This document will outline some of the most common scenarios you’ll encounter when handling

customer support inquiries. While the templates provided should be utilized as much as
possible, sometimes you may need to craft your own responses or modify parts of the template
to meet the specifics of the question.

Tracking Inquiries
This is the single most common request you’re going to have to address on a daily basis. As
you begin to take on more and more of such requests, you’ll notice that they will tend to come in
several different flavors. The most common will be as follows:

Scenario #1: Customer’s Order NOT Processed

Thanks for the message. Happy to help!

Taking a look at your order, it appears that it is currently in-transit, and should arrive at your
address shortly. You can keep an eye out for your order by filling out your order information on
our tracking app: [link to app].

On average, our orders take [processing times] days to arrive at their final destination.

Hope this helps! Please let me know if you have any other questions or concerns.

Kind Regards,
[Agent Name]
[Company Name] Customer Support Representative

Scenario #2: Customer’s Order Processed

Thanks for the message. Happy to help!

Taking a look at your order, it appears that it is currently in-transit, and should arrive at your
address shortly. You can keep an eye out for your order by filling out your order information on
our tracking app: [link to app].

On average, our orders take [processing times] days to arrive at their final destination. For more
specific details on our shipping and processing times, please do take a look at our policy page:
[link]
Hope this helps! Please let me know if you have any other questions or concerns.

Kind Regards,
[Agent Name]
[Company Name] Customer Support Representative

Scenario #3: Customer’s Order Processed & Customer Is

Thanks for the message. Happy to help!

I’m sorry to hear that you have not yet received your package. Although we do our best to
ensure that every order is processed and shipped in a timely fashion, sometimes unexpected
delays can occur. Taking a look at your order, it appears that the order is currently [status].

That being said, we take full responsibility for the delivery of our packages, and in the event that
a package is lost in transit, we will offer you a free-reship or a full refund.

I apologize for any inconvenience you may have experienced, and thank you for your patience
in this matter as we sort things out.

Hope this helps ! Please let me know if you have any other questions or concerns.

Kind Regards,
[Agent Name]
[Company Name] Customer Support Representative
Return & Refund Requests
In accordance with our return and refund policies, the customer should be able to obtain either a
free reship or a full refund.

In general, it’s preferred to check with a customer and offer them a free-reship -- however, if a
customer specifically requests a refund on first contact, do not try and push a free re-ship on
them -- simply provide them with their refund.

Scenario #1: Customer’s Order Delivered & Customer Is

[Customer Name],

Thanks for the message. Happy to help!

I’m sorry to hear that you weren’t thrilled with your [product].

Although we do our best to ensure that each of our customers have a fantastic experience with
[company name], sometimes we do fall short. That being said, we do stand by our [refund
policy] and would like to make things right.

As such, I have gone ahead and processed a full refund for your order. You should receive an
email confirmation shortly, and can expect the charge to be credited back to your credit card
within 1-3 business days (depending on your financial institution).

Please do feel free to keep your [product].

Hope this helps! Please let me know if you have any other questions or concerns.

Kind Regards,
[Agent Name]
[Company Name] Customer Support Representative
Scenario #2: Customer’s Order Processed & Customer Is
Angry

[Customer Name],

Thanks for the message. Happy to help!

I’m sorry to hear that you weren’t thrilled with your [product].

Although we do our best to ensure that each of our customers have a fantastic experience with
[company name], sometimes we do fall short. That being said, we do stand by our [refund
policy] and would like to make things right.

As such, I have gone ahead and processed a full refund for your order. You should receive an
email confirmation shortly, and can expect the charge to be credited back to your credit card
within 1-3 business days (depending on your financial institution).

Please do feel free to keep your [product].

Hope this helps! Please let me know if you have any other questions or concerns.

Kind Regards,
[Agent Name]
[Company Name] Customer Support Representative

Modify/Cancel Order
It’s not uncommon for a customer to inquire about modifying the details of an order, or
cancelling the order entirely. Modifications of an order will usually come down to either changing
the order itself (quantity of items purchased, change variant, add/remove item(s)) OR modifying
some of the shipping details.

Regardless of which, typically cancellations or modifications are not possible once an order has
been processed -- however, if possible, always perform the requested changes as soon as
possible.
Scenario 1: Modify Order, Not Processed Yet
[Customer Name],

Thanks for the message. Happy to help!

I have gone ahead and [describe order modification performed].

Hope this helps! Please let me know if you have any other questions or concerns.

Kind Regards,
[Agent Name]
[Company Name] Customer Support Representative
Scenario 2: Modify Order, Already Shipped
[Customer Name],

Thanks for the message. Happy to help!

Taking a look at your order, it appears that it has already been processed by our fulfillment team
and is currently in transit.

Unfortunately, once an order has been processed, we cannot make any changes to the
[address | details | x]. I apologize for the inconvenience.

Please let me know if you have any other questions or concerns!

Kind Regards,
[Agent Name]
[Company Name] Customer Support Representative

Scenario 3: Cancel Order, Not Processed Yet

Thanks for the message. Happy to help!

I have gone ahead and canceled your order and refunded your payment. You should receive an
email confirmation of your order status shortly, and can expect the charge to be credited to your
credit card within 1-3 business days (depending on your financial institution).

Please let me know if you have any other questions or concerns!

Kind Regards,
[Agent Name]
[Company Name] Customer Support Representative
Scenario 4: Cancel Order, Already Shipped
[Customer Name],

Thanks for the message. Happy to help!

Taking a look at your order, it appears that it was processed on [date] and is currently in transit.
Unfortunately, we are unable to cancel your order once processed.

That being said, if you find that you don’t absolutely love your [product], we offer a [return policy]
that you may initiate once your order is delivered. For more information on doing so, please take
a look at our refunds & returns policy: [link].

Hope this helps -- please let me know if you have any other questions or concerns!

Kind Regards,
[Agent Name]
[Company Name] Customer Support Representative

[BONUS] Coronavirus-related Inquiries

Typically, you’ll come across two common scenarios:

1. It’s been over [x] days since I placed my order! It’s stuck in
transit! Where is it?
[Customer Name],

Thanks for the message. Happy to help!

Due to the global attempts at slowing the spread of coronavirus (which includes extremely
thorough screening of packages at airports, the shutting down of highways/airlines, as well as
preventing employees from returning to work) shipping lines around the world have been
significantly slowed down.

We sincerely apologize for this inconvenience, and will do everything we can on our end to
ensure that you receive your order. (Please note that we do in fact take full responsibility for the
receipt of all our packages; if you don’t get your package for whatever reason, we offer free re-
ships or refunds at no additional cost to you).

Taking a look at your order, it appears that your package has been [describe status of order;
packaged, shipped out of the country, arrived at customs, etc].

After speaking with our supplier and logistics managers, they have confirmed that orders are in
fact making it out to customers -- albeit with some potential delays.

We kindly ask that you give the shipping lines a little more time to process your order.

Once again, we apologize for the inconvenience this may have caused you.

We thank you for your patience as we work with our various shipping lines in the coming days,
and will update you with any developments regarding your order.

If you have any other questions or concerns, please don’t hesitate to ask!

Kind Regards,
[Agent Name]
[Company Name] Customer Support

2. I noticed the package is coming from China. I don’t want to risk

Thanks for the message. Happy to help!

I completely understand your concern in regards to the global COVID-19 epidemic, and have
heard similar concerns from some of our other customers.

According to the WHO, there is no evidence that the virus can be spread through the handling
of mail or packages, as the virus cannot survive the harsh and varying conditions encountered
during shipment. For more information from the WHO in regards to how the virus spreads and
whether or not you are at risk, please check the WHO FAQ article here:
https://www.who.int/news-room/q-a-detail/q-a-coronaviruses

Many of the customers that reach out to us with concerns about the coronavirus end up
accepting their shipments, and have had no complaints or indications since.
That being said, if you still feel uncomfortable receiving the package, we completely understand,
and can offer a full refund for your order.

If you have any questions or concerns, please don’t hesitate to ask!

Kind Regards,
[Agent Name]
[Company Name] Customer Support