Use sales access as a support agent
Support agents often need Sales visibility without full business admin or finance access. Scoped access lets agents investigate buyer purchases while refunds, cancellations, and payout questions escalate to the right role.
Use this guide when your team includes support staff with limited team permissions or selected-product access.
What support agents typically need
| Need | Why it matters |
|---|---|
| Find purchases by buyer email | Most tickets start with identity confirmation |
| Review payment status and product details | Determines whether the issue is payment, delivery, or billing |
| Confirm offer, origin, and attribution context | Helps explain affiliate or campaign confusion |
| Compare with Customers or Subscriptions | Recurring issues need more than one sale record |
| Escalate safely | Agents should not act beyond role policy |
Permissions support agents may or may not have
| Action | Typical support-agent pattern |
|---|---|
| Search Sales | Often allowed within product scope |
| View customer history | Often allowed |
| View subscriptions | Often allowed for investigation |
| Process refunds | Often restricted |
| Cancel subscriptions | Often restricted |
| View Finance | Usually restricted |
| Create withdrawals | Usually restricted |
Exact permissions depend on how the business configured team roles.
Support workflow
- Confirm you are in the correct business workspace.
[Screenshot: App header — correct business workspace selected.]
- Open Sales.
[Screenshot: Sales list — support agent view with product scope visible.]
- Search by buyer email and widen the date range if needed.
[Screenshot: Sales search — buyer email entered with extended date range.]
- Apply product filters only when you support selected products.
[Screenshot: Product filter — scoped to agent's assigned products only.]
- Open sale details and note status, offer, payment method, and origin.
[Screenshot: Sale detail — status, payment method, and link origin noted.]
- Compare with Customers when the ticket involves repeat purchases.
[Screenshot: Customer history — multiple purchases for same buyer visible.]
- Compare with Subscriptions when the ticket involves renewals or overdue billing.
[Screenshot: Subscription detail — renewal or overdue status for ticket buyer.]
- Check whether the buyer used a support, owner, affiliate, or upgrade link.
[Screenshot: Sale origin field — support vs owner vs affiliate link identified.]
- Collect buyer email, purchase date, product, and checkout link before escalation.
[Screenshot: Support ticket updated — sale ID, email, and link documented.]
- Escalate refunds, cancellations, finance, or access removal when your role does not allow those actions.
[Screenshot: Escalation handoff — ticket assigned to admin or finance role.]
Common ticket patterns
| Ticket type | First places to check |
|---|---|
| Paid but no access | Sales status, then buyer access |
| PIX pending | Incomplete payments and PIX failures |
| Card declined at checkout | Card payment declines |
| Subscription still charging | Subscriptions and cancellation policy |
| Wrong affiliate credit | Attribution disputes |
What to verify before escalating
| Check | Why it matters |
|---|---|
| Correct workspace and product scope | Avoids investigating the wrong business |
| Sale status is approved versus incomplete | Changes the support answer |
| Buyer used the expected link type | Support links should not replace campaign links unintentionally |
| Subscription exists separately from one-time sale | Prevents incorrect refund advice |
| Role policy allows the requested action | See team roles |
Best practices
- Use support-agent and short links according to role policy.
- Do not process refunds unless your permissions allow it.
- Document the sale ID and status in the ticket before escalation.
- Ask which checkout link or email the buyer used before blaming delivery.
- Train agents to recognize incomplete payments early.
Common mistakes
- Searching only today's date when the buyer purchased last week.
- Assuming a declined checkout means an approved sale exists.
- Promising refunds without authority to process them.
- Investigating finance balance questions without finance permissions.
- Using owner campaign links in support when a dedicated support link exists.
FAQ
Why can I not see every product in Sales?
You may have selected-product access only. Review team roles and product access.
Can support agents export sales data?
Export access depends on role. See export sales and subscriptions and escalate if needed.
Where should refund requests go?
Escalate to a role with refund permission and use process refunds responsibly. If the refund fails, see refund processing issues.