Customer Service Responses
Here are some common questions and recommended answers to respond correctly.
Where is my item?
[Situation: item has not shipped yet and it's been less than 5 days from order]
Due to the extreme popularity of our [Trump, etc.] merchandise, your order is taking a little longer than anticipated to process and ship. It is having to be gathered from our secondary warehouse. However, rest assured that you most definitely will receive your order as soon as possible. We apologize for any inconvenience this may have caused you. As a small thank you for your patience, here is a coupon code for 10% off any other purchases. The coupon code to be used at checkout is: ThankYou10Percent. Have a wonderful day.
Where is my item?
[Situation: item has shipped, customer still calm]
Mr. [xxx], your order has indeed shipped and is now en route to you. As you can imagine the demand for these items has been extremely large. We have been working as fast as we can. Your order will definitely be worth the wait. We really appreciate your business. Please accept this coupon code to be used for any future purchases. The code to be applied at checkout is: ThankYou10Percent. Have a wonderful day.
Where is my item? I want a tracking number or a refund!
[Situation: item has shipped, customer angry]
Mr. [xxx], We are sorry for your disappointment; however, the item clearly stated that it could take 2-4 weeks for delivery. We are averaging 14-16 days at the moment due to the demand. This was a very high demand item and we had to source it out of a different warehouse. Your items has shipped and you will absolutely receive it. We are on the same team here. Once again, we are very sorry for any inconvenience that this may have caused you. We are going to validate your tracking number and you will be able to monitor it's progress. On the home page of the store near the bottom, you will see a link to 'Order Lookup'. As soon as we validate your tracking number, you will be able to monitor it here. Thank you and I really hope you have a wonderful day.
ACTION: Find tracking number and put on order. Check box to send to customer.
My item shipped to wrong location? You screwed up my order!
[Situation: our mistake, order shipped to wrong address, messed up order, need to refund]
Mr. [xxx], We are extremely sorry, but it seems your order got messed up in the system while we were having a computer glitch. It has since been resolved. There is a chance you will still receive your order, but most probably not. We are going to refund your money immediately. If you do still receive your previous order, please keep it as our gift. Once again we are sorry for any inconvenience and if you still would like to reorder, you can do so at
Thank you and once again we sincerely apologize. As a small token, please accept this coupon for 10% off anything in our store. The coupon code is: ThankYou10Percent.
FOR CUSTOMER SERVICE REPS
Trump Flag Shipment Files With USPS Tracking Numbers By Order In Dropbox
USPS Tracking Code Lookup
- All communications with customers will be done through Shopify by clicking on their email address on the Order screen and using the message box.
- Any needed refunds will be emailed to me at email@example.com . NO refunds will be issued by CSR.
- If you do not know what to say and the scripts are not appropriate, contact me and we can discuss.
- When you have finished answering customer emails, take the tracking number files and place the correct tracking number on the correct order number/item and fulfill item. When putting tracking number on the item, DO NOT check to send tracking number to customer.
- BE POLITE!