Customer Support Protocols:

Freshdesk:
Ticket Statuses:
• Open: When a customer replied, and the ticket requires an agent’s attention
• Pending: Waiting for management’s answer
• Waiting on Customer: When a reply is sent and we are waiting for the customer’s answer in
order to continue with the resolution
• Waiting on Third Party: When we are waiting for a supplier answer or approval on how to
solve an issue. A reply must be sent to the customer telling him that we are dealing with the
situation. It is the agent’s responsibility to check for an answer and keep updating the
customer on the status and response time frame
Time frames for next response:
- Order cancelation: 24 hours
- Reshipment: 72 hours
- Management question: 24 hours
- Invalid tracking: 24 hours

• Follow Up: When a follow up email is sent to a customer after he did not answer “waiting on
customer” email, and we cannot continue without the answer.
• Resolved: Marked once a ticket is resolved. A message must be sent to the customer saying
that we are closing the ticket, and he may reply in order to re-open it.
• Closed: Is marked automatically after a ticket is resolved for 1 hour. Never mark yourself

Ticket Types:
• Ticket types are in order to monitor types of complaints on the store. Each ticket should be
tagged according to the complaint in the first ticket. If a type is missing, please message the
store manager and it will be added.
Ticket Tags:
• Each ticket should be tagged with the item name (exactly as shown on the website). This is
in order to later analyze complaints according to item. Only the items being complained
about should be tagged.
Group & Agent:

• This will always be automatically assigned to the agent answering the ticket and should not
be manually changed.
 Resolution Procedure by ticket type:
Refunds, returns, order drafts and Store credits are given only with Barak or Yuval’s approval

When answering a ticket the opening should always be with a greeting. Make sure to use different
greetings if there is a sequence of messages on a ticket in order to not sound robotic.

1) Shipping Times
a. These are shown on each product page and on our FAQ
2) Shipment origin
a. Our shipment Originate in China. It must be stated that this is order to ensure high
quality production at affordable prices.
3) Size Chart
a. Each product has a size chart showing at the bottom of the description. Refer the
customers to there.
4) Collab Request
a. Refer our customers to the Ambassador Application on the website footer
5) Wholesale Request
a. Refer our customers to the Wholesale Application on the website footer
6) Tracking info request
a. You must check ticket history to verify that the item is moving and not give the same
answer as in the past. If the item is stuck jump to Invalid.
b. Before the customer is answered the tracking validity must be checked.
i. Valid - Each website has a “track my order” page on the footer. The
customer should be referred to there in order to see their order details.
ii. Invalid – This is if there is no tracking info or the order has not moved in
over 1 week or shipping is already over 3 weeks. The customer should be
emailed that we are checking it and will get back to them. The supplier must
be contacted in order to check the tracking number is not lost. If it will not
move a resend of the item must be coordinated with the supplier and the
customer needs to be updated.
iii. Invalid Situations:
1. Tracking number is not updated in more than 7 days
2. Shipping time is already longer than 21 days
3. “Shipping information Received” and no info later
4. No tracking info
5. No tracking number
6. Order returned to sender
 Actions:
1. Tell the customer we will get back to them within 24 hours.
2. Contact the supplier and see if the issue is non shipment or
delay in tracking.
a. Nonshipment – supplier must resend. Update customer
we will resend the item to them ASAP and update them
with the new tracking number. Next update will be
within 72 hours.
b. Shipping Delay – Supplier needs to contact the shipping
company and check if the item is lost or delays.
i. Lost- must reship – update customer on reship
and that next update will be within 72 hours.
ii. Delayed – update us with a timeframe for
delivery. Tell customer the shipment was
delayed. We will update on shipping
expectations within 24 hours.
c. If the item is being resent to the supplier – this is
probably due to an issue with the address. Verify the
address with the customer in order to be able to resend.
1. Update supplier about the resend. He
may ask for us to pay the shipping fee.
That is approved.

Customer problems:
1. Customer says it is our problem - and insists on a refund, offer store
credit for a sum of 10$ in addition to the resend, or store credit for
the price of the item.
a. If customer prefers store credit – Log refund request with
the supplier.
2. If customer still insists on a refund – tell him that our policy is to
approve full refunds if the item has not arrived within 8 weeks.
a. If the item has not arrived within 8 weeks – refund
approved.
7) Tracking number shows delivered but the customer claims it was not received:
a. In many cases the item will arrive 3 days after this notification.
b. Ask the customer to wait a couple more days patiently and offer them to contact the
local post office in order to check if the item is being held there.
c. If the item does not arrive after 3 day, tell the customer that we will contact our
shipping courier.
d. Contact the supplier when answering the ticket. Possible answers are:
1. Need customers phone number – that is why the delivery had an
issue. In this case contact customer for phone number and update
the supplier. Update the customer this was the issue and that the
item will be delivered over the next few days.
2. The item was actually delivered successfully:
 a. Verify the address with the customer in order to make sure
the address we shipped to is correct.
i. If the address is wrong offer a deal like that of the
“size change deal”.
ii. If the address is correct ask the customer to contact
the local post office and their neighbors, as
according to our courier the item has been shipped
successfully.
1. If the item was still not found – offer them a
deal like that of the “size change deal”.
e. A free resend will not be offered if the tracking number shows delivered to the
correct address.

8) If only a partial order is received:

a. Check if the order was separated into more than one package or if an item is missing
from a package.
i. If the missing item is in a different package and has not yet arrived – update
the customer that we ship some of our items from different warehouses and
for that reason we split some of our orders into a few packages. Update the
customer with the relevant package tracking number
ii. If the customer received the correct package, and an item is missing from
the package that arrived. Apologize sincerely, offer a 15% discount for future
orders and tell her we will ship out the package ASAP. Inquire if she is happy
with the items that she did receive.
9) Customer is unhappy with sizing:
a. Check if it is too big or too small
b. Offer the customer the new size resend deal. The price offered to the customer
changes according to the supplier:
i. Direct – customer payment = Item cost + $0.5
ii. AliExpress – customer payment = Item cost + shipping + $1.5
c. If the customer accepts send them a discount for the specific item for the correct
price. Make sure they check the size chart carefully.
d. If customer does not accept that and insists on a returning, ask them to return it to
the following address:
Name: *store name*
Address: 2732 Peachwood CT, San Jose, California 95132-2127.
e. Mark the item as returned to due to size to small/large in return sheet.
f. If the customer accepts the deal Mark the item as returned to due to size to
small/large in return sheet.
 g. wait for a tracking number from the CX. Once the tracking number shows
delivered we will refund – it is the agents responsibility to remind the manager.
h. Mark on the file refunded.
i. Add tag to the ticket on Freshdesk accepted size deal, denied size deal.

10) Low Quality/Item different than expected:

a. Check if the item Is defective or is actually low quality in the customer’s opinion
b. If the Item is defective, please skip to defective section.
c. If the item is low quality offer the customer to have a different item of their choice
shipped out.
d. ask for the reason so we can learn from the feedback, add the customer description
in the file.
e. If customer does not accept that and insists on a returning, ask them to return it to
the following address:
Name: *store name*
Address: 2732 Peachwood CT, San Jose, California 95132-2127.
f. Mark the item as returned to due low quality in return sheet.
g. wait for a tracking number from the CX. Once the tracking number shows delivered
we will refund – it is the agents responsibility to remind the manager.
h. Refunds, returns, order drafts and Store credits are given only with Barak or Yuval’s
approval
i. Mark on the file refunded.

11) Defective item (torn, dirty, missing a piece from the set) / Wrong item received
a. Open a request for a resend from the supplier
b. Message the customer that we are sending out a new item ASAP, and that we will
follow up in 72 hours with more info
c. If it takes more than that keep cx informed about the delay
d. Update the customer once the item is shipped
e. If the customer demands a refund, tell him that in order to issue a full refund he will
have to return the item to return it to the following address:
Name: *store name*
Address: 2732 Peachwood CT, San Jose, California 95132-2127.
f. Mark the item as returned to due to defective in return sheet.
g. wait for a tracking number from the CX. Once the tracking number shows delivered
we will refund – it is the agents responsibility to remind the manager.
 h. Refunds, returns, order drafts and Store credits are given only with Barak or Yuval’s
approval
i. Mark on the file refunded.

Follow up protocol:
1. If the customer does not reply to “waiting on customer” status ticket for 24
hours – send follow up template
2. If customer does not answer a follow up for 48 hours – send “ticket
resolution because of no answer”.
File list per store:
Defective file per supplier
Refund and return tracking file

Company Roles:
Customer support manager
1. In charge of communication with the supplier regarding defective file. Making sure
it is always up to date
2. Answers customer support agent questions
3. Communicates with Barak and Yuval regarding store issues
Logistics Manager:
1. In charge of having orders shipped
2. Takes care of unfulfilled orders, cancelation requests from the supplier, changing
items on an order, changing size.
3. Will sometimes contact CS in order to request more info for an order

Templates:
Order Update Template within shipping policy range: *make sure shipping is not already longer
than 4 weeks*:

Thank you for contacting our customer support!

The tracking number for your package is *Tracking Number*

I recommend you use *website tracking link* in order to track the exact location of your package.

Our shipping normally takes between 2-4 weeks so your package should arrive soon.

Feel free to contact us if any further questions arise!

Multiple Item Order Update within shipping policy range: *make sure shipping is not already
longer than 4 weeks*:

Thank you for contacting our customer support!

Our products get sent out of different warehouses and so each item is in a different package and has
a different tracking number.

The tracking number for *Item Name* Is *Tracking Number *

The tracking number for *Item Name* Is *Tracking Number*

The tracking number for *Item Name* Is *Tracking Number *

I recommend you use *website tracking link* in order to track the exact location of your package.

Our shipping normally takes between 2-4 weeks so your package should arrive soon.

Feel free to contact us with any further questions!

Order Update Template when shipping is taking longer than 4 weeks:

Thank you for contacting our customer support!

The tracking number for your package is *Tracking Number*

I recommend you use *website tracking link* in order to track the exact location of your package.

After checking up on your order status, I see that shipping is taking slightly longer than normal. I will
be personally checking up on this with our courier in order to make sure the item is not lost in
transit.

I will update you soon!

Size Change Deal Template: (as calculation is explained)

I hope to find you in the very best of health today!

I am so sorry to hear that! would you mind telling me if the item is too small or too large?

It can be incredibly frustrating to receive an item that does not fit perfectly, and so I would like to
offer you a special deal. Instead of returning the item to us and waiting for an exchange to arrive I
would like to offer you to get the item you bought, in a new size for the cost price of *deal price*
with no additional shipping costs.

Would you be interested?

Again, I am very sorry for the inconvenience caused by this!

Discount Code Template:

I’m very happy to hear you like our solution!

So, the purchase will be only $*New Price* from end to end.

Your discount code is: *Discount Code*

You can enter our website using this link:

*Discount URL*

The whole purchase process is handled like a normal order so you do not need to worry about
anything further.

Please feel free to contact us with any further questions!

Return Template:

In order to initiate our return process, you will have to ship the item back to us at the following
address:

2732 Peachwood CT, San Jose, California 95132-2127.

Once shipped please update us with the tracking number and receipt indicating the address you
shipped the item to.

Once we receive the item, we will issue a full refund to you.

Please note that we do not refund for the shipping expenses.

Please keep me updated, and sorry for the inconvenience!

Unsatisfied Customer Template:

I hope to find you in the very best of health today.

I am so sorry to hear that you are unhappy with our product!

would you mind telling me the reason you are not satisfies so that I can start trying to solve it for you

Tracking number not working:

Thank you for contacting our customer support!

It does seem that there was no update to your tracking number over the last few days. This
sometimes happens. I will contact our shipping courier in order to check up on it’s status and make
sure that everything is okay.

We will be in touch!

Item Delivered Email Sent But the item has not actually arrived:

I hope to find you in the very best of health today!

I can see that according to our tracking system the item has been marked as delivered as you can see
here:

*website tracking link*

Our orders are delivered via the US Postal Service. Sometime the packages are pre-maturely
scanned and so the delivery notification are sent out prematurely. In most cases the item will arrive
within 2-3 days.

You can also contact your local post office, as normally that is the location it is scanned in and they
will be able to provide the exact details and delivery time.

I’ll be waiting to hear back from you when the item is successfully delivered.

Order is not yet fulfilled within processing time:

I am very happy you have contacted us with this question!

Our order processing time takes between 1-4 business days, and so your order has not yet been sent
out.

You will be notified the day it is shipped out with your tracking info so that you will be able to keep
track of it at your convenience.

Order is not yet fulfilled and processing time is passed:

I’m very glad you contacted us with this issue and have brought it to my attention. I am checking on
your order now and will make sure it will be shipped out ASAP.

As compensation for the delay, I would like to offer you this 10% discount coupon for the next time
you choose to shop with us:

Coupon Code: *coupon code*

Template when order cannot be found:

Thank you for contacting us!

I would like to help you solve the issue, but I cannot find your order based on your email address or
the name you sent the email from.

Would you please send me one of the following details so that I can find your order:

• Your order number (shown in the confirmation email you received)

• The full name the order was made with
• The email address the order was made with
• The transaction ID from your PayPal receipt

Once I receive your reply, we can continue solving the issue you brought up

Thanks for the cooperation!

Defective Item:

Thanks so much for contacting us with this problem!

I want to personally apologize for this inconvenience.

In order to have the issue resolved and send you a new non defective product, I would like to ask
you to send me photos of the whole product and close ups of the defective part explaining what is
wrong.

Once I receive your photos, I will be able to continue taking care of your issue!

Rest assured, I am here to help you solve the issue

Damaged Item Follow Up:

I appreciate your cooperation!

The photos will now be reviewed by our quality assurance team and once the defect is verified, we
will be able to go ahead and ship out a new non defective product to you!

I will of course keep you updated on how the process is coming along.

If you have additional questions or concerns, feel free to reply to this email.

Item Exchange offer:

I understand how frustrating it must be to receive an item that is not on par with what you would
have expected.

I would like to offer you to have a different item sent out to you of your choosing as you are
unhappy with what you received.

What do you think of this?

Follow up after receiving no answer from the customer:

Our conversation got cut off and I would like to help you solve the problem that was brought up.

I want to make sure that you received my previous email and the everything was clear so that we
may continue finding a suitable solution.

I will be waiting for your response,

Ticket Resolution because of no answer:

I'm reaching out about your case with us regarding *Ticket Subject*. It's been a couple of days since
we've heard from you, and we have not been able to follow up on your issue.

I wanted to reach out and let you know we are going to close this ticket.

Please feel welcome to reopen this ticket by replying to this email if you need any further assistance
or if the issue was not resolved!

Thanks again for shopping with us!

Review request due to high satisfaction rating:

Thank you so much for your feedback positive feedback, you put a big smile on our faces! Our team
is hard at work trying to continuously improve our product and it’s always rewarding to hear kind
words. We love that you love us :)

We would greatly appreciate you spending another 30 seconds in order to give us feedback for our
service on Trust Pilot

Please click on this link and give us your feedback for our service:
https://www.trustpilot.com/review/intimatediamond.com

Your feedback is greatly appreciated, and thank you once again!