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[DIRTYMOUTH] | Outlook

Joshua Carrasco

Last edited 269 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

Go to your internet browser and login to:

https://outlook.office.com/owa/⁠

Email:

dj@dirtymouthapparel.com⁠

Password: Starfyx1!

⁠

When you process refunds or need to put in replacement orders, you login to Shopify:

Shopify access:

dirtymouthapparel.com/admin⁠

⁠

Email:

support@bemadesigns.com⁠

⁠

Password: Support123!

There are 3 types of emails that usually come up:

Refunds and replacements

Order status

Notifications

1. Refunds and Replacements

Customer says that they received the wrong item:

Respond with this email (only if this is a New ticket):

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

If they want a refund, go into Shopify and create a return label for the order.

MAKE SURE THE RETURN ADDRESS IS:

Dirtymouth Apparel

101 Catamaran St

California, CA 90292

Follow instructions to create label and email to customer

⁠

⁠

If they want a replacement, tell them to ship the item to:

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

Shopify.com⁠

⁠

Go to

Dirtymouthapparel.com/admin⁠

⁠

Find their order and duplicate

Make 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 customer

Click "add discount"

⁠

Discount type: Percentage / Discount Value: 100% / Reason: Replacement

⁠

Customer says that their apparel size doesn't fit:

Respond with this email (only if this is a New ticket):

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?"

Check to see if the order has shipped yet in Shopify

dirtymouthapparel.com/admin⁠

⁠

Search for their order in Shopify

Click on the tracking number

If it has not shipped yet, go to

Printful.com⁠

and find their order by going to

printful.com/dashboard/default/orders⁠

⁠

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

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

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.

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:

⁠

⁠

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!

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