Support Policies

# Order Status Inquiry Handling Policy ## Overview This policy outlines how support agents should handle customer inquiries about order status, including situations where order/fulfillment data is not immediately accessible in our systems. ## Standard Processing Timeframes - **Production & Handling Time:** Orders typically take **5–10 business days** to be produced and prepared for shipment. - **Shipping Time:** Once shipped, delivery takes an additional **3–7 business days** (domestic) or **10–20 business days** (international). - If an order has not shipped **beyond the expected processing window**, it should be escalated. ## Steps for Handling Order Status Inquiries ### Step 1: Look Up the Order - Search for the order number in **Shopify** (and any secondary fulfillment systems). - Check for fulfillment status, tracking number, and any notes on the order. ### Step 2: If Order Data Is Available - Provide the customer with their current order status and tracking information (if shipped). - If the order is still in production within the standard timeframe, reassure the customer and provide an estimated ship date. ### Step 3: If Order Data Is Unavailable or Inaccessible If you **cannot locate the order** or fulfillment data is missing: 1. **Acknowledge the customer's inquiry promptly** — respond within **24 hours**. 2. **Ask the customer to confirm** their order number, email address used at checkout, and full name. 3. **Escalate internally** to the fulfillment team or a senior support agent to manually locate the order. 4. **Set a follow-up deadline:** The escalation should be resolved and the customer updated within **48 hours**. 5. **Do not guess or fabricate order status.** Only share confirmed information. ### Step 4: Communicate with the Customer - **Tone:** Warm, empathetic, and appreciative of their patience — especially if they've acknowledged we're a small business. - **Template Response (when status is being investigated):** > Hi [Customer Name], > > Thank you so much for reaching out and for your patience! I'm looking into the status of your order **#[Order Number]** right now. I want to make sure I get you the most accurate update, so please allow me up to **48 hours** to follow up with our fulfillment team. > > I'll get back to you as soon as I have an update. If you have any other questions in the meantime, don't hesitate to ask! > > 💜 [Agent Name] | Freedom Rave Wear Support ### Step 5: Follow Up - **Always follow up within the promised timeframe**, even if the investigation is still ongoing. - If the order is confirmed lost, delayed beyond acceptable limits, or unfulfillable, refer to the relevant **refund or reshipment policy**. ## Escalation Triggers Escalate to a manager or fulfillment lead if: - The order is **more than 15 business days past the order date** with no shipment. - The order **cannot be found** in any system after verification. - The customer has **followed up more than twice** without resolution. ## Key Reminders - **Never leave a customer without a response** just because you can't find their order data. - **Document all escalations** with the order number, customer details, and actions taken. - **Prioritize transparency** — customers appreciate honesty over vague reassurances.

# Order Status Inquiry Handling & Escalation ## Overview This policy outlines how to handle customer inquiries about order status, including standard response procedures, expected timeframes, and when to escalate. --- ## Standard Processing & Shipping Timeframes - **Processing time:** 1–5 business days after order placement - **Shipping time:** Varies by shipping method selected at checkout (typically 3–7 business days for standard shipping within the US after dispatch) - **Total estimated delivery:** Up to **10–12 business days** from order placement for domestic standard shipping > **Note:** During peak periods (e.g., festival season, holidays, sales events), processing may take up to **7–10 business days**. --- ## Step-by-Step Handling Procedure ### Step 1: Look Up the Order - Search by **order number**, **customer email**, or **customer name** - Verify the order details: items ordered, date placed, payment status, and current fulfillment status ### Step 2: Determine Order Status Identify which stage the order is in: | Status | Meaning | |---|---| | **Confirmed / Unfulfilled** | Order received; not yet picked/packed | | **In Processing** | Order is being prepared for shipment | | **Shipped** | Order has been dispatched; tracking number available | | **Delivered** | Carrier confirms delivery | | **On Hold / Flagged** | Issue with payment, inventory, or address | ### Step 3: Respond to the Customer - **If the order is within normal processing time:** Thank the customer for their patience, confirm their order details, and provide the expected ship-out window. - **If the order has shipped:** Provide the **tracking number** and **carrier name**, along with a link to track the shipment. - **If the order is past the expected processing window (5+ business days without shipment, or 10+ during peak periods):** Proceed to **Step 4: Escalation**. - **If the order is on hold:** Identify the reason and communicate it clearly to the customer (e.g., out-of-stock item, address issue, payment failure). Offer next steps. ### Step 4: Escalation Escalate the order if **any** of the following apply: - Order has **not shipped within 7 business days** of placement (non-peak) or **12 business days** (peak) - Customer is reporting a **second or third follow-up** on the same order - Order status shows **On Hold** with no clear resolution path - The item may be **out of stock or discontinued** **Escalation steps:** 1. Flag the order internally and notify the **fulfillment/warehouse team** to get a status update 2. If no response from fulfillment within **24 hours**, escalate to a **team lead or manager** 3. Respond to the customer within **48 hours** of their inquiry with an update — even if the update is that you are still investigating 4. If the order cannot be fulfilled, offer the customer the choice of a **full refund** or a **store credit** (with a small goodwill bonus if appropriate, per manager approval) --- ## Response Tone & Guidelines - Always **thank the customer** for reaching out and for their patience - Be **transparent** — if there's a delay, acknowledge it honestly - Avoid vague language like "soon" without context; provide **specific timeframes** when possible - Acknowledge that we are a small business when it feels natural, but **don't use it as an excuse** - End every response with a clear **next step** (e.g., "You'll receive a shipping confirmation email within 2 business days") --- ## Key Reminders - **Always check for tracking info** before replying — customers appreciate a proactive update over a generic response - **Document all escalations** so the team can identify recurring fulfillment bottlenecks - If a customer has been waiting **more than 14 business days** with no shipment and no resolution, prioritize their case as **urgent**

# Standard Production and Shipping Timelines ## Overview Freedom Rave Wear items are made-to-order. Customers should be informed of expected production and shipping timelines when they inquire about order status. ## Standard Timelines - **Production Time:** 1–2 weeks from the date the order is placed - **Shipping Time:** 3–5 business days after the order has shipped (domestic U.S.) - **Total Estimated Delivery:** 2–3 weeks from order placement for most domestic orders > **Note:** During peak seasons (e.g., festival season, holiday sales, new collection drops), production times may extend to **2–3 weeks**. Customers should be advised of any known delays. ## When a Customer Inquires About Order Status 1. **Look up the order** in the system to check its current production/shipping status. 2. **If the order is still within the standard production window (1–2 weeks):** - Reassure the customer that their order is being crafted and is on track. - Remind them of the made-to-order production timeline. 3. **If the order has exceeded 2 weeks without shipment:** - Escalate to the production/fulfillment team to get a status update. - Respond to the customer within **1 business day** with a specific update or revised estimated ship date. 4. **If the order has shipped:** - Provide the tracking number and carrier information. - Let the customer know they can expect delivery within 3–5 business days. ## Response Guidelines - **Always thank the customer** for their patience, especially when acknowledging that we are a small, made-to-order business. - **Be transparent** — if there is a delay, communicate it honestly with a revised timeline. - **Never leave an inquiry unresolved** — if you don't have an immediate answer, let the customer know you're looking into it and provide a follow-up timeframe. ## Sample Response (Order Still in Production) > Hi [Customer Name], > > Thank you for reaching out and for your patience! Since all of our pieces are made-to-order, production typically takes **1–2 weeks** before your order ships. Once shipped, delivery usually takes an additional **3–5 business days**. > > I've checked on your order and it is currently [in production / being prepared for shipment]. You should receive a shipping confirmation with tracking info soon! > > Please don't hesitate to reach out if you have any other questions. 💜 > > [Agent Name] > Freedom Rave Wear Support

# Store Credit Issuance & Communication Policy This policy outlines how store credits are issued to customers and how agents should communicate the details so customers know exactly how to access and use them. --- ## When Store Credits May Be Issued Store credits may be offered as a goodwill gesture in situations such as: - Significant shipping delays caused by fulfillment errors - Partial service failures where a full refund is not warranted - Other situations approved by a team lead or manager ## How to Issue a Store Credit 1. **Create the credit in Shopify:** - Navigate to the customer's profile in Shopify Admin - Go to **Customers → [Customer Name] → Issue Store Credit** (or generate a gift card code assigned to their email) - Enter the approved dollar amount - Save and confirm the credit has been applied 2. **Document the credit:** - Log the amount, reason, and date in the customer's order notes/ticket - Reference the related order number (e.g., Order #151393) ## How to Communicate the Credit to the Customer **Every time a store credit is issued, the agent MUST clearly communicate the following in their response:** - **The exact dollar amount** of the credit (e.g., "$15.00 store credit") - **How the credit is stored** — whether it is: - Automatically linked to their account (if using Shopify store credit), or - Sent as a **gift card code** via email - **How to use it:** - If account-linked: *"The $15 credit is now on your account. At checkout, you'll see the option to apply your store credit to your order total."* - If gift card code: *"You'll receive a separate email with a gift card code. Enter this code at checkout under the 'Gift card or discount code' field."* - **Expiration**, if any (note: Shopify gift cards/store credits do not expire by default — confirm current store settings before communicating) - **Non-transferable / non-cashable** — credits cannot be converted to a cash refund ### Example Response Template > Hi [Customer Name], > > I've issued a **$[amount] store credit** to your account. Here's how to use it: > > - **If you have an account with us:** The credit is automatically available. At checkout, select "Apply store credit" and the amount will be deducted from your order total. > - **If sent as a gift card:** You'll receive a separate email at [customer email] with your unique code. Just enter it in the discount/gift card field at checkout. > > This credit does not expire and can be used on any future order. Let me know if you have any questions! ## Important Reminders - **Never tell a customer a credit has been issued without actually processing it first.** Confirm in the system before sending your reply. - **If a customer asks "How do I access my credit?"** — this means communication was unclear. Apologize and provide the specific steps above immediately. - **Do not stack store credits with active discount codes** unless approved by a team lead. - **Maximum store credit without manager approval:** $25. Amounts above $25 require team lead or manager sign-off. ## Timeframe - Store credits should be issued **within the same support interaction** where the offer is accepted by the customer. - The confirmation email (if gift card code) is sent automatically by Shopify — verify the customer received it if they follow up.

# Made-to-Order Production Delay Escalation Policy ## Purpose This policy defines the maximum acceptable production timeframe for made-to-order items and establishes clear escalation and notification procedures when orders exceed the standard processing window. ## Standard Production Window - Made-to-order items have a standard production window of **7-10 business days** before shipping. - This timeframe should be clearly communicated to customers at the time of purchase. ## Proactive Monitoring & Escalation Triggers ### Day 7 (Business Days) — Internal Check - Support agents should flag any orders that have **not entered fulfillment by business day 7**. - Escalate internally to the production/fulfillment team to confirm expected ship date. ### Day 9 (Business Days) — Proactive Customer Notification If an order has **not shipped by the end of business day 9**, the agent **must** proactively contact the customer with: 1. An apology for the delay 2. An updated estimated ship date (obtained from the fulfillment team) 3. An offer to answer any questions or discuss options **Template language:** *"Hi [Name], we wanted to reach out regarding your order #[number]. Your made-to-order items are taking slightly longer than expected, and we anticipate shipping by [date]. We sincerely apologize for the delay and appreciate your patience. Please let us know if you have any questions or concerns."* ### Day 11 (Business Days) — Automatic Escalation If an order has **not shipped by the end of business day 11**, the following actions are **required**: 1. **Escalate to a supervisor or team lead** for immediate investigation 2. **Contact the customer** with a detailed update and offer the following resolution options: - **Shipping upgrade** to express/expedited shipping at no cost - **Shipping refund** if shipping was paid - **Store credit of $15** as a goodwill gesture for the inconvenience - **Full refund** if the customer no longer wants the order 3. Document the delay reason in the order notes for tracking purposes ### Day 15+ (Business Days) — Critical Escalation If an order has **not shipped by business day 15**: 1. Escalate to **management** immediately 2. Contact the customer offering a **full refund + store credit**, or continued fulfillment with **free express shipping and a discount/credit** 3. The customer should not need to ask — **we reach out first** ## Key Principles - **Customers should never have to chase us for updates.** Proactive communication is mandatory once an order approaches the end of the production window. - **Repeat/loyal customers** (identified by order history) should receive extra care and priority escalation. - **Event-sensitive orders:** If a customer mentions a specific event date, flag the order immediately and coordinate with fulfillment to prioritize accordingly. ## Compensation Guidelines | Delay Beyond 10 Business Days | Minimum Compensation | |-------------------------------|---------------------| | 1-2 extra business days | Free shipping upgrade | | 3-5 extra business days | Shipping refund + $15 store credit + express shipping | | 6+ extra business days | Shipping refund + $20-$25 store credit + express shipping, or full refund if requested | > **Note:** Agents have discretion to offer higher compensation based on order value, customer history, and severity of impact. When in doubt, escalate to a supervisor. ## Documentation - Log all delay notifications and customer communications in the order notes. - Track recurring delay patterns and report monthly to management for process improvement.

# Payment Plan Concerns During Order Delays This policy provides guidance when customers express concern about ongoing installment payments (Shop Pay Installments, Afterpay, Klarna, etc.) for orders that are significantly delayed or unfulfilled. --- ## Key Context - **Freedom Rave Wear does not have the ability to pause, modify, or cancel installment payment schedules** on behalf of the customer. These payment plans are agreements between the customer and the third-party payment provider. - Our responsibility is to **resolve the fulfillment issue** and clearly communicate the customer's options. --- ## When This Applies A customer has: 1. An order that is **delayed beyond the expected fulfillment window** (typically 5+ business days without shipment), AND 2. Expressed concern about **upcoming or ongoing installment payments** for the undelivered order. --- ## Steps for Support Agents ### 1. Acknowledge the Concern - Validate the customer's frustration. It is reasonable to not want to pay for something they haven't received. - Example: *"I completely understand your concern — you shouldn't have to worry about payments coming out for an order that hasn't arrived yet. Let me help sort this out."* ### 2. Investigate and Resolve the Fulfillment Issue First - Follow standard escalation procedures to determine why the order is delayed. - Prioritize getting the order shipped ASAP (upgrade shipping if appropriate per existing policies). - Provide the customer with a **clear, honest timeline** for when they can expect the order. ### 3. Present the Customer's Options Based on the situation, offer one or more of the following: | Option | When to Offer | Details | |---|---|---| | **Expedited shipment + compensation** | Customer still wants the items | Ship ASAP with upgraded shipping; offer shipping refund and/or store credit as appropriate | | **Full refund** | Customer no longer wants to wait | Process a full refund. This will **automatically cancel remaining installments** with the payment provider. | | **Direct the customer to their payment provider** | Customer specifically asks about pausing payments | See step 4 below | ### 4. Advise on Payment Provider Options If the customer specifically asks about pausing or stopping installment payments: - **Be transparent**: Explain that installment plans are managed by the third-party provider (Shop Pay, Afterpay, Klarna), and **we cannot pause or modify their payment schedule directly**. - **If we can resolve the delay**: Reassure them the order is being prioritized and provide a delivery estimate. Most customers will be satisfied if they know the order is on its way. - **If the customer wants a refund**: Let them know that once we process the refund, the **payment provider will cancel any remaining installments and refund any payments already made**, typically within **5–10 business days** depending on the provider. - **If they want to dispute with the provider directly**: Advise them to contact the payment provider's support team. Provide the relevant contact info: - **Afterpay**: In-app support or help.afterpay.com - **Klarna**: In-app support or klarna.com/customer-service - **Shop Pay Installments**: Contact via Shop app or shop.app/help ### 5. Document Everything - Log the payment plan concern in the ticket notes. - Note which payment provider is involved and what resolution was offered. - If a refund is issued, note that remaining installments should auto-cancel and inform the customer to monitor their account. --- ## Important Reminders - **Never promise** that we can pause or modify installment payments — we cannot. - **Never advise** a customer to simply stop paying or ignore scheduled payments, as this could affect their account standing with the provider. - **Prioritize urgency**: Customers with active payment plans on delayed orders should be treated as **high priority** since they are actively being charged for undelivered goods. - If a refund is processed and the customer reports that installments were **not** cancelled by the provider after 10 business days, escalate to a manager to coordinate directly with the payment provider. --- ## Refund Processing Expectations by Provider | Provider | Refund Reflected | Remaining Installments | |---|---|---| | **Afterpay** | Within 5–10 business days | Automatically cancelled upon refund | | **Klarna** | Within 5–14 business days | Adjusted or cancelled upon refund | | **Shop Pay Installments** | Within 5–10 business days | Automatically cancelled upon refund | *Timeframes are approximate and subject to provider policies.*

# Unfulfilled Internal Commitments & Escalation Policy This policy covers situations where a commitment made by a support agent (e.g., shipping upgrade, expedited processing, or other special accommodation) **was not fulfilled**, and the customer follows up reporting the failure. --- ## Identifying the Issue An unfulfilled commitment exists when: - A previous agent **explicitly promised** a specific action (e.g., express shipping upgrade, expedited processing, reshipment) - The commitment is documented in the ticket history - The promised action **was not completed** or is not reflected in the order/tracking --- ## Immediate Steps (First Follow-Up) 1. **Acknowledge the failure directly** — apologize sincerely and take ownership. Do not deflect or make excuses. 2. **Verify the order status** — check fulfillment system to confirm whether the promised action was actually applied. 3. **Fulfill the original commitment immediately** — if the order has not shipped, apply the promised upgrade and push the order to the front of the fulfillment queue. 4. **If the order already shipped without the upgrade**, determine if the package can be intercepted and re-routed via express carrier. If not, proceed to compensation (see below). 5. **Escalate to fulfillment/warehouse lead** — notify them directly (Slack or email) to ensure the order is prioritized. Do not rely solely on system notes. --- ## Compensation Framework | Scenario | Action | |---|---| | Commitment not yet fulfilled but still possible | Fulfill immediately + **$10 store credit** for the inconvenience | | Commitment can no longer be fulfilled (e.g., order shipped standard instead of express) | **Full shipping refund** + **$20 store credit** | | Repeated failures on the same order (2+ broken commitments) | **Full shipping refund** + **$30 store credit** + escalate to **Team Lead/Manager** for personal outreach | | Customer requests full order refund due to repeated failures | Approve the **full refund** without requiring a return if the order is significantly delayed (10+ days without shipment). If using a payment plan (e.g., Afterpay/Klarna), advise the customer on how the refund applies to their installments. | --- ## Escalation Process for Repeated Failures If **two or more commitments on the same order** have gone unfulfilled: 1. **Immediately escalate to a Team Lead or Manager** — do not attempt to resolve alone. 2. **Flag the order in the system** as "Priority — Escalated" so all team members are aware. 3. The Team Lead/Manager should: - Personally contact the customer within **4 business hours** - Coordinate directly with the warehouse to confirm fulfillment - Offer the enhanced compensation outlined above - Provide the customer with **direct contact information** for follow-up 4. **Document the root cause** — note why the commitment was missed (system error, miscommunication, warehouse backlog) so it can be addressed operationally. --- ## Payment Plan Considerations (Afterpay, Klarna, etc.) If the customer has a **payment plan** and the order is severely delayed: - Inform the customer that a **full refund will reverse remaining installments** (per the payment provider's process) - If the customer wants to keep the order, offer to **refund shipping + store credit** as compensation, and reassure them the order will ship immediately - **Never dismiss payment plan concerns** — customers paying in installments for unshipped products is a high-frustration scenario --- ## Prevention & Documentation - When making a commitment to a customer, **add an internal note** on the order in the fulfillment system (not just the ticket) - **Verify fulfillment** within 24 hours of making a shipping upgrade or expedite promise — do not assume it was processed - If you cannot personally verify fulfillment, **assign a follow-up task** to check the next business day --- ## Key Principles - **One broken promise is a mistake. Two is a pattern.** Escalate early. - **The customer should never have to chase us** to confirm a commitment was fulfilled. - **Loyal, repeat customers** (like those with extensive order history) should be treated with extra care — their trust is hard to rebuild once broken.

# Ambassador Program Inquiry Escalation ## Overview Customers frequently reach out via the contact form or support channels expressing interest in Freedom Rave Wear's ambassador program. Support agents should handle these inquiries promptly and route them to the appropriate internal team. ## When This Policy Applies - A customer asks how to join or apply for the ambassador program - A customer asks about ambassador perks, requirements, or benefits - An existing ambassador has questions about their ambassador status or account ## Steps for Support Agents 1. **Acknowledge the inquiry** — Thank the customer for their interest in Freedom Rave Wear and the ambassador program. 2. **Collect key information** (if not already provided): - Full name - Email address - Social media handles (Instagram, TikTok, etc.) - Brief description of how they engage with the brand (e.g., attending festivals, posting content) 3. **Direct the customer to the ambassador application** — If an online application form exists, provide the direct link and encourage them to apply. 4. **Escalate to the Marketing Team** — Forward the customer's details and inquiry to the **Marketing Team** via email at the designated internal marketing inbox. Include: - Customer name and email - Any social media handles provided - A brief summary of the inquiry 5. **Set expectations with the customer** — Let them know: - Their inquiry has been forwarded to the ambassador/marketing team - They can expect a response within **3–5 business days** - They should check their email (including spam/promotions folders) for follow-up ## Sample Response Template > Hi [Customer Name], > > Thank you so much for reaching out and for repping Freedom Rave Wear at shows — we love to hear it! 🎉 > > I've forwarded your information to our marketing team, who manages our ambassador program. They'll be reaching out to you at [customer email] within 3–5 business days with more details on how to get involved. > > In the meantime, if you have any other questions, feel free to reach out! > > Much love, > [Agent Name] | Freedom Rave Wear Support ## Important Notes - **Do not** make promises about acceptance into the program — the marketing team handles all approvals. - **Do not** share specific ambassador discount codes or compensation details; defer these questions to the marketing team. - If the customer is an **existing ambassador** with account or commission issues, escalate to the marketing team with a note that it is an **existing ambassador support request** for prioritized handling.

# Ambassador / Affiliate Program Inquiries ## Overview Freedom Rave Wear offers an Ambassador (Affiliate) Program for customers and rave enthusiasts who love our brand and want to represent us at festivals, shows, and on social media. This policy outlines how support agents should handle inquiries about the program. --- ## How to Respond to Ambassador Program Inquiries When a customer asks about joining the Ambassador Program, follow these steps: ### 1. Thank Them for Their Interest - Express genuine appreciation for their enthusiasm and support of the brand. ### 2. Direct Them to the Application Page - Point the customer to the **Ambassador Program application page** on our website: - **URL:** [freedomravewear.com/pages/ambassador](https://freedomravewear.com/pages/ambassador) *(verify link is current before sending)* - If the page is temporarily unavailable, ask the customer to check back soon or offer to take their name and email so the marketing team can follow up. ### 3. Provide a Brief Overview of the Program Share the following general details: - **Who can apply:** Anyone 18+ who is passionate about Freedom Rave Wear and active in the rave/festival community or on social media. - **Requirements:** Applicants typically need an active social media presence (Instagram, TikTok, etc.) and a genuine love for our products. - **Benefits may include:** - Unique personal discount code to share with followers - Commission or store credit on sales made through their code/link - Exclusive early access to new collections - Free or discounted products - Features on Freedom Rave Wear's social media channels - **Note:** Specific commission rates, discount percentages, and tier structures are managed by the **Marketing Team** and may change. Do **not** quote specific numbers unless provided in an up-to-date internal reference. ### 4. Escalate if Needed - If the customer has **detailed questions** about commission structures, contract terms, or content requirements that go beyond the general overview, escalate the inquiry to the **Marketing Team** via internal ticket or email. - **Target response time from Marketing:** 3–5 business days. --- ## Sample Response Template > Hi [Customer Name], > > Thank you so much for reaching out and for rocking Freedom Rave Wear at shows — we love to hear that! 🎉 > > We'd love for you to check out our Ambassador Program! You can learn more and apply directly here: [Ambassador Program Page](https://freedomravewear.com/pages/ambassador) > > As an ambassador, you could earn commissions/store credit by sharing your personal discount code, get early access to new drops, and even be featured on our socials! > > If you have any other questions, feel free to ask — we're happy to help. > > Best, > [Agent Name] > Freedom Rave Wear Support --- ## Important Notes - **Do not guarantee acceptance** into the program; all applications are reviewed by the Marketing Team. - **Do not promise specific perks or rates** unless confirmed by current program documentation. - If the ambassador page URL changes, update this policy immediately.

# Exchange Fulfillment Error Policy This policy covers situations where a customer receives an incorrect or defective item as a result of an error made during the exchange fulfillment process (e.g., wrong design, missing components, wrong size sent by our team). --- ## Identifying an Exchange Fulfillment Error An exchange fulfillment error occurs when: - The item received **does not match** the design/style the customer originally returned or selected for exchange - The item is **missing components** (e.g., straps, attachments, accessories) that should have been included - The **wrong size or colorway** was shipped compared to what was agreed upon in the exchange ## Agent Steps ### 1. Verify the Error - Pull up the original exchange request/order (reference the exchange ticket number, e.g., `151257-EXC`) - Compare what was **supposed to be sent** versus what the customer **actually received** - Request photo evidence from the customer if not already provided - Confirm the error is on **our side**, not a customer selection mistake ### 2. Acknowledge and Apologize - Clearly acknowledge that the mistake was made on our end - Apologize for the inconvenience ### 3. Resolution Options Because this is a **company error**, the customer should **not bear any additional cost**. Offer the following resolutions: - **Re-ship the correct item** at no cost to the customer. This is the preferred resolution. - **If the correct item is out of stock**, offer the customer: - A different item of equal value, OR - A full refund (including any original shipping costs related to the exchange) - **For missing components only** (e.g., a missing strap): Ship the missing component separately at no cost if possible. If the component cannot be sent individually, re-ship the complete item. ### 4. Return of the Incorrect Item - **Do not require the customer to pay return shipping** for our error - Provide a **prepaid return shipping label** if the incorrect item needs to be returned - In cases where the item is low value or the return is impractical, a supervisor may authorize the customer to **keep the incorrect item** to avoid further delays ### 5. Documentation - Log the fulfillment error in the exchange ticket with details of what went wrong - Note the resolution provided - Flag the error for the fulfillment team so it can be investigated and prevented in the future ## Key Principles | Principle | Detail | |---|---| | **No cost to customer** | The customer must not pay for return shipping, re-shipping, or any fees resulting from our error | | **Timeframe** | Re-shipment or resolution should be initiated within **1-2 business days** of confirming the error | | **Escalation** | If the correct item is unavailable and the customer is unsatisfied with alternatives, escalate to a supervisor | ## Important Notes - This policy applies **only** to errors made by Freedom Rave Wear during the exchange process. Customer-initiated errors (e.g., selecting the wrong item) are handled under standard exchange/return policies. - This policy does not replace the **Lifetime Warranty Policy**, which covers product defects. If the issue is a manufacturing defect rather than a fulfillment error, refer to that policy instead.

# Incorrect or Defective Exchange Received Policy This policy covers situations where a customer receives an exchanged item that does not match the original product they returned — including wrong design, wrong color, missing components (e.g., straps, accessories), or other discrepancies. ## Scope This policy applies when: - The exchanged item has a **different design or pattern** than the original product or what was expected - The exchanged item is **missing components** (straps, clips, attachments, etc.) - The exchanged item is otherwise **noticeably different** from what the customer originally ordered/returned ## Agent Steps ### 1. Verify the Issue - Ask the customer for **photos** of the item received (if not already provided) - Cross-reference the customer's **original order number** and **exchange/return record** to confirm what product should have been sent - Compare the item received against the expected product (design, components, SKU) ### 2. Confirm the Error - If the issue is confirmed as a **fulfillment or warehouse error** (wrong item sent, missing parts), proceed to resolution - If the item appears correct but the customer is dissatisfied with the product itself, refer to standard return/exchange policy ### 3. Resolution — Company-Fault Exchange Errors Because this is a **company-side error**, the customer should **not bear any additional cost**. Offer the following: - **Option A: Ship the correct item** — Send the correct product (or missing component) to the customer at **no charge**. Provide a **prepaid return label** for the incorrect item if a full product swap is needed. - **Option B: Full refund** — If the correct item is out of stock or the customer prefers, issue a **full refund** including any original shipping costs related to the exchange. > **Important:** Do **not** ask the customer to pay for return shipping or any additional fees when the error is on our side. ### 4. Return of Incorrect Item - If sending a replacement, provide a **prepaid return shipping label** for the wrong item - If the item is low value or the cost of return shipping is prohibitive, the manager on duty may authorize the customer to **keep the incorrect item** at their discretion ### 5. Follow-Up - Apologize sincerely for the inconvenience - Flag the order internally for the **warehouse/fulfillment team** to investigate and prevent recurrence - Set a follow-up reminder to confirm the customer receives the correct item within **5–7 business days** of reshipping ## Timeframe - Customer must report the issue within **30 days** of receiving the exchanged item - Replacement shipment or refund should be initiated within **1–2 business days** of confirming the error ## Key Principles - **The customer should never pay twice for our mistake.** No return shipping fees, no restocking fees, no additional charges. - Prioritize speed and empathy — these customers have already been through one return/exchange cycle.

# Incorrect or Defective Exchange Shipments Policy This policy covers situations where a customer receives an exchange item that is **wrong, defective, or does not match** the original item they returned (e.g., wrong design, missing components, wrong size/color). ## Key Principle When Freedom Rave Wear fulfills an exchange incorrectly, **the customer should not bear any additional shipping costs**. The error is on our side, and we take full responsibility. ## Steps for Support Agents 1. **Verify the issue** - Confirm the customer's original order and exchange record - Request photos of the item received if not already provided - Compare the item received against what was promised in the exchange 2. **Confirm the fulfillment error** - Determine if the item is the wrong design, wrong size, missing components (e.g., straps), or otherwise defective - Document the discrepancy in the ticket 3. **Provide a prepaid return label** - Generate a **prepaid return shipping label** at Freedom Rave Wear's expense - Send the label to the customer via email with clear return instructions - Inform the customer they will **not** be charged for return shipping 4. **Reship the correct item** - Once the return is initiated (tracking shows shipment in transit or delivered), ship the correct item to the customer at **no additional cost** - If the correct item is out of stock, offer the customer the choice of: - A different item of equal value - A full refund (including any original shipping paid) - Store credit with a **10% bonus** as a goodwill gesture 5. **Expedite when possible** - Prioritize reshipping to minimize further delays for the customer - If available, use expedited shipping at no extra charge ## Conditions & Limits - This policy applies **only** when the exchange error is confirmed to be Freedom Rave Wear's responsibility (wrong item sent, defective replacement, missing components) - Customer must report the issue **within 14 days** of receiving the exchange shipment - Photos or other evidence of the incorrect/defective item are **required** before issuing a prepaid label - This policy does **not** apply to exchanges where the customer selected the wrong item themselves (standard exchange/return policies apply in those cases) ## Communication Template > Hi [Customer Name], > > Thank you for reaching out and sharing the photos — I'm so sorry about this! You're right, the exchange item you received does not match what you should have gotten, and that's completely on us. > > **You will not need to pay for return shipping.** I'm sending you a prepaid return label right now. Once we receive the item back (or see it's on the way), we'll get the correct item shipped out to you ASAP at no extra cost. > > Again, I apologize for the inconvenience and we'll make this right! ## Escalation - If the same order has been incorrectly fulfilled **more than once**, escalate to a supervisor for direct handling and additional compensation consideration.

# Security Concern Escalation Procedure ## Purpose This policy outlines the steps support agents must follow when they encounter potential security concerns related to company accounts, including unexpected sign-in alerts, suspicious emails, unauthorized access notifications, or any other indication of a possible account compromise. --- ## Scope This applies to **all company-managed accounts**, including but not limited to: - Google Workspace / Gmail (e.g., support@freedomravewear.com) - E-commerce platform admin accounts (e.g., Shopify) - Social media accounts - Payment processing accounts - Any other business-critical SaaS tools --- ## When to Escalate Escalate immediately if you observe any of the following: - **Unexpected sign-in alerts** (new device, new location, new browser) - **Password reset emails** that no team member initiated - **Suspicious emails** requesting credentials or containing unfamiliar links - **Unauthorized changes** to account settings, forwarding rules, or permissions - **Locked or inaccessible accounts** without a known cause - **Any communication** that appears to be a phishing attempt targeting company accounts --- ## Steps for Support Agents ### 1. Do NOT Click Links or Interact - **Do not click** any links in suspicious emails or sign-in alerts. - **Do not reply** to the email or enter credentials anywhere. - **Do not forward** the email to personal accounts. ### 2. Document the Alert - Take a **screenshot** of the email or alert (include sender address, subject line, timestamp, and full message body). - Note the **date and time** you discovered the alert. - Note which **account** is affected. ### 3. Escalate Immediately - **Notify your direct manager** via Slack or phone within **15 minutes** of discovery. - If your manager is unavailable, escalate to **the next available member of leadership**. - Use the subject line: **"[URGENT] Security Alert — [Account Name]"** ### 4. Escalation Contact Order | Priority | Contact | Method | |----------|---------|--------| | 1st | Direct Manager | Slack DM / Phone | | 2nd | Operations Lead | Slack DM / Phone | | 3rd | Company Owner / Admin | Slack DM / Phone / Text | ### 5. Preserve Evidence - **Do not delete** the suspicious email or alert. - **Flag/star** the email in the inbox so it is easy to locate. - Share your screenshot and notes with the person you escalate to. ### 6. Secure the Account (Only if Directed by Management) - **Do not** change passwords or revoke sessions on your own unless explicitly instructed by management. - If directed, follow these steps: - Change the account password to a strong, unique password. - Enable or verify **two-factor authentication (2FA)**. - Review and revoke any **unrecognized active sessions**. - Check for unauthorized **forwarding rules, filters, or connected apps**. --- ## Response Timeframes | Action | Timeframe | |--------|-----------| | Agent identifies potential security concern | Immediately | | Agent escalates to management | Within **15 minutes** | | Management acknowledges escalation | Within **1 hour** | | Investigation & remediation initiated | Within **2 hours** | --- ## Important Reminders - **Never share company credentials** via email, chat, or phone — even with colleagues. - **When in doubt, escalate.** It is always better to report a false alarm than to miss a real threat. - **Phishing emails can look legitimate.** Always verify by going directly to the service's website (e.g., typing accounts.google.com into your browser) rather than clicking links in emails. - This procedure applies **24/7**, including weekends and holidays. --- ## Post-Incident After any confirmed security incident, management will: 1. Conduct a **post-incident review** within 48 hours. 2. Notify affected parties if customer data was potentially compromised. 3. Update this policy if new risks or gaps are identified.

# Handling Non-Customer Automated Emails and Security Alerts ## Overview The support inbox occasionally receives automated emails that are **not from customers** and do **not require a customer support response**. These include security alerts, account notifications, system-generated messages, and other non-customer correspondence. This policy outlines how to identify and handle these messages. ## Types of Non-Customer Automated Emails - **Security alerts** (e.g., Google sign-in notifications, password change alerts) - **Account or service notifications** from platforms (e.g., Google, Shopify, shipping carriers) - **Spam or phishing emails** - **Marketing or promotional emails** from third-party vendors - **System-generated bounce-back or delivery failure notices** ## Steps for Support Agents 1. **Identify the email as non-customer communication** - The sender is a company/service (e.g., Google, no-reply addresses) rather than a customer - The content relates to internal accounts, security, or system notifications - There is no customer inquiry, order number, or product-related question 2. **Do NOT reply to the email** - These messages are automated and do not require a customer support response - Never click suspicious links or engage with potential phishing emails 3. **Escalate if security-related** - If the email is a **legitimate security alert** (e.g., unrecognized sign-in, password change, breach notification), **immediately forward it to your team lead or IT/account administrator** so they can verify the activity and take appropriate action - Do **not** attempt to resolve account security issues yourself 4. **Flag potential phishing attempts** - If an email appears to be a **phishing or spoofing attempt** (suspicious links, unusual sender addresses, requests for credentials), flag it as phishing/spam and notify your team lead immediately - **Never** click links, download attachments, or enter credentials from unverified emails 5. **Close or archive the ticket** - After appropriate escalation (if needed), mark the ticket as **closed/resolved** with an internal note such as: *"Non-customer automated email — no action required"* or *"Security alert — escalated to [team lead/admin name]"* - Apply a tag or label such as **"non-customer"** or **"automated-alert"** for tracking purposes ## Important Reminders - **Never share** internal account credentials or security details in any response - **When in doubt**, escalate to your team lead before taking any action - These emails should be handled **within the same business day** they are received to keep the inbox clean and ensure urgent security matters are addressed promptly

# Handling System & Platform Notifications in the Support Queue ## Overview Occasionally, automated notifications from internal platforms (e.g., **Redo**, Shopify, shipping carriers, payment processors) arrive in the customer support ticket queue. These are **not customer inquiries** and should not be treated as such. This policy outlines how to identify, route, and resolve these tickets. ## How to Identify System Notifications System/platform notifications typically have one or more of the following characteristics: - **Sender address** is from a platform domain (e.g., `@getredo.com`, `@shopify.com`, `@shipstation.com`) - **Subject line** references technical actions like integration reconnections, password changes, API errors, or account alerts - **No customer name or order number** is associated with the ticket - The message body contains technical instructions directed at administrators, not customers ## Steps for Support Agents 1. **Do not reply** to the notification as if it were a customer ticket. 2. **Tag the ticket** with the label `internal-system-notification`. 3. **Assess urgency:** - **Action required (e.g., integration disconnected, authentication expired):** Immediately escalate to the **Operations Manager / Team Lead** via Slack or your internal escalation channel. Include a screenshot or summary of the notification. - **Informational only (e.g., weekly summaries, status confirmations):** No escalation needed. 4. **Close the ticket** with an internal note summarizing: - What platform sent it - Whether action was required - Whether it was escalated and to whom 5. **Do not delete** the ticket — keep it for audit/reference purposes. ## Escalation Contacts | Notification Source | Escalate To | |---|---| | Redo (support platform) | Operations Manager / Team Lead | | Shopify | Operations Manager / Team Lead | | Shipping carriers | Fulfillment Lead | | Payment processors | Operations Manager | ## Recommended Long-Term Action The **Operations Manager** should work with the platform provider (e.g., Redo) to: - Set up **email filtering rules** to auto-route system notifications away from the main support queue - Create a dedicated admin inbox or channel for platform alerts - Review and update filters **quarterly** or whenever a new tool is integrated ## Key Reminders - **Never send a customer-facing reply** to a system notification. - **Urgency matters** — a disconnected integration (like a Gmail/Redo disconnection) can mean the team **cannot send or receive customer emails**. Escalate these immediately. - When in doubt about whether a ticket is a system notification or a customer message, **ask your Team Lead** before responding. ## Timeframes - **Action-required notifications:** Escalate within **15 minutes** of discovery. - **Informational notifications:** Tag and close within **1 business hour**.

# Time-Sensitive Order Resolution Policy This policy covers situations where a customer's order **may not arrive in time** for a specific event (festival, party, rave, etc.). --- ## Step 1: Assess the Situation 1. **Verify the order status** — check if the order has shipped, is processing, or is delayed. 2. **Confirm the customer's deadline** — ask for the **event date** and **shipping destination** if not already provided. 3. **Estimate delivery** — compare the estimated delivery window against the customer's deadline. --- ## Step 2: Determine the Best Resolution Based on whether the order can realistically arrive on time, offer the appropriate resolution: ### Scenario A: Order Has NOT Shipped Yet & Delivery Is at Risk - **Offer a complimentary shipping upgrade** to expedited or rush shipping (at no additional cost to the customer) if it will resolve the timing issue. - If even rush shipping cannot guarantee on-time delivery, proceed to **Scenario C**. ### Scenario B: Order HAS Shipped but Is Delayed - Provide the customer with **current tracking information** and the latest estimated delivery date. - If tracking shows delivery is likely before the event, **reassure the customer** and monitor the shipment. - If tracking shows delivery will likely **miss the event**, proceed to **Scenario C**. ### Scenario C: On-Time Delivery Is NOT Possible Offer the customer **one** of the following options (customer's choice): 1. **Full cancellation and refund** — Cancel the order (if unshipped) or accept a return upon delivery, and issue a **full refund** including any shipping charges. Refunds are processed within **3–5 business days**. 2. **Partial refund / discount** — If the customer still wants the items despite late arrival, offer a **15% discount** (applied as a partial refund) as a goodwill gesture. 3. **Store credit bonus** — Offer **120% of the order value as store credit** if the customer prefers credit over a refund. --- ## Step 3: Document and Follow Up - **Log the resolution** chosen by the customer in the order notes. - **Process the refund, discount, or store credit** immediately after the customer confirms their choice. - If a shipping upgrade was applied, **send updated tracking information** to the customer as soon as it is available. - **Follow up within 24 hours** if the customer hasn't responded to the offered options. --- ## Important Guidelines - **Always empathize** — Our customers are often shopping for meaningful events. Acknowledge the urgency and frustration. - **Do not make delivery guarantees** — Use language like "estimated delivery" rather than promising a specific date. - **Escalate if needed** — If the order value exceeds **$200** or the customer is dissatisfied with the available options, escalate to a supervisor. - **Shipping upgrade authority** — Agents are authorized to apply complimentary shipping upgrades up to the cost of the fastest available method without supervisor approval. --- ## Example Response Template > Hi [Customer Name], > > Thank you for reaching out! I completely understand the urgency — making sure you're ready for your event is our top priority. > > I've checked on order #[XXXX] and [status detail]. Based on the timeline, here's what I can offer: > > [Insert applicable resolution options] > > Please let me know which option works best for you, and I'll get it taken care of right away! > > Best, > [Agent Name]

# Expedited Shipping & Event Deadline Requests ## Overview Customers frequently order from Freedom Rave Wear with upcoming events (festivals, raves, parties) in mind. This policy outlines how to handle requests involving tight deadlines and expedited shipping needs. --- ## When This Policy Applies - Customer mentions an upcoming event, festival, or specific date they need their order by - Customer requests expedited or priority shipping - Customer expresses concern about delivery timing for an existing order --- ## Steps for Support Agents ### 1. Check Current Order Status - Look up the order in the system and determine: - **Order date** and current **fulfillment status** - Whether the order has **shipped** and if tracking is available - **Estimated delivery date** based on current shipping method ### 2. Assess Whether the Order Can Arrive on Time - Compare the estimated delivery date against the customer's stated deadline - Allow a **1-day buffer** before the event date (customer should receive the order at least 1 day before their event) ### 3. If the Order Has NOT Yet Shipped - **Offer a shipping upgrade** to expedited or priority shipping if it would meet the deadline - Inform the customer of any **additional cost** for the upgrade - If the customer agrees, process the upgrade and confirm the new estimated delivery date - **If the delay is due to our processing error** (e.g., order stuck, not processed within standard 1–3 business day fulfillment window), offer the shipping upgrade **at no additional charge** ### 4. If the Order HAS Already Shipped - Provide the customer with their **tracking number** and current delivery estimate - If tracking shows it will **not arrive on time**, explore the following options: - Contact the carrier to request an **in-transit shipping upgrade** (if available) - Offer to **ship a replacement order via expedited shipping** and provide a return label for the original shipment - Escalate to a supervisor if the cost of a replacement expedited shipment exceeds **$30** ### 5. If the Deadline Cannot Be Met - Be transparent with the customer — do not make delivery promises we cannot guarantee - Offer the following options: - **Full refund** if the customer no longer wants the order - **Discount code (15%)** for a future order as a goodwill gesture - Proceed with current shipping and offer a **partial refund or store credit ($5–$10)** for the inconvenience --- ## Shipping Upgrade Options & Timeframes | Method | Estimated Delivery | Typical Additional Cost | |---|---|---| | Standard Shipping | 5–10 business days | Included | | Expedited Shipping | 2–3 business days | $10–$15 | | Priority/Overnight | 1–2 business days | $20–$30 | *Timeframes begin from the date the order ships, not the date the upgrade is requested.* --- ## Important Guidelines - **Never guarantee a delivery date** — always use language like "estimated" or "expected" - **Prioritize empathy** — customers shopping for events are often excited and anxious; acknowledge their event and urgency - **Document all actions** taken on the order (shipping upgrades, refunds, credits) in the order notes - For orders that are past the standard **1–3 business day processing window** with no shipment, **escalate to the fulfillment team immediately** and flag as urgent --- ## Example Response Template > Hi [Customer Name], > > Thanks for reaching out! I totally understand the urgency — you want to make sure you're all set for your event! 🎶 > > I've looked into order #[XXXX] and here's what I found: [status details]. Based on this, here's what I can do to help: [options]. > > Let me know how you'd like to proceed and I'll take care of it right away! > > Best, > [Agent Name]

# Order Status & Fulfillment Policy ## Overview This policy covers standard order processing times, tracking notification timelines, and escalation procedures for order status inquiries. --- ## Standard Processing & Shipping Times - **Processing time:** 1–3 business days from the date the order is placed - **Shipping time:** 3–7 business days after the order has shipped (varies by shipping method and destination) - **Tracking email:** Customers receive a shipping confirmation email with tracking information within **24 hours** of the order being shipped > **Note:** Processing times may be extended during peak seasons (e.g., festival season, holidays, or major sales events). If delays are expected, proactive communication should be sent to affected customers. --- ## Handling Order Status Inquiries When a customer contacts support about their order status, follow these steps: ### Step 1: Look Up the Order - Search the order by **order number**, **email address**, or **customer name** - Check the current fulfillment status in the order management system ### Step 2: Determine the Status & Respond | Status | Action | |---|---| | **Processing (within 1–3 business days)** | Reassure the customer that their order is being prepared and is within the normal processing window. Provide the expected ship date. | | **Shipped (tracking available)** | Provide the tracking number and carrier link. If tracking shows no movement for **3+ business days**, escalate (see Step 3). | | **Shipped (no tracking update yet)** | Explain that tracking info can take **24–48 hours** to update after the label is created. Ask the customer to check back. | | **Processing (past 3 business days)** | Escalate to the fulfillment team immediately (see Step 3). | | **Delivered** | Confirm delivery details. If the customer says they haven't received it, follow the **lost package** procedure. | ### Step 3: Escalation Procedure Escalate to the **fulfillment team** if any of the following apply: 1. The order has been in **processing for more than 3 business days** with no shipment 2. Tracking shows **no movement for 3+ business days** after initial scan 3. The customer has a **time-sensitive need** (e.g., upcoming festival or event) 4. The order appears **stuck or lost in transit** past the estimated delivery window **How to escalate:** - Flag the order in the order management system as **"Escalated – Fulfillment Review"** - Send an internal message to the fulfillment team with the **order number, issue summary, and urgency level** - **Response SLA for escalations:** Fulfillment team must respond within **24 hours** (business days) - Inform the customer that the issue has been escalated and they will receive an update within **24–48 hours** --- ## Time-Sensitive Orders If a customer indicates they need their order by a specific date (e.g., for a festival or event): 1. **Check feasibility** — Can the order arrive in time based on current status and shipping method? 2. **If yes:** Reassure the customer and provide the estimated delivery date 3. **If unlikely or uncertain:** Escalate immediately to the fulfillment team and explore options: - Expedited shipping upgrade (at the company's discretion or at the customer's expense) - Priority fulfillment processing 4. **If the order cannot arrive in time:** Communicate transparently and offer options such as cancellation/refund or a discount code for the inconvenience --- ## Customer Communication Guidelines - Always be **empathetic and transparent** — acknowledge the customer's concern and any urgency - Avoid vague language like "it should arrive soon." Provide **specific dates or timeframes** whenever possible - If there's a delay, **own it** and offer a concrete next step - Use the customer's name and reference their order number in all replies --- ## Key Reminders - **Do not** promise a delivery date that cannot be guaranteed - **Always** provide a follow-up timeframe when escalating - **Log all escalations** for tracking and reporting purposes