- Policy Overview
We are doing our best efforts to be responsive to customer requests and changes, however as the orders are produced on demand, changes can be applied only before the order has started production or before shipping (for address changes). - Determine if the item has been shipped.
- Check shipment status: Look for a tracking link in the order details.
- If a tracking link exists: The item has been shipped.
- If no tracking link exists: The item most likely has not been shipped.
- Check shipment status: Look for a tracking link in the order details.
- Response if the item has been shipped:
- Changes are not possible: Once an item is shipped, modifications to the order cannot be made.
- Communicating with the end-user (Suggested message)-
Hi {user_name},
{Agent_name} here from [Partner's_name] support. Unfortunately, your order has already been shipped, and we're unable to make any changes to the item or address at this time. You can track your package here: [Insert tracking link].
We sincerely apologize for any inconvenience this may cause.
Please feel free to reach out with any further questions.
Kind Regards,
{Agent_name} on behalf of the [Partner's_name] Team
- Response if the item has not been shipped:
- Potential for change: If the item has not yet been sent to production, modifications may still be possible.
- Action steps:
- Obtain the new item variant or shipping address from the end-user.
- Contact Covver’s team to confirm if the change can be accommodated.
- Communicating with the end-user (Please send the message only after Covver has confirmed the change is possible):
Hi {user_name},
Good news! We were able to update your order with the new [address/item]. Your updated order should be on its way soon. You'll receive a tracking link once it's dispatched.
If you have any more questions, please let us know.
Kind Regards,
{Agent_name} on behalf of the [Partner's_name] Team