This has been really helpful. It would be great if you could provide some real world example scenarios that we would be required to write a user story for.
"Technical" user stories are rarely (if ever) a good thing. They remove the context of the user and why the story is valuable to the user. For this scenario, a functional user story from the Customer, Customer Service or both personas would be good to cover it end to end. As a customer I want to provide a reason for unhelpful package tracking information So that I customer service is better able to understand my concern and make improvements. As a customer service representative I want to view the reason a customer found our package tracking information unhelpful So that I am able to understand the customer's concerns and make improvements.