Commerce Operations
Commerce operations cover the work an operator does after the marketplace organization has places to sell.
Products
Products are the offers customers can book or subscribe to.
Use products to describe what is being sold, where it applies, and whether it supports one-time booking, recurring subscription, or both.
Bookings
The bookings page helps operators review marketplace bookings and admin-created bookings.
Open a booking detail page to understand the customer, product, time, status, and next action shown by the app.
Subscriptions
Subscriptions are recurring marketplace purchases. Operators use subscription pages to review recurring customer access and related status.
Refunds
Refund work belongs to Spaces from the operator side. Customer Help explains what customers may request. Spaces Help explains how operators review the work at a public-safe level.
Do not treat refund help as accounting instructions. Follow the product UI and your organization’s process.
Customer Records
User and customer pages help operators understand customer context tied to marketplace activity.
Expected Result
Operators can see what is being sold, who booked or subscribed, and what work needs attention without mixing customer self-service with operator actions.
Product Setup Checklist
Before publishing or using a product, check:
- product name
- location and resource connection
- one-time booking or subscription behavior
- availability rules
- price or payment expectations when shown
- cancellation and refund expectations
- customer-facing description
- whether the product is ready for public use
Use customer-friendly names. A customer should be able to understand the offer without knowing your internal setup.
Booking Review Checklist
When reviewing an operator booking, check:
- customer name or account context shown by the app
- product
- location or resource
- booking time
- status
- payment or fulfillment signal when visible
- next action, if any
If a customer asks for help, open the booking detail page before answering.
Subscription Review Checklist
When reviewing a subscription, check:
- customer
- product
- recurring schedule
- current status
- related bookings when shown
- renewal or cancellation information
- payment or refund context when visible
Subscriptions can affect future bookings. Check the whole subscription, not only one booking instance.
Refund Work
Refunds need careful language.
From the operator side, a refund may involve:
- reviewing the customer’s request
- checking the booking or subscription
- checking the visible payment state
- applying the organization’s policy
- following the product UI for the next step
- contacting the customer if more information is needed
Do not use public help as accounting or legal advice. Do not expose internal accounting identifiers, payment secrets, or provider credentials.
Commerce Problems
| Problem | What to check |
|---|---|
| Customer says they booked but operator cannot see it | Check customer account context, booking list, and product/date filters. |
| A booking has the wrong product | Open the booking detail and compare it with the product setup. |
| A subscription did not renew as expected | Check subscription status, product availability, and visible payment state. |
| A refund action is missing | Check eligibility, status, and whether the workflow needs manual review. |
| Product cannot be booked | Check location/resource availability, product rules, and payment setup. |
Customer Communication
When replying to a customer, keep it simple:
- confirm the booking or subscription you are discussing
- explain what the visible status means
- say what the next step is
- avoid internal implementation details
- do not share payment secrets or private operator notes