I-JOB

If you can see it is returned to sender.

TEMPLATE return to sender:

Dear,

Thank you for your message.

I took a moment to look into the situation of the order.
It has indeed been a while since your order.
Sorry that you haven't received anything yet.
However, I see that our delivery partner came by and unfortunately you were not home or the address is not correct.

This can of course happen but unfortunately this is why the package was sent to parcel point.
It was not picked up there and then returned to our partner.
Since we now, like you, do not have it in our hands it is gone.

Unfortunately this happens occasionally and this situation is included in our policy.

We have a couple of options for this situation:
1. We send a new order, this will cost the consumer €8.50.
2. We can realize a 25% refund.
3. We create a discount code worth 85% of your order. (Eg; order is €50 then you get a discount code worth €42.50. This you can then spend in the entire store, only online).

We understand that this is of course annoying but, as you can also see we have sent your order and cannot cover all costs to resend it.
This has already been done the first time.

Should you choose option 1 please give us your address again as confirmation.
We will then re-create the order and you will receive an invoice.

If you choose option 2, please let us know and we will set it in motion.

Option 3? Let us know, we will provide you with an online voucher that can only be spent online in our store. (So not in our physical store)

We understand that the options are not ideal, but unfortunately we cannot continue to resend orders at our expense, by not doing so we can maintain good prices.

My apologies for the way things are going I expect to have informed you sufficiently and hope for your understanding.

Please know that we are doing everything we can to solve this problem. Unfortunately, we also depend on other parties and are doing our best.

With kind regards,

Evi | customer service
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Our customer service is temporary English to help you as soon as possible.

Due to pressure we respond within 5 working days

You see that we have deliver it.

Now you gonna send to the customer the tracking URL that we have deliver it.

1. You gonna ask PROOF of delivery by servicepoints!
2. You send customer email that we have deliver it. 

Use this template: 

Dear,

Thank you for your message!
I see that it has been delivered in the meantime.
Sorry it was delayed.
Have fun with it.

Please know that we are doing everything we can to solve this problem. Unfortunately, we also depend on other parties and are doing our best.

Have a nice day

Best regards,

Evi | customer service
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Due to pressure we respond within 5 working days
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Our customer service is temporary English to help you as soon as possible.

Now you gonna check if the order is shipped.

Lookup and check the tracking URL.

You can send the URL.

Use this template:

DELIVERY 1:

Dear,

Thank you for your message.
I have checked along and see that it has been delayed.
My apologies for this, I have passed this on to our logistics department right away.
They will follow it up as soon as possible.

Please note:
Because we have all parcels collected from the warehouse once a week, you are contributing to less co2 emissions.
We chose this because we want to have as little negative impact on the environment as possible. Your parcel is already included! 📦

Check our website to track your parcel.

Unfortunately, it can sometimes take longer than we had hoped and expected.
Our apologies for this.
We hope for your patience for a while longer.

Please know that we are doing everything we can to solve this problem. Unfortunately, we also depend on other parties and are doing our best.

Have a nice day,
Best regards
Evi | Customer Service

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Due to pressure we respond within 5 working days
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Our customer service is temporary English to help you as soon as possible.

Now you gonna check if the order is shipped (check the tracking url in shopify)

Lookup and check the tracking URL.

You can send the URL.

If you see the order will be almost deliver send this template

DELIVERY 2:

Dear,
Thank you for your message!
Good of you to get in touch.
I checked along and see that the package has been on delivery for several days.
I have just contacted the delivery service.
They have notified me that the package appears to be missing.
We have received compensation for this. We have now resent it at our expense.
Apologies for this!
We expect to deliver it in about 3 to 5 business days.
Because we have all packages collected from the warehouse once a week, you are contributing to less co2 emissions.
We chose this because we want to have as little negative impact on the environment as possible. Your package will be ready to be picked up with all orders! 📦

I hope this has given you enough information and once again I apologize!
It will arrive as soon as possible.

Please know that we are doing everything we can to solve this problem. Unfortunately, we also depend on other parties and are doing our best.

Greetings,

Luuk | Logistics

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Due to pressure we respond within 5 working days
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Our customer service is temporary English to help you as soon as possible.

You gonna ask for photo:

Dear,

thanks for your message.
Could you send a picture of what you received.
Then I can take a look at what exactly is going wrong and I can pick this up.
Thanks in advance!

Evi

We cannot cancel template:

Dear,

Because the order is in transit, it is not possible to cancel the order at this time.

I understand that this is very annoying. Our apologies for the delay.

I hope you can still be patient until the package arrives.

If the order is in and you still decide you want to return the product, you can return the product and we will initiate a refund.

Sorry for the inconvenience and have a nice day!

Kind regards,

Evi | Customer Service

We cannot change it :

Dear,

Because the order is in transit, it is not possible to change the order at this time.

I understand that this is very annoying. Our apologies for this.

I hope you can still be patient until the package arrives.

If the order is in and you still decide you want to return the product, you can return the product and we will initiate a refund.

Sorry for the inconvenience and have a nice day!

Kind regards,

Evi | Customer Service

Custom wants return use this templates. Start by 1.

[TEMPLATE 1]

Dear,

Thank you for submitting your return request.
Before we proceed, we would like to confirm that you are sure you want to return the product.
1. In addition, could you please let us know which order it is?
2. Photo of the product you received
3. Reason for return

We look forward to hearing from you.
Kind regards,

Evi | customer service

[TEMPLATE 2]

Dear,

We understand that you are considering returning the product, but we would like to offer an alternative solution that is both environmentally friendly and beneficial to you. Of course only if you prefer this yourself.
Instead of returning the product, we offer you a refund of 20% of the total purchase price. This allows you to keep the product and get a partial refund at the same time.
We strongly believe in reducing unnecessary emissions and waste, and we hope this alternative offer is an attractive option for you. If you agree to this proposal, we will process the refund as soon as possible.
Please let us know if this is acceptable to you. We are ready to help you and provide you with a positive experience.

Kind regards,

Evi | customer service

[TEMPLATE 3]

Dear,

Thank you for your earlier comment and your consideration of our alternative offer.
We understand that you may not have been completely satisfied with the 20% discount offer in mail 2. Therefore, we would like to make an improved offer that is more responsive to your needs.
As an alternative to returns, we would like to offer you a refund of 40% of the total purchase price. This allows you to keep the product while getting a significant portion of your money back.
We hope that this offer more closely matches your expectations and contributes to a solution. Please let us know if you agree with this proposal. If so, we will immediately transfer the cashback and you will have the amount in your account within 2-3 days.
We look forward to hearing from you.

Kind regards,

Evi | customer service

[TEMPLATE 4]

Dear,

We would like to thank you again for your patience and understanding during this process.

We are sorry to hear that our previous offer of a 40% refund did not quite meet your expectations.
As a last chance to reach a satisfactory solution, we would like to make an exceptional offer. Instead of returning the product, we are now offering you a refund of 60% of the total purchase amount. In fact, with this offer, you only pay the purchase price of the product.

We want to emphasize that this is our extreme offer.

Our goal is to ensure that you are satisfied with your experience with us.
We hope that this offer provides an appropriate solution and that we can come to a positive conclusion to this matter. Please let us know as soon as possible if you agree to this offer.

Sincerely,

Evi | customer service

[template 5]

Dear [Name],

Thank you for your message.

If you don't accept the offer to refund 70% of your order, I completely understand. You want a full refund, we'll take care of that!

Return Policy:
1. Return at your own expense.
2. With track & trace so we can track it
3. Within 14 days of receipt
4. At your own risk
5. In the return package: name, email & order number.

If any of these conditions are not followed, the return cannot be processed.

Do you comply with everything? Then you can return the order in its original packaging to the following address:
Street& no: Belisiapark 7 bus 13
Zip: 3740
City: Bilzen
Country: Belgium

Please let me know when this is successful? Once we have received the return, we will check it thoroughly, if all is well then you will receive the refund within 4 weeks.

Should you still opt for 70% cash back you can still choose that now.

Sincerely,
Evi | customer service

Custom wants return use this templates.

Dear,

thank you for your message and order!

Annoying that you are not satisfied with the product and want to return it.

I just checked along and see that the order was ordered in the promotion. In this case it is not possible to return it.
My only option is 25% off the next order.

This content is part of our return policy.

My apologies I understand that it is annoying.

Please know that we are doing everything we can to solve this problem. Unfortunately, we also depend on other parties and are doing our best.

Kind regards,

Evi | Customer Service
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Due to pressure we respond within 5 working days
----
Our customer service is temporary English to help you as soon as possible.