Create a compact case summary
Include the order identifier, service scope, target, charge, and the exact unresolved question. Link the relevant evidence and support thread. The new operator should not need to infer the problem from scattered screenshots or a long chat history.
State the current instruction
Record whether the buyer wants to continue, stop, request coverage, or obtain clarification. Include any earlier instruction that was superseded. This prevents a new staff member from repeating an obsolete request or giving support contradictory directions.
Define the next checkpoint
Note the last confirmed response and what event or information should trigger follow-up. Assign responsibility for updating the client and ledger. Do not mark the handover complete until the receiving person can identify the next required action.
Decision checklist
| Decision | What to check |
|---|---|
| Case | Order and unresolved issue |
| Instruction | Current authorized request |
| Owner | Next responsible operator |
Worked example
A hypothetical first operator asks for cancellation, then the client agrees to continue after clarification. The handover must state that continuation is current and preserve the earlier cancellation message as historical context, not an active instruction.
Example figures explain the decision; they are not current prices or promised results.