for a refund. Their correct size wasn’t in stock, but the agent offered to help process an exchange for a different style in their size instead.
Save: Partial Refund / Store Credit / Discount Code
- Customer reported light scuffing on their trainers and asked to return them. Agent offered a 20% refund to keep them, and customer agreed.
- Customer was unhappy with the quality after purchase and requested a refund. Agent offered store credit as a goodwill gesture instead.
Sale: Product Education
- Customer was unsure if the Ripstop Runners were waterproof. Agent explained the materials and recommended use cases. Customer placed an order afterward.
- Customer asked if they could lift in the Outworks or if they needed another shoe. Agent broke down the performance design, and customer decided to purchase.
Sale: Product Suggestion
- Customer asked about a product that was out of stock in their size. Agent suggested a similar in-stock product and the customer purchased it.
- Customer said they were shopping for something giftable but unsure what to choose. Agent recommended a hoodie and gift card combo. Customer completed the order.
Sale: Promotion-Driven
- Customer said they’d wait for a better price before buying. Agent let them know about an active promo. Customer purchased during the same interaction.