Customer Service Questions & Answers

Frequent Customer Service Queries

1. Delivery Status - Order just placed /proper sign-off

Dear <customer’s name>

Thank you for your recent order on <Insert Brand Name>.

When your parcel is shipped, you should receive a shipping notification with a tracking ID to follow up with the indicated delivery service provider.

\If you have any additional questions about the delivery of your product, please contact the Seller directly, you can do this by:

a) visiting the product page and clicking the 'Ask Seller' button.

b) logging into your account and clicking on the “Contact Seller” button

c) Clicking the “Contact Seller” link in your order confirmation email

To ensure the Seller’s response reaches your inbox and doesn't end up in spam or junk, please add <<INSERT THE EMAIL ADDRESS YOU SENT EMAIL NOTIFICATIONS FROM, e.g. info@myshop.com>> to your email address book.

Please do let me know if I could assist you with anything else.

Warm Regards,

<name>

The <company/ brand> Team

2. Delivery Status – Request for estimated delivery date

Thank you for your recent order on <Insert Brand Name>.

For more information on the delivery of this product, please contact the Seller directly so they can advise when your order is due to be dispatched.

In most instances, when your parcel is shipped, you should receive a shipping notification with a tracking ID to follow up with the indicated delivery service provider.

You can contact the Seller through the following methods:

a) visiting the product page and clicking the 'Ask Seller' button.

b) logging into your account and clicking on the “Contact Seller” button

c) Clicking the “Contact Seller” link in your order confirmation email

To ensure the Seller’s response reaches your inbox and doesn't end up in spam or junk, please add <<INSERT THE EMAIL ADDRESS YOU SENT EMAIL NOTIFICATIONS FROM, e.g. info@myshop.com>> to your email address book.

Please do let me know if I could assist you with anything else.

Warm Regards,

<name>

The <company/ brand> Team

3. Delivery Status– No tracking updates available after 5 working days or more

Thank you for reaching out.

Please contact the seller directly, they should be able to provide you more information on the delivery timing of this product.

You can contact the Seller through the following methods:

a) visiting the product page and clicking the 'Ask Seller' button.

b) logging into your account and clicking on the “Contact Seller” button

c) Clicking the “Contact Seller” link in your order confirmation email

To ensure the Seller’s response reaches your inbox and doesn't end up in spam or junk, please add <<INSERT THE EMAIL ADDRESS YOU SENT EMAIL NOTIFICATIONS FROM, e.g. info@myshop.com>> to your email address book.

Please do let me know if I could assist you with anything else.

Warm Regards,

<name>

The <company/ brand> Team

4. Delivery Status -Tracking Information Available

Thank you for reaching out.

When your parcel is shipped, you should receive a shipping notification with a tracking ID to follow up with the indicated delivery service provider. For more information on the delivery of this product, please contact the relevant Seller directly. You can contact the Seller through the following methods:

a) visiting the product page and clicking the 'Ask Seller' button.

b) logging into your account and clicking on the “Contact Seller” button

c) Clicking the “Contact Seller” link in your order confirmation email

To ensure the Seller’s response reaches your inbox and doesn't end up in spam or junk, please add <<INSERT THE EMAIL ADDRESS YOU SENT EMAIL NOTIFICATIONS FROM, e.g. info@myshop.com>> to your email address book.

Please do let me know if I could assist you with anything else.

Warm Regards,

<name>

The <company/ brand> Team

5. Delivery Status - No Updates to Tracking Information

Thank you for reaching out.

I’m sorry to hear you have not received any update to your tracking information.

Please contact the Seller directly, they will be able to give you up-to-date information on when the product will be delivered.

You can contact the Seller through the following methods:

a) visiting the product page and clicking the 'Ask Seller' button.

b) logging into your account and clicking on the “Contact Seller” button

c) Clicking the “Contact Seller” link in your order confirmation email

To ensure the Seller’s response reaches your inbox and doesn't end up in spam or junk, please add <<INSERT THE EMAIL ADDRESS YOU SENT EMAIL NOTIFICATIONS FROM, e.g. info@myshop.com>> to your email address book.

Please do let me know if I could assist you with anything else.

Warm Regards,

<name>

The <company/ brand> Team

6. Delivery Status –Delivered status on tracking information but the recipient hasn’t received his parcel

Thank you for reaching out.

I’m sorry to hear the package has not yet been delivered.

Please contact the Seller directly, they will be able to give you more information on the expected delivery date.

You can contact the Seller through the following methods:

a) visiting the product page and clicking the 'Ask Seller' button.

b) logging into your account and clicking on the “Contact Seller” button

c) Clicking the “Contact Seller” link in your order confirmation email

To ensure the Seller’s response reaches your inbox and doesn't end up in spam or junk, please add <<INSERT THE EMAIL ADDRESS YOU SENT EMAIL NOTIFICATIONS FROM, e.g. info@giftslessordinary.com>> to your email address book.

Thank you for your support.

Warm Regards,

<name>

The <company/ brand> Team

7. Service Recovery – Delayed Order/ Missing Item/ Minor Product Quality Issue, To Offer discount code.

I appreciate this isn't an ideal shopping experience for you and as a way to apologise for all the inconvenience caused, I would like to offer a <percentage> discount on your next purchase on <Insert Brand Name> with the following promo code, valid 3 months, for one-time use.

Promo code: <code>

Please do let me know if I could assist you with anything else.

Warm Regards,

<name>

The <company/ brand> Team

OR

I appreciate this isn't an ideal shopping experience for you. I am disappointed to hear about your experience with our seller.

I would like to offer a <percentage> discount on your next purchase on <Insert Brand Name> with the following promo code, valid 3 months, for one-time use.

Promo code: <code>

Please do let me know if I could assist you with anything else.

Warm Regards,

<name>

The <company/ brand> Team

8. Returned Parcels (EMAIL TEMPLATE FOR SELLERS)

Verify delivery address on the order

Thank you for reaching out.

I could see from the tracking information that your parcel is on its way back/ has been returned to our office in the <country>.

We will be able to re-dispatch your parcel as soon as we receive your parcel. Can you kindly confirm this is the correct delivery address on your order?

<delivery address on the order>

I look forward to hearing from you.

Warm Regards,

<name>

The <company/ brand> Team

OR

Customers checking the reason for the returned parcel

Thank you for your email.

Please allow me to explain, the post office attempted to deliver your parcel without success so it was returned to the nearest post office awaiting collection. There should also be a delivery note left at your doorstep or letterbox detailing the nearest post office to collect your parcel. 

As your parcel wasn't collected, it has been returned to our Partner. Please do note that the post office can hold parcels for a limited time only.  

Would you like to proceed with the re-dispatched cost?

I look forward to hearing from you.

Warm Regards,

<name>

The <company/ brand> Team

OR

Inform our customer with regards to the re-dispatch cost

Thank you for your reply.

 I would be able to arrange for a re-delivery via standard tracked / express courier at a payable cost of <<currency & amount>>

 If you would like to go ahead, I would be able to issue a PayPal invoice for you. 

Warm Regards,

<name>

The <company/ brand> Team

OR

Issue invoice for re-dispatch cost

Thank you for your email.

Here is the PayPal invoice. Please feel free to settle at your convenience.

We will re-dispatch your parcel as soon as we receive your parcel and the tracking link will follow.

The typical lead time is <number> of working days.

Warm Regards,

<name>

The <company/ brand> Team

OR

Customers unwilling to settle the re-dispatch cost

Thank you for your email. Regarding the shipping costs, I am afraid we are a small business and while we have offered free shipping for this product, we are unable to offer re-dispatch free of charge.

I am so sorry for any disappointment this situation may cause and please do let me know if I can assist you with anything else meanwhile.

Thank you for your understanding.

Warm Regards,

<name>

The <company/ brand> Team

9. Parcels lost in transit

Thank you for reaching out. 

It looks like your parcel has been lost in transit. I am very sorry to hear this.

We would like to offer you a replacement and it will be shipped to the original delivery address on your order.

Please do let me know if this is a suitable solution

Warm Regards,

<name>

The <company/ brand> Team

10. Additional Custom Duties Incurred by Our Customer

Thank you for your recent order on <<insert Brand name>>.

I am really sorry to hear that you had to pay additional charges.

I can confirm that the delivery charges are included and I can only imagine that the charges are for import duties which we, unfortunately, have no control over. The charges that occur at the destination are at the receiver's costs.

I appreciate this isn't an ideal shopping experience and as a way to apologise for the inconvenience caused, I would like to offer a <percentage> discount on your next purchase on <<insert Brand name>>, valid 3 months, for one-time use.

To redeem, simply enter the Promo code: <code> at checkout.

Warm Regards,

<name>

The <company/ brand> Team

11.Physical Store Query

Thank you for your interest.

I am afraid we do not have a physical store at the moment, our products are currently sold exclusively online. 

Warm Regards,

<name>

The <company/ brand> Team

12. Refund

Attached herewith the refund details.

The refund will be reflected on your credit card transaction within a couple of working days or depending on the posting of your bank.

Please don’t hesitate to contact us if you have any questions

Warm Regards,

<name>

The <company/ brand> Team

13. Manual Order

Thank you for your interest in <<insert company name>>

I am so sorry that you have encountered problems placing an order with us.  

I will be happy to place the order on your behalf. Would you please provide me with the following order details and thereafter a PayPal invoice will follow shortly. 

 1) Screenshot of the product with personalisation details (if any)

2) Billing and shipping address with contact name and contact number

3) Gift message (if any)

Thank you and I look forward to hearing from you soon.

Warm Regards,

<name>

The <company/ brand> Team

14. Product/ Lead Time/ Delivery Date Queries

Thank you for your interest.

Would you please send me the link of the product that you are interested in so that I could better advise you?

Meanwhile, please feel free to let me know if there is anything else that I can assist you with.  

Warm Regards,

<name>

The <company/ brand> Team

15. Payment Failure Notification, Order was not placed

Thank you for your interest in our products.

 I noticed that you are trying to place an order with us. Would you please try to complete the order with another credit card or PayPal?

If you still encounter problems completing the order, I would be more than happy to assist you.

Please let me know how I can help!

Warm Regards,

<name>

The <company/ brand> Team

16. Partners Accessing Our New Platform – Key Queries

Vacation mode

Please go to the following link to enable the Vacation Mode

https://glo-staging.herokuapp.com/vendor/settings/profile  

New Orders

Please bookmark the new dashboard where new orders will start to appear. You will receive notifications when an order has been placed via the new site. 

Encountered Issue Accessing Our New Platform

Would you mind switching the web browser to Google Chrome while accessing our new platform?

Question and Answer

Would you please log in to our new platform to respond to our customers?

Please go to Question Management > All Question. 

The product in question is actually on the top right-hand corner of the query. 

Open