CONTENTS

Holding Statement
Customer reaching out for the first time
Customer reaching out again / Customer reaching out on weekends
Return & Exchange (Damaged / defective / wrong product received)
Customer is saying that the product is smaller or larger in size
Customer is saying that the product is damaged / defective / different from what they ordered
Customer is saying that the product is damaged / defective after a few days/months
Customer is saying that they received the package but nothing is inside / missing item
When customer sends the photo of the damaged / defective / wrong product
Customer says Thank You
Customer
wrong says Thank
products You for
to our office the and
soon resolution provided
we promise to give them refund of shipping fees in teh form
a gift card.
Return & Exchange
(Eg : The product arrived but one of the items came wrong. The septum ring I asked in silver and
came
When in
thegold. I wanna
customer change
wants I dontbut
to return usehas
anything gold, so any
not mentioned we can do?)
reason
(Eg how I can send back stuff I orderd?)
Refund Request
Customer wants to return and get a refund
Status Inquiry
When customer has not received the confirmation email
Within 3 days of placing the order + Order not shipped
After 3 days of placing the order + Order not shipped
After 3 days of placing the order + Order shipped
Delivery & Shipping Inquiry(Before
Customer asks order
when will the product reach is placed)
them
(Customer eitherwhen
Customer asks doeswill
notthe
mention the
product country
reach themor in
mentions a country that is not there in the websit
United Kingdom
(Country mentioned in website - refer to it for the number of days)
Delivery & Shipping Inquiry(After order is placed)
Product has reached the destination country and/or Expected Delivery date is given
Product has
Product has not
not reached
reached the
the destination
destination country
country +
+ the
the product
product was
was shipped
shipped more
less than
than14
14days
daysbefo
before
Product is stuck somewhere in transit / Tracking link is not updated for a long time
Shipping Issues
Delivery
First timeAttempt(s) Failure Failure and customer wants the parcel to be delivered to a different
Delivery Attempt
address
Tracking link showing delivered but customer is reaching out first time saying that they have not
received
Tracking the
link product
showing(In US)
delivered but customer is reaching out first time saying that they have not
received the product (Not in US)
Tracking link showing delivered but customer reaching out again saying that they have not received
the product / local post is not able to help
Tracking link
Tracking link showing
showing delivered
Undeliverable / returningreaching
and customer to sender
out second time saying they have received
the product
Order Cancellation & Amendment1. When product is not shipped out2. Custome
Shipping / Billing Address Change
 Name Change
Size / Color Change
Product change (Choose different product)
Cancel the order
Order Cancellation & Amendment1. When product is not shipped out2. Custome
Shipping / Billing Address Change
Name Change
Size / Color Change
Product change (Choose different product)
Cancel the order
Order Cancellation & AmendmentWhen product is shipped out
Shipping / Billing Address Change
Name Change
Size / Color Change
Product change (Choose different product)
Cancel the order
Product Inquiry
Customer asking about a particular product or about a particular segment of product
(Eg : Someone
Random wants
/ Generic to know
product if we make silver jewelry or not)
inquiry
(Eg : Want to inquire if you use nickel in any of your jewelry)
Website Issues(October - November, 2019)
Customer says website not working / not able to access website
Customer says that they are in Italy
Collaborations
Customer who wants to be social media influencer
Wholesaler contacting in facebook
Wholesaler contacting through email / wholesaler providing email in facebook
Discount Related
Customer says
Customer sharing their
they arepictures
not ablewearing
to applyour product
discount / product
code / they pictures
could not apply discount code and if
we can apply it from our end
Customer wants to know if they can get a discount / promo code
Customer says they cannot find the email containing the code / have not received the code
Payment Inquiry
Customer says that their card is getting declined
Customer wants to know the modes of payment
Customer asking if cash / cheque / other modes of payment are possible or not
Customer asks if they have to pay with credit card or can they pay through PayPal
Customer is unable to pay through PayPal
Any other payment related issue
Payment is pending / stuck with PayPal
Customer is
Customer says that that
saying PayPal
the cleared
amount their payment
is deducted but their
from the order is showing
card but pending
the order in Gorgias
is showing pending in
Gorgias
 Customer says that PayPal blocked their order for safety / security reasons and have to wait
Issues in getting Free Shipping
Order is not placed
Order is placed
When customer says everything is fine / problem is fixed / issue is solved
Customer says they cannot find a particular email or not received an email
Customer says thats the delivery should be done before a particular date / asks
Customer wants to know where are we located
Issues in getting Free Shipping
ends
uct received)

erent from what they ordered

r a few days/months
s inside / missing item
rong product

refund of shipping fees in teh form of

septum ring I asked in silver and

an do?)
eason

ountry
dom that is not there in the website)
s)

elivery date is given

was shipped more
was shipped less than
than14
14days
daysbefore

ted for a long time

el to be delivered to a different
st time saying that they have not
st time saying that they have not
n saying that they have not received

ond time saying they have received

ot shipped out2. Customer reached out within 1 hour of placing the order
ot shipped out2. Customer reached out after 1 hour of placing the order

ped out

r segment of product

ail in facebook

ctures
ould not apply discount code and if

e
have not received the code

possible or not
ay through PayPal

is showing
but pending
the order in Gorgias
is showing pending in
rity reasons and have to wait

ed / issue is solved
ot received an email
e a particular date / asks if the delivery can be promised before a particular date
 (Damaged / defective / wrong product receiv
Holding Statement
reaching out
Return & Exchange reaching out
for the first
again /
Customer
saying that
reaching
the product outis
damaged
smaller or /
Return & Exchange Customer says Thank You

the product
defective / is
damaged
they received/
defective
the package
photo of theis
but nothing
damaged /
Customer
says Thank
You for the
resolution
provided
wrong
When
products to
customer
wants to
return but has
received the
right item(s)
(In case of
color and
product type)
(Eg : The
product
arrived but
one of the
items came
wrong. The
septum ring I
asked in
silver and
came in gold.
I wanna
change I dont
use anything
gold,
not so we
can do?)
mentioned
any reason
Refund Request

Customer
wants to
return and
get a refund
 Refund Request
Customer
wants to
return and
InquiryInquiry get a refund
Status Inquiry
is placed)

not received
the
of placing the
order + Order
of placing the
& Shipping
placed)

order + Order
of placing the
(Customer
order + Order
either does
order isorder

United
& Shipping

not mention
Kingdom
country
(Country
destination
and/or
country + the
(After(Before

destination
Delivery

product
country + wasthe
in transitwas
product /
Delivery
Tracking link
Shipping Issues

Attempt(s)
customer
Delivery

Failure
reaching
wants theout
first time out
reaching
saying that
first time
again
sayingsaying
that
that they
showing
have not
Undeliverable
reaching
/ returningoutto
second time

Shipping /
hed out within 1 hour of placing the order

Billing
Address
Change
en product is not shipped out
r Cancellation & Amendment

Name
Change
Order Cancellation & Amendment Order Cancellation & Amendmen
1. When product is not shipped out 1. When product is not shipped ou
r reached out after 1 hour of placing the order 2. Customer reached out within 1 hour of plac

order

Billing

Name
change
Product

Change
Change
Change
Change

different

Address
product)
(Choose

Shipping /
Cancel the

Size / Color
Size / Color
 Order Cancellation

2. Customer reached out after

1. When product is Product
change
(Choose
different
product)
Cancellation & Amendment

Cancel the
2019) is shipped out

order

Change
(Customer
Change
Billing
(Customer
Address
Name
Change
Change
When product

Size / Color
change
Change
Related Product Inquiry

(Choose
Cancel
differentthe
segment
order of
(October - November,

product
Issues

inquiry
(Eg :
(Eg : Want to
Order

inquire
not working if you/
Payment InquiryDiscountCollaborations

Customer
not able to
Website

says that they

who wants to
are
be in Italy
social
Wholesaler
media
contacting in
through email
facebook
/pictures
wholesaler
providing
wearing
discount our code
product
/ they could/
know if they
not apply
the
can email
get a
containing
says that
the
theircode / is
wantscardto
getting
know the
/modes
cheque of/
other modes
of payment
with credit
card or to
unable canpay
through
 pending / stuck with PayPalPayment Inquiry Any other
payment
related issue

Customer
says that
PayPal
cleared their
payment but
the order is
showing
pending in
Gorgias
Customer is
saying that
the amount is
Shipping

deducted
from their
card but the
order is
showing
Free is

pending in
Payment

Gorgias
blocked their
order for
were
safety /
previously
Issues in getting

were
previously
When customer says
everything is fine / problem
Customer saysisthey
is fixed / issue cannot
solved
find a particular email or not
receivedshould
delivery an emailbe done
before a particular date /
asks if the delivery can be
promised before a particular
Customer wants to know
where are we located
Kindly allow us to get back to you regarding this matter within 24 hours. This is so that the team concerned can revi
Please allow us some time to communicate this to the relevant team and we'll reach back to you with an update reg
Meanwhile, feel free to get in touch with us if you need help with anything else.
them.
In the meantime, do let us know if you need help with anything else.
3. Kindly
Once allow uswe
inspected, to will
quickly communicate
let you know of thethis to our team
following stepsand we'll reach back to you with an update regarding this
to take.
After verification we will let you know of the next steps to take.
we can forward it to the team concerned for further verification.
that came with it? This is so that we can send it forward to the team concerned.
Escalate
It (Normal assisting
was a pleasure Holding Statement)
you. We are really excited for you to receive your package.
It was a pleasure assisting you. We hope to see you in our store very soon.
Do let us know if you need help with anything else and we'll be more than happy to help you out.
package.
Do let us know if you need help with anything else and we'll be more than happy to help you out.
We are thrilled to know that you loved our products and service. We hope to see you in our store again soon!
love them.
And as promised, once you ship back the current products via the cheapest trackable method and send over a pictu
refund the shipping cost in the form of a gift card.
Hi Mariana,
Thank you for reaching out to us!

We have just pulled up your order information and it seems that you had ordered 1 × Tara Teardrop Septum Ring -
11.2 mm.

We've attached a screenshot of your order information below:

We wanted to inform you that we accept returns and exchanges only in the event that you have received a defectiv
different and incorrect product which does not match the order you placed.

For the safety of yourself, our staff, and all of our customers, we do not entertain returns of any body modification je
sanitation reasons. You can read more about our policy here:

https://askandembla.net/pages/customer-care

However, allow us some time to communicate this to the relevant team and we'll reach back to you with an update r

In the meantime, please reach back to us if you need help with anything else.

Warmly,
Adam Knoll
sanitation reasons. You can read more about our policy here:

https://askandembla.net/pages/customer-care

Evaluate the return request and then escalate

Evaluate the return request and then escalate

Check the status of the order

Shipped
For more- information
Check tracking link and reply
on shipping, accordingly
you can check here:
Not shipped - Check date of order and
https://askandembla.net/pages/shipping reply accordingly
Escalate (Normal Holding Statement)
Here is a link that you may use to access your tracking information with:
For more information, you can check here:
https://askandembla.net/pages/shipping
For more information, you can check here:
Here is a link that you may use to access your tracking information with:
https://askandembla.net/pages/shipping
https://www.logistics.dhl/us-en/home/tracking/tracking-express.html?submit=1&tracking-id=1015914616
Here is a link that you may use to access your tracking information with:
Escalate (Normal Holding Statement)
Escalate (Normal Holding Statement)
We would like to inform you that once the parcel arrives in the destination country, your local post will take over res
And
And usually,
usually, the
the delivery
delivery man
man would
would attempt
attempt to
to deliver
deliver your
your package
package twice
twice before
before returning
returning itit to
to us.
us.
In such a situation, we would advise you to contact your local postal service immediately to inquire on the whereabo
Here is a link that you may use to access your tracking information with:
Here is a link that you may use to access your tracking information with:
Escalate
countries'(Normal Holding Statement)
postal offices.

However, we're going

Escalate (Normal to quickly
Holding check this with our team and will reach back to you with an update once we hear b
Statement)
Feel free to reach out to us, if you need help with anything else. :)

Escalate (Normal Holding Statement)

Escalate (Normal Holding Statement)

Hi Diego,
Thank you for reaching out to us!

We wanted to inform you that order amendments and cancellations are allowed only if made within 1 hour of the ord
can read more about our policy here:
https://askandembla.net/pages/customer-care

However, allow us to get back to you regarding this matter within 24 hours. This is so that the team concerned can
hand.

We appreciate your patience as we help you with your order.

Warmly,
Alexa Knoll
https://askandembla.net/pages/customer-care

However, allow us to get back to you regarding this matter within 24 hours. This is so that the team concerned can
hand.

We appreciate your patience as we help you with your order.

Warmly,
Alexa Knoll

Unfortunately
However, since weallhave already
orders shippedtoyour
are handed theirpackage out countries'
destination on October 15,posts,
local 2019. ifWould therethe
you have betime,
any way
mayforweyou to r
sugge
Unfortunately,
with the trackingwenumber
had already shippedfor
and request your order out.
a change We sincerely
of address regret
once your the inconvenience
package reaches UKcaused by them
/ request this issue.
to del
Unfortunately, we had already shipped your order out. We sincerely regret the inconvenience caused by this issue.
We appreciate your patience and hope you have a wonderful day ahead!
https://askandembla.net/pages/customer-care
We appreciate your patience and hope you have a wonderful day ahead!
https://askandembla.net/pages/customer-care
However, allow us to get back to you regarding this matter within 24 hours. This is so that the team concerned can
However, allow us to get back to you regarding this matter within 24 hours. This is so that the team concerned can
We appreciate your patience and hope you have a wonderful day ahead!
https://askandembla.net/pages/search-results/silver
Kindly let us know the products you have in mind so that we can help you along.
products are nickel free. Hence, could you kindly let us know the items that you have in mind? With this, we could a
We appreciate
similar productsyour patience as we as
help you with your query.
Could you pleasethat
let are nickel-free
us know well.
which country you are in so that we can help you along?
with regret that there is nothing we can do but to wait.
We appreciate your patience as we help you with your query.
If you want
Escalate to place an order or track an existing order, do let us know and we can help you along.
Could you(Normal
please Holding
let us knowStatement)
your email address so that we can help you along.
Please allow us some time to communicate this to the relevant team and someone from our collaborations team wil
Hope to hear from you soon.
In the meantime,
Escalate (Normal do let us Statement)
Holding know if you need help with anything else.
Escalate (Normal
containing Holding
the code Statement)
once you subscribe either on the pop-up form or the landing page here:
https://forms.omnisrc.com/signup/v1/5cb2f4728653ed5a50b0ee63_5ce17e4b8653ed76f6e71fc3.html
Could you please check your junk or spam folders? Perhaps the mail was lost in transit.
- missed several payments (credit card)
- not within our available payment methods (AMEX, Applepay, Mastercard, Paypal, Shopify pay, VISA)
You can use either one of these modes of payment.
Escalate (Normal
Meanwhile, we doHolding Statement)
accept payment via Amex, ApplePay, Mastercard, Paypal, Shopifypay and Visa!
account
Hope thisorhelps!
createWe
an appreciate
account byyour
scrolling to the
patience bottom.
and look forward to seeing you in our store soon!
scrolling to the bottom. After creating the account, you have to verify your Paypal account with your bank account. O
be able to make payment via your bank account without the need for a credit card. You could also make payment v
Escalate (Normal Holding Statement)

Escalate (Normal Holding Statement)

Let us know once you have an update regarding this. We'll be able to pack and ship out your parcel once the paym

Hope to hear from you soon. :)

We hope this helps, Amanda! Please feel free to reach out to us if you have any further queries and we'll definitely b
However,
We're gladallow us to get back
that everything to you
is fine. Feelregarding this matter
free to reach within
out to us, 24 need
if you hours.help
Thiswith
is so that theelse.
anything team:)concerned can
hand.
We're glad that everything is fine and that you will received your package soon.
Have a great weekend ahead!
Could you please check your spam/junk folder to confirm if the email with your gift card / confirmation email / invoic
Do let us know if you need help with anything else and we'll be happy to help you out.
quote a particular delivery date.
Let us know if you still don't find the email and we will continue to help you along.
have any jurisdiction
Nevertheless, pleaseover postal systems
be assured in international
that we will countriesyou
always be alongside andtothe responsibility
receive lies in the
your deserved countries' postal
parcel.
be able to guarantee a particular delivery date.
However, we hope
shipping policy here:to seek your understanding that while we do our very best to ensure our package is safely delive
have any jurisdiction over postal systems in international countries and the responsibility lies in the countries' postal
https://askandembla.net/pages/shipping