Enquiry Follow-Up Process

If you find unanswered emails from customers with regards to concerns such as Return to Sender(e.g. incorrect address, not claimed) and Damaged items received by the customer that we asked for photos  but have not had a response, you'll need to create a courtesy / follow-up email.

As a general rule, 48 hours is a good amount of time to wait before sending follow-up email. Please follow guidelines below:

• 1. Send 1st follow-up email and SMS.

  2. After 48 hours since step 1, send another follow-up email and SMS.

  3. After 48 hours since step 2, make a phone call and SMS (If phone number details are provided). Ensure you are calling the purchaser and not the end customer if it is a gift.

  4. After 48 hours since step 3, send final email (Order will be cancelled and we'll issue partial refund). Template can be used as follows:

Hi (Name),

We've tried to contact you a few times over the last week but unfortunately have not been able to reach you and have not received a reply. 

If you could reply to this email it would be greatly appreciated.

If we do not hear from you within 14 days I will close this ticket enquiry. Please note that if the ticket is linked to an order it may mean your order is cancelled and refunded to the value of the original order less any delivery charges / fees incurred.

Cheers,

Dianna