WRITING SAMPLES
How I respond
Written examples showing my approach to common support situations. These are samples, not transcripts of past conversations.
01
DELAYED ORDER
A customer writes in asking why their order has not arrived, three days past the expected date.
Hi Grace,
Thank you for reaching out, and I am sorry for the delay. I have checked your order and it is currently with the courier, running behind schedule because of a backlog at the local hub.
I have flagged it for priority handling, and you should receive it within the next two working days. I will also follow up with you directly once it is out for delivery, so you are not left checking in on your own.
If it has not arrived by Thursday, please reply to this message and I will look into a replacement or refund right away.
Thank you for your patience.
Abimbola
02
PRODUCT ENQUIRY
A customer asks if a product is available in a different size and how long shipping will take.
Hi Daniel,
Good question. That item is available in medium and large, and both are currently in stock. Shipping within Lagos usually takes one to two working days, and three to five days for other states.
If you let me know which size and your location, I can confirm the exact delivery estimate before you place the order.
Happy to help with anything else in the meantime.
Abimbola
03
REFUND REQUEST
A customer received the wrong item and wants a refund rather than a replacement.
Hi Ngozi,
I am sorry about that. Receiving the wrong item is frustrating, and a refund is completely fair here.
I have started the refund on our end, and it should reflect in your account within three to five working days. You will get a confirmation message once it is processed.
If you are able to, could you send a quick photo of the item you received? It helps us catch where the mix up happened so it does not repeat.
Thank you for flagging this, and again, I am sorry for the inconvenience.
Abimbola