Fluid Customer Service
Resolve the issue with the whole story.
Find the order, see what shipped and who sold it, and fix it on the record: refund exactly what’s owed, skip or pause the subscription, and leave a note for the next person. Customers can still text the rep they know.
Context
Find the order and everything around it.
Search finds the order or the person. The order page shows what shipped, how it was paid, which rep sold it, and what your team has already done.
- Search for orders and peopleSearch across the admin, with results grouped by type.
- Three statuses, side by sideOrder, payment, and fulfillment status, including on hold.
- Tracking on the shipmentEach shipment carries its carrier and tracking number.
- The rep behind the saleFair Share names the credited rep and shows the customer’s path to the order.
Refunds
Refund exactly what’s owed, and record why.
Refund single items, shipping, tax, or an exact amount, return the points a customer spent, and leave a reason only your team can see.
- By item or by typeLine items with an option to restock, or a manual refund of all, part, tax, shipping, or product cost.
- Points come backReturn the points the customer spent on the order.
- A reason every timeRequired, up to 500 characters, and visible only to staff.
- Books that stay rightA full refund cancels an unshipped order, and every refund can notify your other systems by webhook.
Subscriptions
Skip, pause, or move a renewal in a few clicks.
Support changes the subscription on the record, with the customer’s history right there and nothing to hand off.
- Skip and undoSkip the next order, and undo it if the customer changes their mind.
- Three kinds of pauseIndefinitely, for a number of orders, or until a date.
- Move the dateChange the bill date and processing time, and apply one address change to every subscription.
- Rescue failed renewalsRetry a charge, ask the customer to update their card, or waive a failed cycle.
The rep
Customers can still text the rep they know.
A customer’s text or email reaches their rep’s own number or inbox, and when someone’s waiting, the rep gets a Catch Up with a reply drafted.
- The rep’s own numberReps with Pro text from their own business number, and replies land in the same conversation.
- Nobody left waitingAn unread message becomes a Catch Up that tells the rep someone is waiting.
- A drafted replyFluid drafts a short reply to the customer’s message, and the rep decides what to send.
- Or your helpdeskWeb chat and order events can go to your own tools by webhook.
Mist for support
Ask Mist for the story behind an order.
Ask about an order and Mist looks it up along with the subscription’s history, then tells you what it found. The fix stays with your team.
- The order, looked upStatus, shipment, tracking, and payment in one answer.
- The subscription historyRenewals, skips, and the next order date.
- A morning read on supportThe 6:00 AM brief flags refunds, cancellations, complaints, and stuck orders.
- Renewals that didn’t go throughA read-only summary separates failed from expired, with a call list.
On the order
The fixes support reaches for most.
Everyday corrections happen on the order itself, with a name and a time on each.
- A support role, built inA Customer Support role covers customers, orders, refunds, payment methods, subscriptions, and messaging.
- Hold an orderPut fulfillment on hold, then release it with Remove hold.
- Fix the addressEdit the shipping address after checkout, with a check before you save.
- Transfer or re-creditMove an order to a different customer, or change the rep it’s credited to.
- Invoices and printingCreate, send, or print an invoice from the order.
- Events for your toolsRefunds, cancellations, pauses, and web chat can reach your other systems by webhook.
What it replaces
Resolve it on the record, not in another tab.
Support teams often jump between an order lookup tool, a subscription app, a refund tracker, and notes in a shared doc. In Fluid, the order, the subscription, the refund, and the note live together.
Usually
- Order lookup tools
- Subscription admin apps
- Refund trackers
- Notes in shared docs
- Where-is-my-order spreadsheets
- Search for orders and people
- Refunds by item or amount
- Skips, pauses, and bill dates
- A timeline with names on it
- Catch Ups for waiting customers
- Webhooks to your helpdesk
FAQs
Questions support teams ask.
Every support team works a little differently. We’ll map how yours does with you.
Is there a shared support inbox?
No. Messaging in Fluid is built around reps and their customers. Support works on the order, subscription, and customer records, and web chat and order events can go to your helpdesk by webhook.
Can support read a rep’s conversations with a customer?
No. Conversations stay with the people in them. Support sees the orders, subscriptions, notes, and which rep sold the order.
Do you have saved replies or a knowledge base?
Not today. Reps get a drafted reply when a customer is waiting, and your team keeps notes on each record.
Is there an AI chatbot for customers?
No. The chat on your site is a short form that becomes a text or email conversation with the credited rep.
Who can issue refunds?
Anyone with the right permissions. Fluid includes a Customer Support role for customers, orders, refunds, payment methods, subscriptions, and messaging, and every refund records a reason.
Can refunds go back as store credit?
Not today. You can refund the payment itself, and return any points the customer spent on the order.
Explore the platform
Support runs through the platform.
The same orders, subscriptions, and reps carry across Fluid.
See it with your orders
Bring us a tricky order. We’ll resolve it in Fluid.
We’ll walk through the order, the refund, and the subscription change, with your products and your policies.