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Response Templates

Customer Service Best Practices Templates

In the table below, there are some example of how you can communicate with your customer when your customer reaches out to you and actions you can take regarding their inquiry. As scenarios arise, we will be updating this document. If you run into a situation that is not covered in the table below, please reach out to Managed Services and we are happy to help you work through it and keep your customers happy!

Managed Services Recommended Response

Managed Services Recommended Response

I just placed my order, but haven’t received shipping confirmation or tracking yet.

This is for a customer who recently placed their first order, and reaches out confused why they haven’t yet received shipping and tracking confirmation, as they are used to Amazon and other e-tailers who confirm within 24 hours.

Thank you for your order!

And great choice! We love the [Insert product name here] and [Insert brand name here]!*

We're so excited to welcome you to Ventanas, connecting Dominicans around the globe as #ElCoroTakesonParis

⁠

We produce each garment on-demand, just for you, only after you buy it, in order to make clothing in the most sustainable, transparent way possible.

As a result, it generally takes about 2 weeks for your order to be shipped to your door.

You will receive a shipping confirmation email with tracking as soon as your garment is ready for delivery.

Please reach out with any other questions. We can't wait for you to receive your clothing!

Best, [Insert name]

Where is my order!?!

This is for when a customer order has not been shipped 20 business days after it has been ordered.

Use the actions and email template in this column for the following use cases :

A customer reaches out via email/instagram/etc. asking for the status of their order

You have edited the body, material, or color of a style that is already live on your site and it may has caused customer order delays

Navigate to

Create.ONE

⁠

→ MAKE → ORDERS

Look up the order # in the search bar and click into the order

Navigate to the NOTES section

Click → Request A Status Update on this Order

Input customer notes/requests in the notes field

*Note: if an order has not shipped after 20 business days, contact Managed Services in addition to following the steps above.

Optional: Give the customer a discount code for 20% off their next order

Navigate to Shopify → DISCOUNTS

Use an existing discount or make a new one!

Copy the discount code and past it into the template in this row

*Remember, Resonance products are made to order and will take 10-14 business days to deliver to the customer. A customer may reach out and be eager for their product even though it is not late!

*Note: We encourage calling customers here if the order is over a month old, with the following points:

ONE is late

Expected delivery date

Offering a complimentary item (suggested: under $100)

Hi (NAME), Your (NAME OF ONE) experienced damages in our production process, and it is now expected to ship by (EXPECTED SHIP DATE) to account for reproduction. Because everything is made for you, once an error occurs in the production of your garment, it must be reproduced. We apologize for the experience. Please accept a 20% discount on your next order with code (DISCOUNT CODE). As we are moving to a more sustainable, made-to-order process, errors can happen and when they do we believe being held accountable is the first thing that should happen. We thank you for your patience, and we look forward to delivering your beautiful garment. Best, (BRAND)

Where is my order!?! - Use this now

This is for when a customer order has not been shipped 20 business days after it has been ordered.

Use the actions and email template in this column for the following use cases :

A customer reaches out via email/instagram/etc. asking for the status of their order

You have edited the body, material, or color of a style that is already live on your site and it may has caused customer order delays

Navigate to

Create.ONE

⁠

→ MAKE → ORDERS

Look up the order # in the search bar and click into the order

Navigate to the NOTES section

Click → Request A Status Update on this Order

Input customer notes/requests in the notes field

*Note: if an order has not shipped after 20 business days, contact Managed Services in addition to following the steps above.

Optional: Give the customer a discount code for 20% off their next order

Navigate to Shopify → DISCOUNTS

Use an existing discount or make a new one!

Copy the discount code and past it into the template in this row

*Remember, Resonance products are made to order and will take 10-14 business days to deliver to the customer. A customer may reach out and be eager for their product even though it is not late!

*Note: We encourage calling customers here if the order is over a month old, with the following points:

ONE is late

Expected delivery date

Offering a complimentary item (suggested: under $100)

Subject: Update on Your Ventanas Order

Dear [Customer's Name],

Thank you for your recent purchase from Ventanas. We appreciate your support and would like to inform you of an update regarding your order.

At Ventanas, every piece is made one by one in El Cibao, only after an order is placed. Recently, we encountered an issue that impacted our factory, which has led to a delay in the production of your order. Since we don’t run inventory and make everything on demand, your order will be delayed by approximately two more weeks.

As a token of our appreciation for your patience and understanding, we would like to offer you a 15% discount on your next Ventanas purchase with the code: ERREDE

Why do we produce on demand? The fashion industry produces 92 billion pounds of waste EVERY year. Most brands produce their clothing six months in advance, and anything unsold often ends up in landfills. In fact, 30% of all clothes are discarded — but not ours.

We appreciate your understanding and support of this new way to design, sell, and make clothing—which btw is being built in Santiago de los Caballeros. If you want to know more about our design system check

https://www.resonancecompanies.com/

⁠

Abrazo cálido, The Ventanas Team

Hi [Customer's Name],

Thank you for your order! Since we make each piece on demand in El Cibao, sometimes delays in our facility will impact your order. Unfortunately, we had one recently and your order will take about two more weeks to complete.

Please use code ERREDE to get a 15% discount on your next order. We appreciate your patience!

Why do we produce on demand? At least 30% of the 92 billion pounds of waste in the fashion industry comes from products that never get sold. We’re working to eliminate waste entirely from the fashion industry — so we never make anything until you buy it.

Thanks for your understanding and support!

Abrazo cálido,

The Ventanas Team

How do I make a return?

Today, Resonance is not managing returns on the brand’s behalf. Managed Services is happy to sync with you to optimize your returns flow and brainstorm on your returns management Proceed with your brand returns policy.

Can I cancel my order?

Reach out to Managed Services to cancel the order

Product Feedback

My ONE is damaged!

A customer reaches out saying the product they received is damaged

Reach out to the customer using the first response and request images (if not already submitted) of the damaged ONE.

Escalate the issue to managed services with the images & order #

Managed services will input a product feedback and start the investigation!

Send the customer a replacement ONE in

create.ONE

⁠

Copy the customer information from shopify

*Note: Await the resolution of the investigation from managed services

OPTIONAL: Ask the customer to return the damaged product through brand returns process.

Hi (NAME)

Thank you for reaching out!

We are so sorry to hear your item arrived damaged. Could you 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 (Insert Brand), we take pride in the timeless quality of our garments and are very disappointed when a mistake is made on a customer order.

OPTIONAL: Please return your product by (BRAND RETURN PROCESS). We would like to send you a replacement ONE as soon as possible on us!

If you have any questions or concerns, please let us know. Looking forward to shipping a new item to you as soon as possible.

Thank you from all of us at BRAND).

Best,

(BRAND)

Exchanges

Can I make an exchange after I have received my product?

Option 1, Exchange It:

We suggest you use the Shopify application Exchange It. Follow instructions Make an Exchange with Exchange It under the section How To’s and Best Practices above.

Option 2,

create.ONE

⁠

Today, Resonance is not managing exchanges. However, in order to get your customer a new item, place the order in

create.ONE

⁠

so it does not charge them. Place an order for a new ONE in

create.ONE

⁠

by following the steps for Send a Complimentary Gifted ONE to a Customer in the How To’s and Best Practices section above.

*Note: if you order the new item in

create.ONE

⁠

customers will not receive exchange initiation notifications or delivery notifications. This feature is coming soon.

Can I make an exchange after I have received my product?

Option 1, Exchange It:

We suggest you use the Shopify application Exchange It. Follow instructions Make an Exchange with Exchange It under the section How To’s and Best Practices above.

Option 2, Managed Services:

Managed Services cannot change or exchange an order that has already been shipped.

Navigate to

create.ONE

⁠

→ MAKE → ORDERS

Search the order number in the search bar

Click into the order and check the current station of the ONEs

If the current station is fulfilled, proceed with brand exchange policy.

If the current station is not fulfilled, reach out to Managed Services to cancel the ONE.

Place an order for a new ONE in

create.ONE

⁠

by following the steps for Send a Complimentary Gifted ONE to a Customer in the How To’s and Best Practices section above.

*Note: if you order the new item in

create.ONE

⁠

customers will not receive exchange initiation notifications or delivery notifications. This feature is coming soon.

Shipping

Can I change my shipping address?

A customer wants to change their shipping address before they receive their order.

RULE: You cannot change addresses for orders that have already been shipped.

Navigate to

create.ONE

⁠

→ MAKE → ORDERS

Search the order number in the search bar

Click into the order and check the current station of the ONEs

If the station is warehouse or fulfilled, you cannot change the address. Use the ORDER HAS SHIPPED template to inform the customer this change cannot be made.

If the station is any other station, then proceed to the next steps

Navigate to Shopify → Orders

Search the order number in the search bar

Click into the order and navigate to Shipping Address, click Edit, and edit the address accordingly. Don’t forget to click save!

Use the ORDER HAS NOT SHIPPED template to inform the customer this change has be made.

ORDER HAS NOT SHIPPED:

(NAME)

Thank you for reaching out!

No problem, we're happy to change your shipping address.

Looking forward to shipping your order to you. If you have any further questions or concerns, please don't hesitate to reach out!

Thank you from all of us at (BRAND).

Best,

(BRAND)

⁠

ORDER HAS SHIPPED:

Hi (NAME),

Thank you for reaching out!

Unfortunately, your order has already been shipped and is expected to arrive at (ADDRESS)

In this circumstance, we recommend reaching out to your local UPS who can assist in rerouting the package to your new address. In case the package cannot be rerouted, please let us know and we'll work with our representative to have it returned to us and shipped to the new address.

Please let us know if you have any additional questions or concerns, we're happy to help.

Thank you from all of us at (BRAND).

Best,

(BRAND)

My Package is Lost!

A customer reaches out and is saying UPS/DHL their package

Standard Resonance Policy: Use the macro then await customer response. If the order is lost - file a claim with UPS and follow steps to exchange to ship new order to customer.

Here are the steps:

Check on order status: In

create.ONE

⁠

check to see if order has been fulfilled and check on the tracking number to ensure item is marked as "delivered."

Respond to customer using the template. We want the customer to check with their local UPS and give it at least 3-5 business days before we open a claim. Oftentimes, after a few days the package either turns up or the customers solve directly with UPS.

*Note: Completion of this flow relies on hearing back from the customer regarding the lost package

If customer replies between 3-5 days that the package is still lost:

Call UPS and file a claim.

Offer to exchange the item(s) for the customer. If customer would like to exchange, follow the instructions for an exchange.

UPS CONTACT INFO:

Call 1-800-PICK UPS (1-800-742-5877)

For DR related matters, call the toll-free international line: 1-800-782-7892

Hi (NAME), Thank you for reaching out! We're so sorry to hear your package is missing and apologize for the inconvenience. Could you confirm the shipping address below is correct? (Insert Shipping Address from Shopify Here) As a preliminary step, we recommend reaching out to your local UPS as oftentimes, the local postal office can triage directly with your neighborhood drivers. Please let us know if you receive any updates within the next few days. If the results are inconclusive, let us know and we'll contact our UPS representative to file a claim. If your package is lost or stolen, we're happy to replace the merchandise for you. We look forward to hearing from you! Thank you from all of us at (BRAND). Best, (BRAND)

Can I hold the shipping of my order?

Resonance currently can not hold and/or modify shipping date for individual customers.

Hi (NAME), Thank you for reaching out! Unfortunately, we are unable to hold the shipment for you at this time. However, we are happy to change the address to ship to your location or a friendly neighbor or friend whom could hold the package for you? We apologize for this inconvenience! Thank you from all of us at (BRAND). Best, (BRAND) team

Can I expedite my order?

Resonance currently does not offer expedited shipping since everything is made to demand. The macro will remind customers that once shipped orders will take only approximately 2 business days to arrive.

Hi (NAME), Thank you for reaching out. Unfortunately, since all of our garments are made to order, we do not offer expedited shipping at this time. However, once your order has shipped it should arrive within 2-3 business days. Our current made to order time is . We apologize for any inconvenience this may cause and please let us know if you have any additional questions or concerns. Thank you from all of us at (BRAND). Best, (BRAND) team

Change to Orders

I received the wrong Product!

A customer reaches out saying they received the incorrect product and wants to be shipped the correct product

Reach out to the customer and confirm the investigation

Alert Managed Services of the issue with the order #

Managed Services will investigate and find the root cause

AFTER investigation from Managed Services, and confirmation the issue has been solved, re-send the customer the proper product

Follow steps for Send a Complimentary Gifted ONE to a Customer or Make an Exchange with Exchange It under How To’s and Best Practices.

Hi (NAME)

We are so sorry to hear your item you received is incorrect!

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

We will be sending you a replacement garment right away of XX Style! We make all our garments to-order, and typically ship between 10 and 14 business days.

If you have any questions or concerns, please let us know. Looking forward to shipping a new item to you as soon as possible.

Thank you from all of us at [insert brand].

Best,

(BRAND)

Can I change my billing address?

A customer wants to change their shipping address before they receive their order.

Shopify platform does not allow user to update billing address Respond to customer with the template.

Hi (NAME), Thank you for reaching out! Unfortunately, our online shopping platform does not enable us to adjust the billing address after purchase. However, this should not interfere with your order being complete and delivered to you. We apologize for any inconvenience and please don't hesitate to reach out with any further questions or concerns. Thank you from all of us at (BRAND). Best, (BRAND)

My order confirmation does not look right!

There can be a few different reasons for this, for example:

My order confirmation is showing the wrong product!

I thought I only paid $215 but the confirmation shows $275, did you charge me extra?!

I didn't get an order confirmation.

How to resolve each:

My order confirmation is showing the wrong product!

First: Is this what the customer ordered?

Navigate to Shopify → Orders

Search customer order number in search bar

Click into order to confirm this is what the customer ordered

If not, reach out to Managed Services

I thought I only paid $215 but the confirmation shows $275, did you charge me extra?!

First, did the customer use a discount code?

Navigate to Shopify → Orders

Search customer order number in search bar

Click into order to confirm if the customer used a discount code

If so, it's likely the customer is confused by our order confirmations. Our order confirmations do not send the discounted amount and instead show the full value. Use ORDER CONFIRMATION CONFUSION template.

I didn't get an order confirmation.

First, can you find the customer order with their email?

Navigate to Shopify → Customers

Search customer email or try searching customer name in search bar

If not, ask the customer to supply her first and last name and email associated with the order. It's possible the customer mis-spelt something and the more info we can find, the easier it is to find their order. If the customer did mis-spell their email, they didn't receive an order confirmation. Correct the customer’s email in the customer profile in Shopify and hit "send confirmation" again.

ORDER CONFIRMATION CONFUSION:

Hi (NAME),

Thank you for reaching out!

(If this is the relevant issue)

Our order confirmations do not include the discounted amount. We can confirm you were only charged $x amount rather than the full price shown on the order confirmation.

If you have any further questions or concerns, please don't hesitate to reach out!

Thank you from all of us at (BRAND).

Best,

(BRAND) team

Refund

Discount

⁠

Macros (from Zendesk)

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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