- Policy overview:
We understand the customer’s concerns regarding the sizing of the items.
We strive to provide accurate sizing information to ensure the best fit for our customers, however, if the correct size was ordered we cannot replace a product due to fit issues.
For future reference, please encourage the customer to refer to the size guide provided at the bottom of the product page. The size guide offers detailed measurements and can help the customer make informed choices in the future.
- Response steps:
- Apologize for the Issue: Begin by apologizing for any inconvenience the size discrepancy may have caused the customer. Acknowledge their concerns and offer support.
- Explain the Made-to-Order Process: Remind the customer that the item was made-to-order, specifically for them. This process allows for customization but may limit our ability to offer exchanges.
- Recommend Using the Size Guide: Encourage the customer to refer to the size guide provided at the bottom of the product page. The size guide offers detailed measurements and can help the customer make informed choices in the future.
- Inform About Size Variations: Let the customer know that sizes may vary up to 2 inches (5 cm) due to different production runs or vendor variations.
- Communicating with the end-user (suggested message)
Hi {user_name},
{Agent_name} here from [Partner's_name] support. Thank you for reaching out regarding your order.
We understand your concern about the sizing of the item you received. Please note that the item was made-to-order, specifically for you, which means we cannot offer an exchange.
It is recommended to refer to the size guide placed in the description of the item, at the bottom of the product page.
Your understanding in this matter is greatly appreciated. If you have any further questions, feel free to contact us again.
Regards,
{Agent_name} on behalf of the [Partner's_name] Team