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Copy of Macros (from Zendesk)

Copy of Macros (from Zendesk)

Category

Name

Description

Email Response

1st Outreach | ONE | 10 Days Post-purchase

Where is my order? (1st Outreach from Customer, typically 5-15 days after order date)

Hi [Name] We are reaching out to update you on the status of your x style. We are incredibly sorry for the unexpected wait time. We appreciate your patience for your order and would like to be completely transparent regarding the delay. We experienced an overwhelming and unexpected volume of orders that has lead to a few unexpected delays in our made to order process. Your XX is expected to ship out in XX business days. We understand this is an unacceptable experience and are so sorry for any inconvenience caused. Although we are proud of our made to order production and quality, we also know our customers appreciate the speed and the ability to deliver on this promise. We are working very hard to drive the time back down to exactly between 5-7 days. In the meantime, please accept the code XX to take XX off your next order with us. This is a gift sent to you as an apology for this experience. If you have any additional questions or concerns, please don't hesitate to reach out! We look forward to shipping your order as soon as possible. Thank you from all of us at X brand.

Best,

Brand

2nd Outreach | ONE Warning | Major: Customer Wait Time > 25 Days

Hi [Name],

We are reaching out to notify you that unfortunately, your {ONE} has experienced further delays during production. We expect your order to be finished and shipped to you in 3-6 business days. As you know at [Brand], every item is made for you after you order it. This is our pledge to a more sustainable and higher quality garment for our customers. What we are trying to accomplish has presented significant challenges. Every error requires we remake your order, which adds significant time to your experience. We are extremely disappointed when these challenges impact our customers and deeply apologize for this experience. Please accept 20% off of your next purchase with code xxx and please don’t hesitate to reach out with any further questions or concerns. We look forward to shipping your order shortly.

Thank you from all of us at [Brand].

Best, [Brand]

3rd Outreach | ONE Warning Final | 35 Days After Customer Expects Order

Hi {{ticket.requester.first_name}}, We are reaching out regarding your order with us. We deeply apologize for the experience so far. We are so disappointed to inform you that your {name of ONE} experienced yet again more issues in our production process, and it is now expected to ship by {projected ship date} to account for reproduction. Because, everything is made for you, once an error occurs we need to start over with the affected garment. We are so upset that this has happened to your order with us, please accept a 20% refund on your garment(s) as an apology for this whole experience. When doing something that has never been done before, errors happen and when they do we believe being accountable to you is the first thing that should happen. We thank you for your patience, and we look forward to delivering your beautiful garment. Best. [Brand]

Extreme Customer Delay

Hi {{ticket.requester.first_name}}, So it is with a slightly embarrassed heart we’re reaching out. You may have forgotten but on (Fill in date) you placed an order for a (fill in style) from BRAND. It was a perfect storm of unfortunate circumstances as we were also making system upgrades at that time, and in the process, your order was redirected and we lost visibility on it.

We officially cancel the order + refund you the XXX amount.

Confirm you would still like to receive this style. Once confirmed we will work double time to perfectly produce the order and you’ll receive it in 10-20 days.

In either case, we will also send you an additional discount code (xxx) for your troubles to be applied to your next purchase.

Please let us know if you have any additional questions. We're happy to help.

Thank you from all of us at BRAND

Best,

BRAND

Damaged ONE

How do I respond to a customer who reaches out about a damaged product?

Hi {{ticket.requester.first_name}}, Thank you for reaching out. We are so sorry to hear your item arrived damaged. Could you please take a photo of this for us so we can see what happened here? (If one is provided say "Thank you for including a photo").

At BRAND we take pride in the timeless quality of our garments and are very disappointed when a mistake is made on a customer order.

Your refund has been processed and you should receive a notification regarding within two more business days. If you don't receive a notification, please let me know. Please let us know if you have any additional questions or concerns.

Thank you from all of us at {{ticket.brand.name}}. Best,

Brand

Order is On Time

Hi {{ticket.requester.first_name}}, Thanks for reaching out! Your order is being made and will be shipped to you in the next {{expected SLA time}}. We will send you tracking information as soon as your order is complete and on its way. Please let us know if you have any additional questions or concerns, we're happy to help. Thank you from all of us at {{ticket.brand.name}}. Best, BRAND

Shipping Soon

For when an order is almost ready to be shipped

Hi {{ticket.requester.first_name}}, Thanks for reaching out to us! Unfortunately, your order experienced some issues in the process. We're currently working on getting it shipped to you as soon as possible. Your order is still being made for you and is expected to ship out in the next 8-10 days! We will send you tracking information as soon as this ships. Let us know if you have any additional questions. We're happy to help. Best, BRAND

Garment Care Inquiry

Hi {{ticket.requester.first_name}}, Thank you for reaching out! We recommend (how to wash). We also recommend (how to dry). We do not recommend (how not to wash or dry). Please find more detailed washing instructions in the label of every garment. If you have any further questions or concerns, please don't hesitate to reach out. Thank you from all of us at {{ticket.brand.name}}. Best, BRAND

Missing Unit

I received my order and something is missing!

Hi XXXX, Thank you for reaching out! Every item is made to order individually after you order it! Sometimes specific items can take longer to make so we ship multi item orders as they are finished. (IF THE MISSING UNIT IS STILL IN PRODUCTION:)Your remaining [BRAND] garment is still being made and is expected to ship out in x business days. IF THE MISSING UNIT WAS FULFILLED (Internal: Open Spoke request - if fulfillment is not able to locate unit to fulfill within 1 business day then take following action/communication:) It seems like there was a mistake in our system. To make this right we would like to replace your garment. Please keep an eye out for an exchange notification in your Inbox. Your missing {{body}} will be shipped out to you in approximately X-X business days. Thank you for your patience and for reaching out to us about this matter! Best, [BRAND]

Bad Experience Apology

Reminder: this is how to create a discount code

Hi {{ticket.requester.first_name}},

Thank you so much for reaching out and following up with us. We are so sorry about these occurrences and for any inconvenience this may have caused you! We can assure you our team is working hard to ensure this does not happen again!

We have gone ahead and processed your refund and you should be receiving a confirmation email shortly.

To apologize for this experience, we want to go ahead and send over the following discount code for you to take 15% off your entire next purchase: "CS_EXPERIENCE".

Again, we apologize for your experience and want you to know we truly value your feedback!

Best,

BRAND

Customer Complains to Bank

For when a customer complains to their bank instead of resolving an issue with customer service, resulting in the bank opening up a claim with us and not allowing us to refund the customer on our end.

Hi {{ticket.assignee.first_name}},

Thanks for the followup. Unfortunately, we are unable to process your refund on our end any longer as you have filed a claim with your bank. It seems they have launched an investigation and will issue the refund themselves once they have results.

Let us know if that makes sense; happy to answer any other questions you may have.

Best,

BRAND

Verifying Customer Validity

For when a customer wants information or action from the customer service team, but does not have the proper information about their order/invoice

Hi {{ticket.assignee.first_name}},

Thanks for reaching out. Unfortunately, in order to check that for you, we would need some further information. Would you be able to provide either your order number or alternatively, the email address that you used to place your order?

Let us know what you can do; any details would be great to allow us to help you further. Please feel free to follow up with any other questions you have in the meantime.

Best,

BRAND

Platform Cancel - Cannot Produce

Hi {{ticket.requester.first_name}},

We are incredibly sorry to inform you that despite our best efforts to complete your order, we were unable to finish your STYLE NAME.

We will issue a full refund for your item. We are incredibly sorry and embarrassed for this experience with us. We will continue working on the development of this product to ensure we can consistently produce it to the standard which we hold ourselves accountable.

Although attempting something new comes with unexpected issues, we are extremely disappointed when these impact our customers. Please let us know if there is anything we can do to assist in finding something new. If you have any questions or concerns, we’re happy to assist.

Thank you from us at BRAND.

Best, BRAND.

Platform Cancel - Special Complimentary Item

Hi {{ticket.requester.first_name}}, We are incredibly sorry to inform you that despite our best efforts to complete your order, we were unable to complete your *STYLE NAME*. We have issued you a full refund on the affected product. We encourage you to please keep an eye out as we want to offer you a complimentary gift on us, as well as a 20% discount XXXXX for your next order with us to make up for the abrupt cancellation. As you know, every item is made for you after you order it. This is our pledge to a more sustainable world and a higher quality garment. This product requires additional development to ensure we can consistently produce it to the standard to which we hold ourselves accountable. Please let us know if there is anything we can do to assist in finding something new in the future. If you have any questions or concerns, we're happy to assist.

Thank you from us at BRAND.

Best, BRAND.

PO Box/need new address

Hi {{ticket.requester.first_name}}, We apologize for the inconvenience! Unfortunately, we cannot ship to P.O. boxes. In order to get this package to you, we must have an actual address as opposed to a P.O. box. Do you have an alternate address that your order can be shipped to? Please let us know; we want to get this to you right away! Thank you from all of us at BRAND. Best, BRAND.

PO Box/ Order cancellation

If a customer does not provide alternate address after 30 days since the order has been in warehouse..

Hi {{ticket.requester.first_name}},

We hope this message finds you well. We regret to inform you that we had to cancel your recent order [Order Number] due to shipping restrictions. Unfortunately, we are unable to ship to PO Box addresses, and despite our repeated attempts to communicate with you, we were unable to confirm an alternative shipping address.

As a result, we have processed a full refund for your order amount. You should see the refunded amount reflected in your original payment method within the next [timeframe].

We sincerely apologize for any inconvenience this may have caused. If you have any further questions or if there's anything else we can assist you with, please don't hesitate to reach out. We're happy to help.

Thank you from all of us at BRAND

Best,

BRAND

Wrong Address - Already Delivered

Hi {{ticket.requester.first_name}},

Thank you for following up - we deeply apologize for the experience.

We would love to produce and send over a replacement order for your order #(enter order number here). Alternatively, we can also issue a refund on the merchandise. We are again deeply sorry about all of this, and please let us know how you'd like to proceed!

Thank you from all of us at BRAND

Best,

BRAND

Package Returned to Sender

How to process packages that were returned to sender?

Hi {{ticket.requester.first_name}}, Thank you for your order! Unfortunately, your package was returned to sender. Is there an alternative address that we can ship your package to? Please let us know at your earliest convenience and we'll get this order shipped out. Thank you from all of us at {{ticket.brand.name}}. Best, {{ticket.brand.name}}.

Issue with Refund

Customer reaches out informing they never received the refund.

Hi {{ticket.requester.first_name}}, Thank you for reaching out! We apologize for the confusion and inconvenience. As you can see below, you were refunded by our site system on (X DATE). (ATTACH SCREENSHOT OF SHOPIFY DETAILS) Sometimes it can take up to 10-14 business days for a refund to be reflected on your bank statement depending on your financial institution. We recommend reaching out to your banking representative and please let us know if we can assist or be in touch with them to ensure the amount is refunded. Thank you from all of us at {{ticket.brand.name}}. Best, {{ticket.brand.name}}.

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