Email Templates

How to use
Useful links
Shipping Info
Customer Care Info

General Format:
Sign-off
Compensation Rules

E-mail Scenario Templates

1. Out of Stock
bac1a. Partial Out of Stock - First Time
Description
Subject
Message
1b. Partial Out of Stock - Second Time
Description
Subject
Message
1c. Completely Out of Stock
Description
Subject
Message
1d. Backorder
1e. Discount
2. Order Status Enquiry
2a. Delivery Status Enquiry
Description
Subject
Message
2b. Shipping Delays - Logistics partner
Description
Message
2c. Shipping Delays - Customs < 30 Days
Description
Message
2d. Shipping Delays - Customs > 30 Days
Description
Message
2e. Re-shipping orders - Orders sent back to us
Description
 Message 1 - First message received
Message 2 - After warehouse receives return order
Message 3 - After sending payment invoice for shipping
2f. Missed Deliveries
Description
Message
2g. Wrong Address Provided
Description
Message
2h. Status Delivered but Not Received
Description
Message
3. Preorder Items
3a. Preorder email for all preordered items
Description
Subject
Message
3b. Orders on hold - Waiting for stock arrival
Description
Subject
Message
4. Account Changes
4a. Address Change before shipping
Description
Message
4b. Address Change after shipping
Description
Message
5. Order Product Issues
5a. Organic Items - Product Material
Description
Subject
Message
5b. Others - Damaged product
Description
Subject
Message
5b. Damaged product - Follow up if damaged
5c. Wrong item sent - Exchange Request
Description
5d. Wrong item sent - Refund Request
5d. Wrong size sent - Refund or Re-send Request
5d. Wrong size ordered
 5d. Wrong colour ordered - Not shipped out yet
6. Wholesale Enquiries
6a. Wholesale Follow-up Email
7. Order Cancellation
7a. Cancelled within 24Hours
Description
7b. Cancelled after 24Hours
8. DHL Order Status Enquiry
Description
Message
9. Order Re-shipments
10. Collaborations
10a. Influencer / Blogger Acceptance
10b. Influencer / Blogger Rejection
10b. Influencer / Blogger Discount
Code
11. Product Enquiry
11a. Enquiry on out of stock items
12. Detected Fraudulent Orders
Order #6442 - Order On Hold: Confirmation Required

Comment Scenario Engagement Guidelines

1. New Order Enquiries
1a. Product Enquiries
1b. Delivery Duration Enquiries
1c. Product Enquiries
2. Happy Customers
2a. Service Praises
3. Unhappy Customers
4. General Positive Comments

How to use

To view document outline / shortcuts to different templates,

go to Tools > Document Outline or View > Document Outline

Useful links

Shipping Info
Shipping info and terms regarding taxes, customs and other duties can be found here:
https://askandembla.net/pages/shipping

Customer Care Info

Our refund and exchange policy can be found here:

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

General Format:
1. Greeting
2. Thanking for taking the time to send their email or share their concerns
3. Showing understanding of or acknowledging their situation
4. Providing reason, if available
5. Providing a solution
6. Apologising for inconvenience
7. Thanking again for patience
8. Offering additional help (Let me know if I can help you with anything else)
9. Sign-off
Sign-off

We have found that when women speak to male customer service officers, they’re nicer. And
the same also when men speak to women.

● When dealing with women, sign off as

○ Adam Knoll
○ Alex Knoll
● When dealing with men, sign off as
○ Bria (if you want)
○ Alexa

Compensation Rules

We have soft rules regarding how we compensate customers. We compensate customers in the
following ways (in order):

1. Discount code
a. If you intend to offer a discount code, please let one of us know and we
will create the discount code for you
2. Gift cards
a. If you intend to offer a gift card, please let one of us know the amount and we
will create the gift card for you
3. Send replacements
4. Refunds
- Tell customer ‘Your refund will be processed within the next 2 working days’ to give us buffer
time to process it :)
E-mail Scenario Templates

1. Out of Stock

bac1a. Partial Out of Stock - First Time

Description
For orders that are partially out of stock, and it is the first time that they are receiving this e-mail.
Our practice is to give a gift card to the value of the out of stock item.

Subject

Order #7155 - We have an update for your order!

Message

Hey Céliane,

This is Adam from Ask & Embla. Thank you so much for your recent order with us on our store :)

We have an update on your latest order—there is 1 item that had gone out of stock at the time of purchase:
Gold Anchor Tunnels (Pair)

We apologize that we were unable to inform you at an earlier time and sincerely regret any inconvenience
caused. You will still receive the other products in your order when your package ships out.

In the meantime, we have created a gift card for you equivalent to the value of the unavailable product(s),
which you will receive in a separate email.

The value of your gift card is: US$23.90

This gift card is available for use anytime with no expiry. Feel free to use it with any other products on our site!

If you would like to receive an instant update when your items are back in stock, you may sign up for our
back-in-stock notifications via the link provided in their product listing.

If you have any further inquiries regarding your order, do let me know and I will be happy to assist :)

Thank you so much for shopping with us!

Warmly,
Adam Knoll

1b. Partial Out of Stock - Second Time

Description
For orders that are out of stock a second time

Subject

[SUBJECT: Order #7155 - We have an update for your order!]

Message
Hey [[Grace]],

It's [[Adam]] again from Ask & Embla, we hope this email finds you well! Thanks so much for
your recent order with us on our store! We really appreciate your continued support.

There [[ is 1 item ]] in your order that is currently out of stock:

[[Pastel Monster's Horseshoe (Mint)]]

We're so sorry for the inconvenience! We know that this isn’t the first time that this has occurred
and we understand any frustrations that you might have.

We will let you know when this item becomes available again. But in the meantime, the amount
for the unavailable products has been returned to you in a refund.

[[You will still be receiving the other products that you have ordered.]]

Thank you for shopping with us! We can't wait for you to enjoy the other products you ordered.

Have a great day ahead!

xx,
Adam
--------------------------------------------------------------------------------------------------------------------

1c. Completely Out of Stock

Description

**FOR ORDERS THAT ARE COMPLETELY OUT OF STOCK**

Subject

Order #7155 - We have an update for your order!

Message

Hey Grace,

It's [[Adam]] from Ask & Embla, we hope this email finds you well! Thanks so much for your
recent order with us on our store! We appreciate the support.

There is 1 item in your order that is currently out of stock:

Pastel Monster's Horseshoe (Mint)
We're so sorry for the inconvenience! If you would like to receive an instant update when your
items are back in stock, you may sign up for our back-in-stock notifications via the link provided
in their product listing.

In the meantime, the amount for the unavailable products has been returned to you in a refund.

Thank you and have a great day!

xx,
Adam Knoll

--------------------------------------------------------------------------------------------------------------------
1d. Backorder
Hey Erose,

This is Adam from Ask & Embla. Thank you so much for your recent order with us on our store :)

We have an update on your latest order—there is 1 item that had gone out of stock at the time of purchase:
Beleza Weave Brass Double Flare Tunnel

The item has been back ordered and will be sent out early next week. The rest of your items
have been shipped and the tracking number will be sent to you in a separate email.

If you have any further inquiries regarding your order, do let me know and I will be happy to assist :)

Thank you so much for shopping with us!

Warmly,
Adam Knoll

1e. Discount

To thank you for your patience and understanding, we would like to offer you a 20% discount
you can use the next time you decide to purchase from Ask & Embla! You may see the discount
information below:

THANKYOU20-KS

This discount code has no expiry and can be used anytime.

2. Order Status Enquiry

2a. Delivery Status Enquiry

Description

This is the most frequent email that we receive. The process for handling this is as follows:
1. Look up order number
2. Check tracking information from tracking link
a. If the order is stuck somewhere, flag this and email DHL to ask

Subject

Order ### - Order status enquiry

Message

Hey [[Jennifer]],

Thank you so much for your email!

My name is [[Adam]] from Ask & Embla and I'm happy to help you with your order.

I have just pulled up your order information and it seems that your order had been shipped on
[[27 November]] and is currently on its way to you for the final delivery. I have attached a
screenshot of your tracking information below:

[[INSERT SCREENSHOT HERE]]

Here is a link that you may use to access your tracking information with:
[[http://webtrack.dhlglobalmail.com/?trackingnumber=LW160303531DE]]

Your package should reach you very soon and we are so excited for you to receive your new
items! Do let us know when you have received them :)

We hope you have a great weekend ahead!

Happy Holidays!
[[Adam Knoll]]

Alternative

Hi Allison,

My name is Adam from Ask & Embla and I'm happy to help you with your order.

I have just pulled up your order information and it seems that your order had been shipped on 25th
January, and is currently in the air, on its way to your destination country for the final delivery. I have
attached a screenshot of your tracking information below:
Here is a link that you may use to access your tracking information with:
http://webtrack.dhlglobalmail.com/?trackingnumber=LW164033145DE

Your package should reach you very soon and we are excited for you to receive your new items!
Do let us know when you have received them :)

If you do not receive your package by the end of next week, please let us know and we'll lodge
a formal inquiry with our shipping partner, or find ways to make amends for you.

Have a wonderful day ahead!

Warmly
, Adam

2b. Shipping Delays - Logistics partner

Description

This is usually if there are some issues with the logistics partner like a strike. Happens quite
regularly which makes DHL a little unreliable at times.

Message

Hey [[Melissa]]!

Thank you so much for your e-mail! We sincerely apologise for the delays that you are
experiencing as well as the inconveniences caused. :(

We've contacted our counterparts at DHL to check on the status of your order and it seems
that they are [[going through some issues in Germany due to the pilots going on Strike earlier
in the month.]] They have informed us of the following:

[["Unfortunately, there is currently a massive backlog situation in IPZ due to the seasonal peak
and the situation worsen as a consequence of the Lufthansa airlines strikes which resulted in
undue delivery delays of your shipment. We sincerely apologize for any inconvenience caused
and will continue to work closely with our transit as well as destination points of entries to ease
the situation."]]

We are so sorry that your package has taken so long to reach you. The strikes in Germany for
Lufthansa Airlines is causing major problems for many people and companies. We will
monitor the situation. Do let us know if the package does not reach you by January 10th.

In the meantime, please accept this code that can be used for any future orders:
BIGTHANKS20
This code will grant you 20% off your next order.

Thank you so much for your patience and understanding. We really appreciate it!

Have a great day!

Cheers,
[[Adam]]

Message example for backlogged package:

Hey Matteo,
Thank you for your email!
My name is Alexa from Ask & Embla and I'll be happy to help you with your order.

I have just pulled up your order information and it seems that your package was last processed
on 31 January at Italy's customs. I have provided a screenshot of your tracking information
below for your reference:

We are so sorry for the inconvenience caused by the delay in delivery for your package—we
had recently been informed by our counterparts at DHL that there had been severe weather as
well as ground staff strikes that had occurred in Frankfurt and Frankfurt Airport respectively
which had resulted in a backlog of shipments in transit not being able to be processed as
regularly scheduled.

We have been in contact with the DHL team to follow up with the progress at the Frankfurt
Airport and they are currently working together with the ground handlers to resolve the backlog
of shipments that have been held at the airport. Once again, we sincerely apologise for the
unexpected delays and any inconvenience this might have caused you. ):
But rest assured that your order will be reaching you very soon! To thank you for your patience
and understanding, we would like to offer you a special discount you can use the next time
you decide to purchase from Ask & Embla! You may see the discount information below:

2c. Shipping Delays - Customs < 30 Days

Description
This template is for shipping delays for orders that are within the 30 day delivery period. Our
policy is that we would refund only if the order has passed the 30 day period. In this email, we
provide some assistance and means for customers to get better tracking of their order.

Message

Hi [[Sierra]],

Thank you for your email and for informing us of your delivery situation—I am glad to be able to
provide assistance.

Based on usual shipping durations, your order should have arrived within 7 to 14 days. I've just
checked on the order status and it seems to have stopped moving after arriving in the [[United
States.]] Delays like this one are commonly due to customs clearance and sorting, and regret
the inconvenience encountered.
In the meantime, because all orders are handed to their destination countries' local posts, if you
have the time, may we suggest calling your local post with the tracking number and request for
a retrieval / delivery update? We've had customers perform this before and it has worked for
them, in receiving their order.

Thank you so much for your patience so far, we really appreciate it and will do our best to push
the delivery forward.

Let me know if you have any results and we will update you if we get anymore information on
our end.

Yours,
[[Alex Knoll ]]

2d. Shipping Delays - Customs > 30 Days

Description

This template is for shipping delays for orders that are within the 30 day delivery period. Our
policy is that we would refund only if the order has passed the 30 day period. In this email, we
provide some assistance and means for customers to get better tracking of their order.

Message

Hi [[Sierra]],

Thank you for your email and for informing us of your delivery situation—I am glad to be able to
provide assistance.

Based on usual shipping durations, your order should have arrived within 7 to 14 days. I've just
checked on the order status and it seems to have stopped moving after arriving in the United
States. Delays like this one are commonly due to customs clearance and sorting, and regret the
inconvenience encountered.

In the meantime, because all orders are handed to their destination countries' local posts, if you
have the time, may we suggest calling your local post with the tracking number and request for
a retrieval / delivery update? We've had customers perform this before and it has worked for
them, in receiving their order.
Nonetheless, this has surpassed our stipulated shipping time of 4 weeks and we will most
certainly be issuing a refund for your long wait! You will receive an email from PayPal shortly
regarding the transaction.

Thank you so much for your patience so far, we really appreciate it and will do our best to push
the delivery forward.

Let me know if you have any results and we will update you if we get anymore information on
our end.

Yours,
[[Alex Knoll ]]

2e. Re-shipping orders - Orders sent back to us

Description
After checking status, and seeing that the orders are on their way back to us.
For orders that have been sent back to us due to:
1. Wrong address given
2. Missed deliveries

Message 1 - First message received

Hi [[Ernest]],

Thank you for your email, I am happy to provide some assistance on your order!

It seems that the delivery of this package to your home was missed and it returned to your post
office to await you collection. However, because it exceeded the maximum collection period, it
was arranged to be returned back to us.

There hasn't been word on any return packages but I'll let the warehouse know to look out for
your return order.

I'll get in touch with you again when the week begins and I can connect with our warehouse and
our logistics partner.
We can most definitely ship it again but I’d just like to let you know that re-shipping fees will be
chargeable.
We'll be in touch soon, [[Ernest]], enjoy the rest of your weekend!

Cheers,

[[Alexa Knoll]]

Message 2 - After warehouse receives return order

Hi [[Ernest]],

We hope this email finds you well.

Your order has been picked up by our shipping team and is back at our warehouse.

As mentioned, shipping is only free the first time, attempting a re-delivery will cost [[US$7]] for
international orders.

If you would like to re-ship your order, please provide the address you would like to have these
re-packed and sent to.

Thank you so much and have a good week ahead,

[[Alexa Knoll]]

Message 3 - After sending payment invoice for shipping

Hi [[Ernest]],

Thank you for your reply!

I've just sent you an invoice via PayPal for shipping top up.
Once fulfilled, we will arrange for your order to be packed and sent to the address above.

Thank you so much! Let me know if you need any assistance,

[[Alexa]]
2f. Missed Deliveries

Description
For customers whose orders are being sent back to us because they had missed their
deliveries.

Message
Hey [[Tanne]],

This is Adam from Ask & Embla, we hope this email reaches you nicely!

I have just pulled up your order status and it seems that your order was unable to be delivered
to you and is currently on its way back to us. We do regret any inconvenience this might have
caused you. I have attached a screenshot of the tracking update below for your reference:

**insert screenshot of order status**

Unsuccessful deliveries usually occur either because

1) the mailman attempted to deliver the package but no one was around to receive it
or 2) the shipping address provided is insufficient

In the event of number 2), could you kindly verify that the shipping information provided below is
correct?

**insert screenshot of shipping address**

Do let me know and I will continue to help you along!
Warmly,
[[Adam Knoll]]

2g. Wrong Address Provided

Description
Usually when a customer has put in the wrong delivery address, or an incomplete delivery
address.
Message

Hi [Stefan],

Thank you so much for providing us with your order number.

We have looked up your order tracking information and it seems that your package has been
marked as undeliverable, and is being sent back to us.

You can view your tracking information here: http://webtrack.dhlglobalmail.com/?

trackingnumber=RX604957717DE

Upon further investigation, it would seem that maybe you have provided an incomplete mailing
address to us. This is the address in our back-end:

[Sarah Lehmann
Irenenstr. (Berlin)
10317 Berlin
Germany]

It seems to be missing the block and/or unit number of your address.

I understand that this comes at an inconvenience to you, and normally, where the customer has
provided an undeliverable address, we would wait for the package to be returned to us before
we would send it back to the customer. This process could take months, so we would like to
offer you that if you make payment for re-shipping, we would ship a new package to you within
the next week. :)

Would you mind emailing us at [email protected] to continue this conversation? We

would need your corrected address with the full mailing details so that we can ensure a
successful delivery this time around.

Thank you so much for your patience, and for your trust in us.

Have a wonderful day ahead!

xx,
Alexa
2h. Status Delivered but Not Received

Description

This template is for customers to see that their package had been delivered, but they have not
received their order.

Message

Hi [[Sierra]],

Thank you for your email and for informing us of your delivery situation—I am glad to be able to
provide assistance.

I have just pulled up your order information and it seems that your order had indeed been
deemed as delivered on [[date]]. I’ve provided a screenshot of the delivery status that we can
see on our end, below:

[[insert screenshot]]

What we are able to do now is to put up an enquiry with our counterparts at DHL to retrieve any
further information on the whereabouts of your package.

In the meantime, because all orders are handed to their destination countries' local posts, if you
have the time, may we suggest calling your local post with the tracking number and request for
a retrieval / delivery update? We've had customers perform this before and it has worked for
them, in receiving their order.

Thank you so much for your patience so far, we really appreciate it and will do our best to push
the delivery forward.

Let me know if you have any results and we will update you if we get anymore information on
our end.

Yours,
[[Alex Knoll ]]
3. Preorder Items

3a. Preorder email for all preordered items

Description

**FOR ORDERS THAT ARE ON PREORDER**

Subject

[SUBJECT TITLE: Order #7155 - Thank you for your preorder!]

Message

Hey [[Sarah]],

This is [[Adam]] from Ask & Embla. Thank you so much for your recent order with us on our
store :)

We would like to inform you that your pre-order for the [[Qozar Shell Brass Inca Earrings]] has
been processed. The items would be arriving in the next [[7-14 days]]; thereafter your order will
be complete and ready to be shipped to you!

If you have any enquiries regarding your order, do let me know and I will be happy to assist you
further :)
Thank you so much for shopping with us!

Warmly,

[[Adam Knoll]]

3b. Orders on hold - Waiting for stock arrival

Description

**FOR ORDERS THAT ARE ON HOLD**

Subject
[SUBJECT TITLE: Order #7155 - We have an update for your order!]

Message

Hey [[Sarah]],

This is [[Adam]] from Ask & Embla. Thank you so much for your recent order with us on our
store :)

We have an update regarding your latest order—there was 1 item that had been backordered at
the time of purchase:
[[Cabochon Opal Septum Clicker]]

The good news is that the items would be back in stock in the next [[7 days]] and we will have
your complete order prepared and ready to be shipped once they return! You will be notified
once your order has been shipped.

As a token of HUGE thanks for your patience, please enjoy FREE SHIPPING on your next order
with us with this code: THANKYOU-FREESHIP

This code has no expiry and can be used anytime.

If you have any further enquiries regarding your order, please let me know and I will be more
than happy to help :-)

Thank you for shopping with us!

Warmly,
[[Adam Knoll]]

4. Account Changes

4a. Address Change before shipping

Description

Contact team to change shipping address in Shopify backend

Message

Hi [[Kexin]],

Thank you for your email, it's lovely to hear from you.

Absolutely, please let me know the address that you would like to have your order shipped to
and I will update the delivery information for you.

Looking forward to your reply,

[[Adam]]

4b. Address Change after shipping

Description
Message

Hey [[Eli]],

Thank you for your email!

My name is [[Alexa]] from Ask & Embla and I'll be happy to help you with your order.

I've just pulled up your order information and attached the provided shipment address below for
your convenience:

[[Address here]]

Unfortunately, we are unable to make any changes to your final shipment address as it has
already been shipped. ):

Would it be possible for you, or someone else to receive your package at the provided unit on
your behalf?

Alternatively, could we suggest that you attempt to contact your local postal service to try to
make an amendment to your final delivery address on their end?
Do let me know how it goes and I will do my best to assist you from there.

Warmly,

[[Alexa Knoll]]
5. Order Product Issues

5a. Organic Items - Product Material

Description

Subject

Message

Hey [[Briony,]]
Thank you for your email!

My name is Adam from Ask & Embla and I'll be happy to help you with your order.

Thank you for sending us images of your products. We are happy to provide and exchanges for
defective products and those that are awry, but as the Ember Agate stone used in for these
plugs are made of organic materials, they tend to have a natural variation in colour and texture
and will differ across the range of jewelry.

While we are unable to provide a refund for your product, what we can do for you is to offer a
code for 15% off your next order.
Please find the details for your code below.

Code: [[BRIONY-15]]

Amount: 15% off any order

Thank you so much for your understanding, Briony!

Cheers and I hope you have a beautiful day ahead,

Adam

5b. Others - Damaged product

Description

Request for Exchange/Refund due to defective goods

Subject

[As per customer email subject]

Message

Hey [[Aurora]],

Thank you so much for your email!

My name is [[Adam]] from Ask & Embla and I'll be happy to help you with your order.

As per inspection procedure, could you kindly send us a clear picture of the defective product
together with the packaging that came with it? After verification we will let you know of the next
steps to take.
Thank you so much for your patience!

Hope to hear from you soon,

Cheers,
Adam

5b. Damaged product - Follow up if damaged

Hi Lindsey,

Thank you very much for your email. Your feedback is extremely valuable to us.

We always strive to provide our customers with great service, and products, and it saddens us to
know that you have had an unpleasant experience with our store.

I have processed a refund for your Ixi Saddle Hangers and you should have received an email
alerting you of the refund separately. Do note, that your refund will be processed within the next 2
working days

We have taken note of all of your feedback, and will work hard with our suppliers and logistics
partners to improve on our products and services.

It was never our intention to mislead you or any of our customers. Because of your feedback, the
team now notices how it may have been misleading having the carat ratings in the product titles. We
have removed the carat ratings from the product titles, and will communicate the issues that you
faced with our suppliers.

If there is anything else that we can do to gain your trust back, please let me know and I'd be happy
to oblige.
Have a great day Lindsey!

Warmly,

Adam
5c. Wrong item sent - Exchange Request

Description

Hey Jessica,

Thank you for letting us know!

My name is Adam from Ask & Embla and I'll be happy to help you with your order.

We are so sorry to hear about that—as per our inspection procedure, could you kindly provide a
clear picture of the product that you had received measured against a measuring rule? Once
inspected, we will let you know of the following steps to take.

Thank you so much for your patience as we help you with your order!
We hope to hear from you soon.

Warmly,
Adam Knoll

5d. Wrong item sent - Refund Request

5d. Wrong size sent - Refund or Re-send Request

5d. Wrong size ordered

5d. Wrong colour ordered - Not shipped out yet

Hi Romane,

Thank you for your email!

I have accessed your order and it seems that your order has not been shipped yet. I've made
the necessary changes for you to receive the tee in white, this way you don't have to cancel
your order :)

We will be shipping your package out today and you will receive a confirmation email with a
tracking number, once your item has been shipped out successfully. Thank you for your
patience!

Regards,
Alexa Knoll
6. Wholesale Enquiries

Hey Nikki,

Thank you for inquiring about wholesale!

We love getting in touch with studios around the world and are so glad you chose us :-)

We do indeed distribute and do wholesale! Are there any particular products that you are
interested in?

You can expect the overall discount for wholesale orders to be 30% off the prices seen on our
store. Larger wholesale orders above $500 enjoy a bigger discount of 35%!

We are still in the midst of developing a wholesale section on our site, where you can create a
wholesale account and see these individual costs listed as per item, but in the meantime, you
may still place your wholesale orders with us through our site using these codes to enjoy the
same wholesale account benefits:

CODE: WHOLESALE30
amount: 30% off orders above USD$300

CODE: WHOLESALE35
amount: 35% off orders above USD$500

However, if you are interested in the products from our handmade collection, we are able to give
specific wholesale prices for those products upon request.
Do let me know if you have any further questions and I'll be happy to answer them!

Cheers,

Adam Knoll

6a. Wholesale Follow-up Email

Hey Nicolas & Cedric,

Thank you for your purchase!

We're pleased to inform you that you've been added to our VIP and wholesale list.
Your discount code will be automatically added to your next purchase during checkout.

VIP discount: 20% off all orders with no minimum spent

Wholesale: 30% off orders above USD$300 and 35% off larger wholesale orders above $500
*Do note that our wholesale terms might change in future.

We've got an exciting lineup of jewelry coming soon this year so do watch this space!
If you have any recommendations that you'll like to share, do let us know :)

Feel free to reach each out to us if you have any further questions!
We'll be happy to help.

Cheers,
Alexa
7. Order Cancellation

7a. Cancelled within 24Hours

Description

Approve of cancellation, but request for reason so we can learn why people are cancelling their
orders.

e.g: "No problem, Tyler. I will certainly help you with that. Your order has been cancelled and a
refund will be processed within the next 24 hours. Could you kindly share the reason for this
cancellation? We would like your feedback to improve our store"

7b. Cancelled after 24Hours

Those we asked after 24 hours

Mention in the positive that cancellations are time-sensitive, request for reason, show them we
care

e.g: "Hmm, I see. Order amendments and cancellations are only allowed if made within 24
hours of the order being placed. Could you provide us with a reason for this cancellation? We'd
like to see what we can do to help you"

AFTER THEY RESPOND

Those who asked within 24 hours

Ask & Embla team to take note of feedback for better understanding of why cancellations occur

Those we asked after 24 hours

• If legible for refund and able to make exception due to very valid reason, we will cancel
the order.

e.g "Thank you for letting us know, Tyler. We're sorry to hear that but we understand your
situation. Typically cancellations are not allowed after 24 hours from purchase but we are able
to make an exception for this circumstance. We hope you find your credit card soon!"

• If not legible for refund, explain how we've tried to help but where unable to make
exception, communicate the policy nicely and firmly, thank them for understanding.

e.g: "Ahh I see. Thank you for letting us know, Tyler. I just did a check with the warehouse and
your order has already been processed and packaged to ship. We are unable to call back
orders that have reached this point as they have crossed the 24-hour window for cancellation
and changes. We hope you understand.

8. DHL Order Status Enquiry

Description

We email DHL whenever customers have an enquiry about their order status and we notice that
the others are stuck at a particular location.

Message

Hi there!

We would like to check up on this shipment: SGAFN6573

It seems that this package had gone through 2 attempted deliveries at 2 different postal codes.
Our customer has verified that the provided address is correct as well.

It seems that it is also currently back at the distribution centre in Switzerland, does this mean
that the package is being returned to us?

We will appreciate any more information that you can provide!

Thank you very much :)

9. Order Re-shipments

10. Collaborations
PR and building relationships with influencers is highly impactful

10a. Influencer / Blogger Acceptance

Hi <name>,

Thank you so much for your interest in collaborating with our brand! It’s lovely to hear from you. We adore your
aesthetic and would love to see how we can work together!

We’re happy send you some pieces to enjoy and style in the photoshoots that you do.

If this interests you, let me know by sending me a wishlist of top 5 septum items in order of preference,
together with your sizes and delivery details (name, address, phone number) and we'll see what's available to
gift you in a gift parcel :-)

Thank you so much, and we look forward to hearing from you soon, <name>!

Warmly,

10b. Influencer / Blogger Rejection

10b. Influencer / Blogger Discount Code

11. Product Enquiry

11a. Enquiry on out of stock items

Hi Samuel,

Thank you so much for your email, and for taking an interest in our products!

Unfortunately, our suppliers are unable to get a definite date as to when they will be back in
stock. :/

In the meantime, if you'd like to be updated when they finally do get back in stock, you can sign
up to be notified on the product page here:

https://askandembla.net/products/snow-jade-stone-plug?variant=1846687364

If you're open to other suggestions, might I suggest you try our Opalite diamond cut plugs? The
diamond cut is subtle and not so obvious because of the reflectiveness of the white surface.

We have sizes available that are close to 35mm for those as well. :)

Please let me know if there is anything else that I can help you with.
Have a wonderful day ahead!

xx,
Alexa

12. Detected Fraudulent Orders

[Template]

Order #6442 - Order On Hold: Confirmation Required

Dear [[Wei Tung]],

My name is Adam from Ask & Embla, I hope this email finds you well!

We are writing to inform you that the transaction for your order has been flagged by the payment
gateway. For security reasons, we require confirmation in order to proceed with your order.

Please respond with confirmation if you are the card owner and are aware of the order recently placed at
our store [[Item Name, valued at $56.48]]
Thank you and we hope to hear from you soon.

Best,

Adam Knoll
Facebook Community Management

Comment Scenario Engagement Guidelines

1. New Order Enquiries

1a. Product Enquiries

1b. Delivery Duration Enquiries

1c. Product Enquiries

2. Happy Customers

2a. Service Praises

3. Unhappy Customers
4. General Positive Comments