{"slug":"campaign-stores/orders-support","title":"After a shopper orders","sourceUpdatedOn":"2026-10-21","description":"Find orders, answer shopper questions, and send the right problems to AMS.","group":"Run your store","outcome":"Know your job after launch and route a shopper’s question to the right place.","needs":["Access to your campaign dashboard.","For a specific problem: the store name, order number if available, and a short description."],"keywords":["customer needs help","support","orders","shipping","refund","returns","payment declined","escalate","after launch"],"sections":[{"id":"after-checkout","title":"What happens next?","flow":[{"title":"Shopper orders","text":"They choose a product, delivery method, and payment."},{"title":"AMS processes it","text":"AMS handles payment processing, production, and fulfillment."},{"title":"Order is delivered or picked up","text":"The order’s delivery choice and status determine the next step."},{"title":"You keep the group informed","text":"Answer store questions and handle your group’s pickup plan if you offered one."}],"picture":{"src":"/images/help/campaign-dashboard-desktop-1440-2026-10-20.webp","alt":"Campaign Dashboard for the fictional Westview sample store.","caption":"After launch, use the dashboard to open Orders, Support, and Payouts.","width":1440,"height":960}},{"id":"find-an-order","title":"Find an order","steps":[{"title":"Open the right campaign, then Orders","text":"Find the shopper’s order. Use its actual status and delivery choice when answering a question. A cart or a payment attempt is not proof of a paid order."},{"title":"Check the details before replying","text":"Do not promise a shipping date or refund you cannot verify. If the shopper reports a wrong or defective item, use Support and escalate to AMS."}]},{"id":"answer-customer-questions","title":"Reply in the Support tab","steps":[{"title":"Open Support","text":"Requests sent from your storefront appear here first. Look for Needs reply."},{"title":"Read and reply in the thread","text":"The shopper receives an email with your reply. Help with group questions, store information, or your pickup plan."},{"title":"Choose Escalate to AMS when needed","text":"Send production, shipping, payment, or refund problems to AMS through the thread. Include the order number and explain what the shopper says happened."},{"title":"Mark the request Resolved when handled","text":"Keep the reply in the thread so the shopper and AMS have the same context."}],"picture":{"src":"/images/help/campaign-support-desktop-1440-2026-10-20.webp","alt":"Support thread with a fictional shopper question, Needs reply, and Escalate to AMS.","caption":"Support: reply to group questions here. Send AMS-only problems with Escalate to AMS.","width":1440,"height":960},"note":{"title":"Keep payment information private","text":"Never ask for a full card number, card security code, password, or a one-time sign-in code. Use the order number and the error message instead.","tone":"caution"}},{"id":"no-returns","title":"Explain final sales accurately","text":["Campaign products are made to order. Shoppers see the final-sale policy and must acknowledge it before paying. Do not promise a return or exchange for a change of mind.","AMS can review defective or incorrect items for a remedy. The store owner cannot promise or issue an AMS refund without AMS approval. Escalate the issue rather than guessing what the outcome will be."],"links":[{"label":"Read the store-owner agreement","href":"/campaign-store-owner-agreement"}]},{"id":"ams-mistake","title":"If AMS caused the problem","text":["AMS guarantees it will reprint, replace, or otherwise make its mistake right at AMS’s expense. AMS covers 100% of the remedy for a problem it caused.","Open the shopper’s Support thread and choose Escalate to AMS. Include the order number, affected items and counts, and clear photos when relevant. AMS will confirm the remedy for that order."]},{"id":"carrier-damage","title":"If a package arrives damaged","text":["Carrier damage follows the shipping-insurance claim process. AMS uses XCover for these claims. Keep the damaged items, packaging, shipping label, and clear photos.","Use the Support thread to ask AMS for the claim instructions and applicable coverage. Do not promise the shopper an insurance payment or discard the evidence before AMS confirms what is needed."]},{"id":"refund-requests","title":"Ask AMS about a partial or full refund","text":["AMS support can handle a partial or full refund. The store owner cannot issue an AMS refund on their own. Send the order number, the affected items, the reason, and the amount you are requesting.","The service fee is 10% of the amount refunded. For Campaign Stores, this replaces the general 5% cancellation fee. AMS deducts the fee from the store owner’s Campaign Store payouts or sends an invoice. The fee is waived when AMS caused the problem."],"table":{"headings":["Example only","Amount refunded","Owner refund service fee"],"rows":[["Full refund","$100","$10"],["Partial refund","$40","$4"],["AMS caused the problem","Amount confirmed by AMS","$0"]]},"note":{"title":"Check the outcome with AMS","text":"Ask AMS to confirm the refund amount, any fee, and how the adjustment will be recorded. A support request is not a completed refund. Wait for confirmation before telling the shopper the refund is complete."}},{"id":"ams-support-fee","title":"When AMS handles customer service","text":["The store owner normally answers shopper questions in Support. AMS can provide customer-service help for $5 per ticket, charged to the store owner.","AMS waives the ticket fee when the ticket results from an AMS defect or late production. Ask AMS to confirm the fee or waiver for the case. Keep the reply and resolution in the same Support thread.","For a non-AMS-fault case, both the refund fee and an applicable AMS ticket fee can apply. Example: a $40 refund has a $4 refund fee. If AMS also provides billable ticket help, add $5, for $9 in owner fees."]},{"id":"after-launch","title":"Your next steps after launch","steps":[{"title":"Share the shopper link","text":"Use Copy Link on the Launch screen or Share store on the dashboard. Open the link yourself first."},{"title":"Check Orders and Support","text":"Reply to your shoppers. If you offered school or business pickup, keep the recipient and distribution plan current."},{"title":"Review Payouts separately from sales","text":"A sales total is not the same as Available now. Check delivery holds and fees before requesting proceeds."}],"links":[{"label":"Understand payouts","href":"/help/campaign-stores/pricing#payouts"},{"label":"Optional settings after your first launch","href":"/help/campaign-stores/advanced"}]}],"next":["campaign-stores/troubleshooting","campaign-stores/pricing","campaign-stores/advanced"],"updatedOn":"2026-10-21","kind":"article","canonical":"https://chooseams.com/help/campaign-stores/orders-support","revision":"8dd7597f","markdown":"# After a shopper orders\n\nFind orders, answer shopper questions, and send the right problems to AMS.\n\nSource: https://chooseams.com/help/campaign-stores/orders-support\nReviewed/updated: 2026-10-21\n\nYou will: Know your job after launch and route a shopper’s question to the right place.\n\n## What you need\n- Access to your campaign dashboard.\n- For a specific problem: the store name, order number if available, and a short description.\n\n## What happens next? {#after-checkout}\n\n1. **Shopper orders** They choose a product, delivery method, and payment.\n2. **AMS processes it** AMS handles payment processing, production, and fulfillment.\n3. **Order is delivered or picked up** The order’s delivery choice and status determine the next step.\n4. **You keep the group informed** Answer store questions and handle your group’s pickup plan if you offered one.\n\n![Campaign Dashboard for the fictional Westview sample store.](/images/help/campaign-dashboard-desktop-1440-2026-10-20.webp)\n\nAfter launch, use the dashboard to open Orders, Support, and Payouts.\n\n## Find an order {#find-an-order}\n\n1. **Open the right campaign, then Orders** Find the shopper’s order. Use its actual status and delivery choice when answering a question. A cart or a payment attempt is not proof of a paid order.\n\n2. **Check the details before replying** Do not promise a shipping date or refund you cannot verify. If the shopper reports a wrong or defective item, use Support and escalate to AMS.\n\n## Reply in the Support tab {#answer-customer-questions}\n\n1. **Open Support** Requests sent from your storefront appear here first. Look for Needs reply.\n\n2. **Read and reply in the thread** The shopper receives an email with your reply. Help with group questions, store information, or your pickup plan.\n\n3. **Choose Escalate to AMS when needed** Send production, shipping, payment, or refund problems to AMS through the thread. Include the order number and explain what the shopper says happened.\n\n4. **Mark the request Resolved when handled** Keep the reply in the thread so the shopper and AMS have the same context.\n\n> **Keep payment information private** Never ask for a full card number, card security code, password, or a one-time sign-in code. Use the order number and the error message instead.\n\n![Support thread with a fictional shopper question, Needs reply, and Escalate to AMS.](/images/help/campaign-support-desktop-1440-2026-10-20.webp)\n\nSupport: reply to group questions here. Send AMS-only problems with Escalate to AMS.\n\n## Explain final sales accurately {#no-returns}\n\nCampaign products are made to order. Shoppers see the final-sale policy and must acknowledge it before paying. Do not promise a return or exchange for a change of mind.\n\nAMS can review defective or incorrect items for a remedy. The store owner cannot promise or issue an AMS refund without AMS approval. Escalate the issue rather than guessing what the outcome will be.\n\n- [Read the store-owner agreement](/campaign-store-owner-agreement)\n\n## If AMS caused the problem {#ams-mistake}\n\nAMS guarantees it will reprint, replace, or otherwise make its mistake right at AMS’s expense. AMS covers 100% of the remedy for a problem it caused.\n\nOpen the shopper’s Support thread and choose Escalate to AMS. Include the order number, affected items and counts, and clear photos when relevant. AMS will confirm the remedy for that order.\n\n## If a package arrives damaged {#carrier-damage}\n\nCarrier damage follows the shipping-insurance claim process. AMS uses XCover for these claims. Keep the damaged items, packaging, shipping label, and clear photos.\n\nUse the Support thread to ask AMS for the claim instructions and applicable coverage. Do not promise the shopper an insurance payment or discard the evidence before AMS confirms what is needed.\n\n## Ask AMS about a partial or full refund {#refund-requests}\n\nAMS support can handle a partial or full refund. The store owner cannot issue an AMS refund on their own. Send the order number, the affected items, the reason, and the amount you are requesting.\n\nThe service fee is 10% of the amount refunded. For Campaign Stores, this replaces the general 5% cancellation fee. AMS deducts the fee from the store owner’s Campaign Store payouts or sends an invoice. The fee is waived when AMS caused the problem.\n\n| Example only | Amount refunded | Owner refund service fee |\n| --- | --- | --- |\n| Full refund | $100 | $10 |\n| Partial refund | $40 | $4 |\n| AMS caused the problem | Amount confirmed by AMS | $0 |\n\n> **Check the outcome with AMS** Ask AMS to confirm the refund amount, any fee, and how the adjustment will be recorded. A support request is not a completed refund. Wait for confirmation before telling the shopper the refund is complete.\n\n## When AMS handles customer service {#ams-support-fee}\n\nThe store owner normally answers shopper questions in Support. AMS can provide customer-service help for $5 per ticket, charged to the store owner.\n\nAMS waives the ticket fee when the ticket results from an AMS defect or late production. Ask AMS to confirm the fee or waiver for the case. Keep the reply and resolution in the same Support thread.\n\nFor a non-AMS-fault case, both the refund fee and an applicable AMS ticket fee can apply. Example: a $40 refund has a $4 refund fee. If AMS also provides billable ticket help, add $5, for $9 in owner fees.\n\n## Your next steps after launch {#after-launch}\n\n1. **Share the shopper link** Use Copy Link on the Launch screen or Share store on the dashboard. Open the link yourself first.\n\n2. **Check Orders and Support** Reply to your shoppers. If you offered school or business pickup, keep the recipient and distribution plan current.\n\n3. **Review Payouts separately from sales** A sales total is not the same as Available now. Check delivery holds and fees before requesting proceeds.\n\n- [Understand payouts](/help/campaign-stores/pricing#payouts)\n- [Optional settings after your first launch](/help/campaign-stores/advanced)\n\n## What to do next\n- https://chooseams.com/help/campaign-stores/troubleshooting\n- https://chooseams.com/help/campaign-stores/pricing\n- https://chooseams.com/help/campaign-stores/advanced\n\n## Working with a customer agent\nUse this guide as public instructions. Get current prices, stock, order status, and eligibility from authorized live tools. Ask for missing choices. The customer must review the exact artwork/proof and authorize any paid or publishing action. A copied guide does not connect an account or grant access. Do not include passwords, card details, locker codes, or private access links in public requests.\n"}