[webwright]

" maybe it's just me, but the customer pays you, they can send as many emails as they want"

It's just you. Emails for a company at this scale enter a ticket queue, not somebody's inbox. Adding more tickets for the same issue impedes the company's ability to help other customers and doesn't get you help any faster.

They didn't scold him. They told him facts-- that it didn't help anything and that the system (i.e. the software) might flag him as a spam if he hammered on it too hard.

Regarding the core issue-- they have a stated policy on chargebacks. It isn't "guilty until proven innocent", it's "Square gets to hold the money in question until it's sorted out-- and when you set up your account, you connect an account and authorize us to debit $ to cover a negative balance".

This is just how chargebacks work. It's somewhat dictated by the credit card companies-- I'm not sure Square has much flexibility to have a different policy even if it made sense to do so (IMO, their policy is perfectly reasonable).

[smackfu]

A smart queue would bunch together tickets from the same email address, or at least classify them together. Treating each email as a completely separate contact is dumb.

[jspiral]

I'm interested to hear whether people have found a good way to do this.

I've had a couple of jobs where support reported to me. In those cases, our end client had a help desk of some form that was escalating to us, so it wasn't unusual to get small laundry lists of whatever their admins couldn't deal with.

I greatly prefer to have those lists split out into individual tickets.

Granted, our systems provided the ability to pull up a view of all tickets associated with a specific POC or client, maybe that's all you are asking for. I just wanted to point out that i haven't seen any shops where it was obvious that what you're asking for was easy or correct.

If you have an example i'd love to hear about it!