List what they can decide
Write down the decisions a freelancer can make without asking: standard answers, small goodwill gestures up to a limit you set and when to close a ticket. Be concrete about amounts and examples so there is little to interpret.
List what they must hand off
Name the cases that always move to you: refunds above your limit, legal or privacy requests, security reports, angry customers who ask for the owner and anything involving account access. A short list is easier to remember than a long one.
Name a person and a channel
Give one contact for each kind of issue and one place to reach them, such as a tagged ticket or a chat channel. A policy that says to ask someone in management helps nobody at five in the afternoon.
Set the wait time
Say how long a handed-off ticket can sit before the freelancer chases it. If an urgent issue cannot wait for your reply, say what the freelancer should tell the customer in the meantime.
Give them the wording
Provide two or three saved replies for the handoff itself: telling the customer you are checking with a colleague and when they will hear back. The customer should never see the policy, only a calm holding message.
Review it after real cases
After a month, look at the tickets that were handed off and the ones that should have been. Add the missing cases to the policy and drop the ones that never came up.