# Sample Delivery: Customer Support FAQ Pack

Client type: Small ecommerce brand selling reusable coffee gear

Input provided:
- Product page copy
- Shipping policy
- 8 repeated customer questions

## Customer FAQ

### How long does shipping take?

Orders are processed within 1 to 2 business days. Standard shipping usually arrives within 4 to 8 business days after processing. Customers receive a tracking link once the order ships.

### Can I put the travel mug in the dishwasher?

The stainless steel body is dishwasher-safe on the top rack. The lid should be hand-washed to protect the silicone seal and prevent coffee oil buildup.

### Does the mug fit in a car cup holder?

Yes. The 12 oz and 16 oz mugs are designed to fit most standard car cup holders. Oversized or narrow cup holders may vary by vehicle.

### What if my order arrives damaged?

Customers should send a photo of the damaged item and packaging within 7 days of delivery. The support team can offer a replacement or refund after review.

### Can I change my shipping address?

Address changes are possible before the order ships. If the order has already been handed to the carrier, the customer may need to contact the carrier directly.

## Canned Replies

### Shipping Status

Hi {first_name}, thanks for checking in. Your order is either being processed or already on its way. If it has shipped, you should have a tracking link in your inbox. Send us your order number and we can check the latest status for you.

### Damaged Item

Hi {first_name}, I am sorry your order arrived damaged. Please send a clear photo of the item and packaging, plus your order number. Once we review it, we can help with a replacement or refund.

### Product Care

Hi {first_name}, the mug body can go on the top rack of the dishwasher, but we recommend hand-washing the lid to protect the seal and keep it fresh longer.

## Escalation Rules

- Escalate refund requests over USD 100 to the owner.
- Escalate delivery disputes after 14 business days without tracking movement.
- Escalate any safety complaint immediately.
- Offer a replacement before refund when damage is verified and inventory is available.

## Handoff Notes

This pack can be pasted into a help center, support inbox snippets, Shopify Inbox, Intercom, Zendesk, Gorgias, or a chatbot knowledge base.