Let us take one more task off your plate. For the last 6 months we’ve been doing customer service on behalf of some of our biggest clients. Now that we’ve gotten all the kinks out we’d like to offer this to you. So, if you currently sell 25+ items on average per day we would like to extend this offer to you (not that we don’t care about smaller customers, it’s just that there are some fixed costs with this program and we can’t offer it to every store).
How it Works
Customers email email@example.com, that email is forwarded to teelaunch’s Zendesk customer service ticketing system.
When we interact with your customer the interactions are completely white label. As far as the customer knows they are communicating with your customer service team.
99% of all issues and customer service tasks can be handled by our team, the only tasks we’ll need your team for is for making refunds, as we don’t have access to your store and the ability to give your customers refunds.
To enroll in this service, just email firstname.lastname@example.org and I’ll start the onboarding process. Additionally you must agree to the following customer service procedures.
Customer Service Procedures
- Customer service operating hours are 7 days a week from 6AM to 6PM CST time.
- If a package is lost or returned because of any reason, we will resend a new package at no cost to the customer or to the store owner.
- If a customer receives a garment that is too small or too big we will send a new order out (providing the size replacement is one size larger or one size smaller) at no additional cost to customer or store owner.
- If the customer does not want a replacement for a defective garment or they want to cancel an order that has not made it into production we will assign that customer service ticket to the store owner to make the appropriate refund.
- A customer cannot return or exchange for reasons other than defect or garment sizing issues.
- A customer can only cancel, change, or edit address within 24 hours of when the order was placed. **There are some situations where that can be done much later depending on the factory and when the order was placed, but as a general rule it’s 24 hours.