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Go to your internet browser and login to:
Email: Password: Starfyx1!
When you process refunds or need to put in replacement orders, you login to Shopify:Password: Support123!
Refunds and replacementsOrder statusNotifications
Respond with this email (only if this is a New ticket):
If they want a refund, go into Shopify and create a return label for the order.If they want a replacement, tell them to ship the item to:Find their order and duplicateMake sure that the order that is duplicated only includes the items they need replaced!Make sure that any replacement orders, you discount it by 100% and do not charge the customerClick "add discount"
Discount type: Percentage / Discount Value: 100% / Reason: Replacement
Respond with this email (only if this is a New ticket):
Check to see if the order has shipped yet in ShopifySearch for their order in ShopifyClick on the tracking numberIf it has not shipped yet, go to and find their order by going to Look for their order
Look at the "Status"Tell the customer what the status is. REPLACE {INSERT STATUS HERE} in the message below with the status by copy and pasting
If they reply with "yes, I want a refund", submit a refund and mark this ticket as "resolved".If it has shipped, COPY AND PASTE the tracking number and replace {INSERT TRACKING NUMBER} in the message below and tell them to contact the postal service.
If the email looks like a notification or automated by a bot, please "Archive".If the email looks important or written by a human, please keep!AllowAllowAllowAllow
[DIRTYMOUTH] | Outlook
Joshua Carrasco
Last edited 795 days ago by Joshua Carrasco.
Context: Dirtymouth Apparel is the brand name and it is a college apparel online store**.**
Goal: Answer all of our brands' emails from customers to ensure the highest customer satisfaction
How: Quick, friendly responses that solve customers' problems
When: Daily
How to Access Emails
There are 3 types of emails that usually come up:
1. Refunds and Replacements
Customer says that they received the wrong item:
Hi {First-Name},
Ava here to help! I'm sorry that you received the wrong item.
We can process a refund for you or send a replacement.
Please let me know, and I can get whichever option processed for you ASAP! 🙂
Best,
Ava
Customer Support
DirtymouthApparel.com
MAKE SURE THE RETURN ADDRESS IS:
Dirtymouth Apparel
101 Catamaran St
California, CA 90292
Follow instructions to create label and email to customer
Dirtymouth Apparel
101 Catamaran St
California, CA 90292
If they want a replace, wait to receive the replacement, put in an order for them through
Customer says that their apparel size doesn't fit:
Hi {First-Name},
Ava here to help! We're sorry that your apparel doesn't fit!
We can send a replacement or refund your order
Please let me know, and I can get whichever option processed for you ASAP! 🙂
Best,
Ava
Customer Support
DirtymouthApparel.com
2. Order Status
Customer asks for the status of their order or asks "where is my order?"
Hi {First-Name},
I've pulled your order up in our system.
Your order is marked as {INSERT STATUS HERE}.
It should be completed in a few days.
We are facing some unusual delays due to COVID-19.
We expect your order to ship out within a week.
If that is unacceptable to you, we can go ahead and cancel your order
and send you a full refund.
Thanks,
Ava
Customer Support
DirtymouthApparel.com
Hi {First-Name},
Ava here to help!
For reference your tracking number is: {INSERT TRACKING NUMBER}
I've just pulled up your order and it looks like your order has shipped.
I understand that there have been some recent issues with our shipping carriers given logistical delays due to COVID-19.
Often times, packages that are stuck or marked as delivered will show up within one or two business days.
Please let me know if your package shows up.
If this order still has not shown up within the week, please let me know and I can get a full refund processed for you.
Thanks so much, and please have an awesome day!
Best
Ava
Customer Support
DirtymouthApparel.com
3. Notifications
Automated emails can be deleted. They usually look like this:
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