THE HANDOFF · CUSTOM SUPPORT PLAYBOOK

The support system your assistant can follow without asking you every time.

We turn your approved policies, recurring problems and founder decisions into one playbook — workflows, approved replies, a decision tree and an authority matrix your assistant can use with greater consistency.

Request the free Fit Check See what's inside
Free suitability check No deposit to apply One consolidated revision
Manifest · Introductory package 9 pieces
WF·03Priority workflows✓ included
RESP·10Approved responses✓ included
DT·01Decision tree✓ included
AUTH·01Authority matrix✓ included
CHK·01Daily checklist✓ included
REF·01Quick-reference page✓ included
NOTE·01Case-note guidance✓ included
DOC·02Delivery formats✓ included
REV·01Revision included✓ included
Built from your policies· Shopify-specific checks· Owner-approved rules· Editable delivery
THE HANDOFF PROBLEM

Your assistant should not need to ask you what happens next.

When support knowledge lives in your head, every unusual ticket finds its way back to you.

01

Policies are scattered

Answers sit across Shopify pages, messages, recordings and old replies.

02

The founder stays interrupted

Your assistant can answer the customer — but still needs you to approve the decision.

03

Replies become inconsistent

The same situation receives different wording, promises and follow-up each time.

04

Small mistakes become expensive

An unapproved refund, replacement or promise can cost more than the system preventing it.

WHAT'S INSIDE

Nine pieces. One system your assistant can follow confidently.

Not a template with your logo on it. Every piece is built from your policies, your three recurring issues and the decisions only you can make.

WF·03

Priority workflows

Built around the three support situations that cost your store the most time.

RESP·10

Approved responses

Customer-ready replies in your voice, with the checks required before sending.

DT·01

Decision tree

A visual route through one high-friction issue, from first check to final handoff.

AUTH·01

Authority matrix

A clear line between what your assistant may handle and what stays with you.

CHK·01

Daily checklist

A repeatable rhythm for new, active, waiting and resolved tickets.

REF·01

Quick-reference page

A one-page summary your assistant can keep open while handling tickets.

NOTE·01

Case-note guidance

A simple method for recording decisions so future tickets stay consistent.

DOC·02

Delivery formats

A polished PDF plus an editable document your business can maintain.

REV·01

Revision included

You review the system once and we align it before final delivery.

WHY CUSTOMISATION MATTERS

Generic documentation records information. The Handoff turns it into an approved support system.

Generic templateInformal handoffThe Handoff
Uses your live store policiesLimitedScattered✓Built from intake
Defines assistant authorityGenericOften unclear✓Owner approved
Shopify-specific checksSometimesRelies on memory✓Built into workflows
Customer-ready repliesGeneric voiceVaries by person✓Ten approved replies
Accountable revisionNoNo✓One included
FICTIONAL PORTFOLIO SAMPLE

The Pawhaven Support Playbook

Pawhaven is a clearly disclosed fictional brand. It shows the structure and depth included in the package — not a real client result.

18pages
03workflows
10responses
Section 01 · Store rules

Check the live order before replying.

AreaRuleVA action
Processing1–2 business daysCheck order timeline
TrackingAfter dispatchCheck live carrier link
RefundOwner approvalNever promise early
SHOPIFY ADMIN · ORDER #PH-1042 · PAID · FULFILLED · IN TRANSIT
HOW IT WORKS

From scattered information to an approved handoff.

Free
01

Store Fit Check

We review your support situation before you pay and tell you honestly if the package isn't suitable.

Agreed
02

Scope, payment and intake

If the service fits, you approve the written scope, complete the $100.00 AUD payment through secure Shopify checkout and provide your approved policies, recurring issues and decision limits.

Custom
03

Playbook build

We convert your approved information into workflows, responses, controls and daily guidance.

Approved
04

Review and handoff

You receive the PDF and editable files, review the system, and use the included consolidated revision.

Typical timeline: Fit Check response within 2 business days · initial playbook within 7 NSW business days after complete, usable intake · revision within 3 NSW business days after consolidated feedback.
INTRODUCTORY CLIENT PRICE · NO SUBSCRIPTION

A controlled first support system.

Designed for a live Shopify store preparing to delegate customer support — not for a business looking for legal policies or inbox management.

Good fit

  • Live Shopify store
  • Three recurring issues
  • Existing policies
  • Ready to approve decisions

Not this package

  • Legal or compliance advice
  • Support inbox management
  • Guaranteed financial results
  • Unlimited workflows
No store passwords
No subscription
One consolidated revision
Built from approved rules
Introductory client price · no subscription
$100.00 AUDone off
One custom build — not another monthly software seat. Payment is requested only after the free Store Fit Check confirms suitability and you approve the written scope.
  • 3 customised workflows
  • 10 approved responses
  • Decision tree + authority matrix
  • Checklist + quick-reference page
  • Case-note guidance
  • PDF + editable document
  • One consolidated revision
Agreed-scope assurance

If the revised playbook still omits something in the agreed scope, we correct it at no extra cost. Requests outside that scope are quoted separately.

Request the free Fit Check
Displayed in your selected currency. No deposit to apply. No compulsory sales call.
QUESTIONS, ANSWERED

Know what you're buying before you apply.

Handoff Focus solves one repeated support problem with one workflow, one decision path, three approved replies and basic approval boundaries. The Handoff Complete creates a wider system with three workflows, ten approved replies, a full decision tree, an authority matrix and practical reference tools.
No. Every paid system is built from your approved policies, recurring support issues and business decisions. The Pawhaven documents are fictional portfolio samples that demonstrate our structure and visual standard.
No. We never ask for your store password or unrestricted admin access. You provide the information needed through the Fit Check and intake process.
No. Fenlow creates operational support systems, not legal or compliance advice. You provide your existing approved policies and we turn them into a system your assistant can follow.
We tell you directly during the free Store Fit Check before requesting payment. There is no deposit and no obligation to continue.
The Store Fit Check is free. If your store is suitable, we confirm the written scope and send you a secure Shopify checkout for your chosen offer. Full payment is required before the custom build begins. Prices are displayed in your selected currency.
Yes. Upgrade within 7 days of purchasing Handoff Focus and we will send you a private single use discount code. The code credits the A$49 Focus payment toward The Handoff Complete, leaving an A$100 base balance before currency conversion or applicable taxes.
The initial playbook is delivered within 7 NSW business days after we receive full payment and a complete usable intake. An included revision is delivered within 3 NSW business days after we receive your consolidated feedback.
It covers one consolidated round of changes needed to align the system with the scope and information agreed during intake.
We correct agreed scope omissions at no extra cost. New workflows or requests outside the original scope are quoted separately.
Your editable document can be updated when your policies change. If you want Fenlow to make the updates, we will confirm and quote that work separately.
No. Fenlow Systems is an independent service and is not affiliated with or endorsed by Shopify.
YOUR SUPPORT ASSISTANT SHOULD NOT HAVE TO GUESS

Build the system before the next difficult ticket.

Request the free Fit Check