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Response decision tree


Quick links

Overall > Question already answered

Have Not Received Order (Yet) > Emails for “Have Not Received Order (Yet)”

Please be patient

Cancel order

Returned to sender

Order was delivered #1

Order was delivered #2

Order was clearly lost

Given Wrong Address > Emails for “Given Wrong Address”

Address is correct

Address can’t be changed

No Order Confirmation Received > Emails for “No Order Confirmation Received”

Can’t find order

Confirmation resend

Order Arrived Damaged > Emails for “Order Arrived Damaged”

Claim too late

Thank you for the evidence

Return Order > Emails for “Return Order”

Return too late

Hygienic product #1

Hygienic product #2

Already used

Not sure used

Partial refund

Returned without permission

Received Wrong Product > Emails for “Received Wrong Product”

Claim too late

Thank you for the evidence

Question not in Help Center > Emails for “Question not in Help Center”

Thanks for your submission

Overall

Good to know

Customer help center:         Help Center

Customer return policy:        Return policy

15% discount code:                c3Vra2Vs

Order status page:                 Accessible from Shopify order page

Good to know

Some products can’t be returned, these include:

  • Used products

Overall

  • If the customer doesn't fill in the complete form or information they provide is wrong. Please ask them to send missing information before you continue.
  • If a customer keeps on emailing you when you have already given them a sufficient answer, send email: ‘Question already answered’.

Question already answered

Hello,

Thank you for your message. Since I’ve already provided this information in a previous email, I’m not able to give a different answer.

Please see our Help Center if you have another question for us.

Kind regards,

Karen

Team 123superdeals.nl

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Response decision trees

Have Not Received Order (Yet)

  1. Was the order placed less than 6 weeks ago?
  1. Yes:
  1. send email: ‘please be patient’.
  2. If they want to cancel order, send email: ‘cancel order’.
  3. Set ticket to ‘solved’.
  1. No: see step II.

  1. Was the latest tracking update less than 1 week ago?
  1. Yes:        
  1. send email: ‘please be patient’.
  2. If they want to cancel order, send email: ‘cancel order’.
  3. Set ticket to ‘solved’.
  1. No: see step III.

  1. Was the order returned to the sender or failed delivery?
  1. Yes:
  1. send email: ‘returned to sender’
  2. put data in sheet ‘Order lost’.
  3. assign ticket to Super Deals in Zendesk
  1. No: see step IV.

  1. Was the order delivered but the customer did not receive it?
  1. Yes:
  1. send email: ‘order was delivered #1’.
    If they keep on emailing,
  2. send email: ‘order was delivered #2’.
  3. Put data in sheet ‘Order lost’.
  4. assign ticket to Super Deals in Zendesk
  1. No: see step V.

  1. Was shipment cancelled, clearly lost (idle for 40+ days) or no tracking?
  1. Yes:
  1. send email: ‘order was clearly lost’.
  2. Put data in sheet ‘Order lost’.
  3. assign ticket to Super Deals in Zendesk
  1. No: Please contact us with the problem.

Emails for “Have Not Received Order (Yet)”

Please be patient

Hello,

As you can read in the confirmation email you received from us (and on the product page on the website), the average delivery time is two to four weeks. For some orders this may take a little longer due to delayed delivery. Please see the product page for the most accurate delivery times.

We hope to have informed you sufficiently. If you have any other questions, we will be happy to answer them!

Kind regards,

Karen

Team 123superdeals.nl

Cancel order

Hello,

After an order has been processed, it can no longer be cancelled. Of course you can return the product after receiving it. Please see our return policy to see if your product is applicable for return.

Kind regards,

Karen

Team 123superdeals.nl

Returned to sender

Hello,

Although we have not received your order back yet, we see that your order has been delivered to your local post office.

Because you failed to pick it up on time, the order was returned. Therefore we consider this as a return shipment. After all, the order will be returned within 14 days after delivery.

We will honor your wishes and send a new product or refund the purchase amount minus any applicable return costs. I hope this answers your question. For other questions, you can always contact us!

Kind regards,

Karen

Team 123superdeals.nl

Order was delivered #1

Hello,

We see that your order has already been delivered on [enter delivery date]. You can see on this tracker [enter tracker URL]. Please make sure that your order wasn’t delivered to the neighbors, the local postal office or signed for by a roommate.

We hope to have informed you sufficiently with this!

Kind regards,

Karen

Team 123superdeals.nl

Order was delivered #2

Hello,

As I’ve already stated, the order was delivered. We’ll ask the shipping company to start an enquiry.

Kind regards,

Karen

Team 123superdeals.nl

Order was clearly lost

Hello,

What a shame to hear that your order hasn't arrived yet! Looks like it has been in the same place with the carrier for quite some time now, so we consider it 'lost in transit’. Unfortunately we don't receive a notification of this, because technically it is still on its way to you.

Because of this inconvenience I would like to offer you a 15% discount on a possible next order with the personal code: c3Vra2Vs

Again, excuse the inconvenience. We will adhere to your wishes and resend the order!

Kind regards,

Karen

Team 123superdeals.nl

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Given Wrong Address

  1. Is the address really incorrect?
  1. Yes: go to step II.
  2. No:
  1. send email: ‘address is correct’.
  2. Set ticket to ‘solved’.

  1. Was the order placed less than 2 working days ago?
  1. Yes: Please contact us with correct address
  2. No:
  1. send email: ‘address can’t be changed’.
  2. contact us with customer response.
  3. Set ticket to ‘solved’.


Emails for “Given Wrong Address”

Address is correct

Hello,

Your address seems to be correct, please be patient for delivery.

Kind regards,

Karen

Team 123superdeals.nl

Address can’t be changed

Hello,

Your order has already been fulfilled and can’t be changed. In case the product cannot be delivered, it will be sent back to us and then we can resend the product to the correct address.

Kind regards,

Karen

Team 123superdeals.nl

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No Order Confirmation Received

  1. Can you find the order with the given information?
  1. Yes: go to step II.
  2. No:
  1. Send email: ‘can’t find order’.
  2. Set ticket to ‘pending’.
  3. Was the order placed at FortyTwo Shops? It’s ours. If not, please notify the customer that the order was placed at a different webshop.

  1. Is the given email address different than submitted with the order?
  1. Yes:
  1. Change email in Shopify.
  2. Resend confirmation email via Shopify.
  3. Send email: ‘confirmation resend’.
  4. Set ticket to ‘solved’.
  1. No:
  1. Resend confirmation email via Shopify.
  2. Send email: ‘confirmation resend’.
  3. Set ticket to ‘solved’.



Emails for “No Order Confirmation Received”

Can’t find order

Hello,

I can’t seem to find your order with the given information. Could you maybe share a screenshot of your bank transaction statement? Please make sure to make any private information unrecognizable.

Kind regards,

Karen

Team 123superdeals.nl

Confirmation resend

Hello,

Thank you for letting us know. We’ve sent the confirmation again to the given email address.

Kind regards,

Karen

Team 123superdeals.nl

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Order Arrived Damaged

  1. Was the order delivered less than 7 days ago?
  1. Yes: go to step II.
  2. No:
  1. Send email: ‘claim too late’.
  2. Set ticket to ‘solved’.
    If they keep on emailing about not accepting this.
  3. Upload the video to Google Drive, and get a sharable link.
  4. Put the order data in the sheet at tab ‘Order damaged’.
  5. Assign ticket to Super Deals.

  1. Is the damage clearly described and visible on the video?
  1. Yes:
  1. Send email: ‘thank you for the evidence’
  2. Upload the video to Google Drive, and get a sharable link.
  3. Put the order data in the sheet at tab ‘Order damaged’.
  4. Assign ticket to Super Deals.
  1. No:
  1. Ask the customer to share a clear video and description.

Emails for “Order Arrived Damaged”

Claim too late

Hello,

As stated in our general terms and conditions, a fabrication defect should be reported within 7 days upon arrival. Since this period has passed, we can’t help you since it’s not clear that this is a fabrication defect or due to using the product incorrectly.

We hope to have informed you sufficiently.

Kind regards,

Karen

Team 123superdeals.nl

Thank you for the evidence

Hello,

Thank you for sharing the photo/video of the damage. We’ll contact the supplier and get back to you with a solution as soon as possible!

Kind regards,

Karen

Team 123superdeals.nl

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Return Order

  1. Was the order delivered less than 14 days ago?
  1. Yes: go to step II.
  2. No:
  1. Send email: ‘return too late’.
  2. Set ticket to ‘solved’.

  1. Is the product a hygienic product? (see tags in Shopify)
  1. Yes:
  1. Send email: ‘hygienic product #1’.
  2. Set ticket to ‘solved’.
  3. Answer no? Send email: ‘hygienic product #2’.
  4. Answer still no? Tell them that’s the best you can do.
  5. Answer yes? Add data to the sheet ‘Return order’ with 20% refund.
  1. No: go to step III.

  1. Is the product already used?
  1. Yes:
  1. Send email: ‘already used’.
  2. Set ticket to ‘solved’.
  1. Not sure:
  1. Send email: ‘not sure used’.
  2. Set ticket to ‘pending’.
  1. No: go to step V.

  1. Customer has returned the product without a return request or permission.
  1. Yes:
  1. Send email: ‘returned without permission’.
  2. Set ticket to ‘solved’.
  1. No: go to step VI.

  1. None of the above?
  1. Answer no? Send email: ‘partial refund’.
  2. Add the answer of the customer to the sheet ‘Return order’.
  3. Assign ticket to Super Deals.

Emails for “Return Order”

Return too late

Hello,

As stated in our general terms and conditions, you can only return a product within 14 days upon arrival. Since this period has passed, we can’t help you any further.

We hope to have informed you sufficiently.

Kind regards,

Karen

Team 123superdeals.nl

Hygienic product #1

Hello,

Thank you for your message!

Unfortunately we can't return this product due to hygienic reasons. For more information I would like to refer you to the return policy.

However, we would like to offer you a 20% discount on a possible next order with the personal code: c3Vra2Vs.

Kind regards,

Karen

Team 123superdeals.nl

Hygienic product #2

Hello,

As can be read in our return policy, sporting goods fall under hygienic products. And just like underwear, medical products, foodstuffs, fresh products are excluded from the right of withdrawal.

What I can offer you, however, is to convert the aforementioned discount code into a partial refund. You are then allowed to keep the product and this part will be refunded to you.

I would like to hear if you agree to this!

Kind regards,

Karen

Team 123superdeals.nl

Already used

Hello,

As stated in the returns policy, unfortunately we cannot accept returns of products that have already been used, for more information please refer to the returns policy.

However, we would like to offer you a 15% discount on a possible next order with the personal code: c3Vra2Vs.

Kind regards,

Karen

Team 123superdeals.nl

Not sure used

Hello,

Too bad to hear that you didn’t like the product you’ve ordered!

We’re really eager to help you in getting the most out of your product. Could you share with me in what way you didn’t like your product? Was there maybe a problem with it that we can solve for you?

Kind regards,

Karen

Team 123superdeals.nl

Partial refund

Hello,

I’m sorry to hear that you are not satisfied with your product! We know that returning a product can be a real hassle. You have to pack it, bring it to a post office and pay the returning shipping fee.

That’s why we would like to offer you a partial refund of 50%. This way you may keep the product for half the price, and save you the trouble of sending it back and paying the shipping costs.

Please let me know if i can arrange this partial refund for you and save you the trouble of returning!

Kind regards,

Karen

Team 123superdeals.nl

Returned without permission

Hello,

As stated in our general terms and conditions, returns must be submitted in advance through our Help Center. In addition, the correct return form needs to be added for processing at the fulfillment company of our many different suppliers.

Unsolicited and unsubscribed returns can and will not be processed or returned. If you're able to retrieve your product, we'll be happy to re-evaluate your return application.

Since you did not follow the clearly described steps for the return process, there's nothing more we can do for you.

However, we would like to offer you a 15% discount on a possible next order with the personal code: c3Vra2Vs.

Kind regards

Karen

Team 123superdeals.nl

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Received Wrong Product

  1. Was the order delivered less than 7 days ago?
  1. Yes: go to step II.
  2. No:
  1. Send email: ‘claim too late’.
  2. Set ticket to ‘solved’.
    If they keep on emailing about not accepting this.
  3. Upload the video to Google Drive, and get a sharable link.
  4. Put the order data in the sheet at tab ‘Wrong product’.
  5. Assign ticket to Super Deals.

  1. Is the wrong product clearly shown in the photo?
  1. Yes:
  1. Send email: ‘thank you for the evidence’
  2. Upload the photo to Google Drive, and get a sharable link.
  3. Put the order data in the sheet at tab ‘Wrong product’.
  4. Assign ticket to Super Deals.
  1. No:
  1. Ask the customer to share a clear photo of the wrong product.


Emails for “Received Wrong Product”

Claim too late

Hello,

As stated in our general terms and conditions, a wrongfully delivered product should be reported within 7 days upon arrival. Since this period has passed, we can’t help you since it’s not clear if this is the product we’ve sent you.

We hope to have informed you sufficiently.

Kind regards,

Karen

Team 123superdeals.nl

Thank you for the evidence

Hello,

Thank you for sharing the photo/video of the product. We’ll contact the supplier and get back to you with a solution as soon as possible!

Kind regards,

Karen

Team 123superdeals.nl

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Question not in Help Center

  1. Can you easily solve the question with 1 email?
  1. Yes: Solve questions however you see fit.
  2. No:
  1. Send email: ‘Thanks for your submission’.
  2. Set ticket to ‘solved’.


Emails for “Question not in Help Center”

Thanks for your submission

Hello,

Thank you for your submission. If we find your question imperative, we’ll add it to our Help Center.

For all other questions, please see our Help Center.

Kind regards,

Karen

Team 123superdeals.nl

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