In short

We designed our customer support system so that you can treat Flagship orders like any other orders, and you don’t have to do anything different from your usual workflow.

How can I reach out to customers?

If you need to contact customers, please email the address listed in your order ([email protected]). We will forward your message from that email to the corresponding customer.

How do customers reach out to me?

Customers that bought from Flagship will typically directly reach out to us for customer support requests. when a customer has a request that you can help solve, their message will be automatically forwarded to you (see image below as an example). When you reply, the customer will get the message.

What do I do when customers reach out to me directly?

It is rare, but sometimes customers will reach out directly to you. When this happens, it is important that we are in the loop so that we can refund customers when appropriate. For this reason, and to make it easy for you, please direct them to email us at [email protected]

Here is a template text that some of our partner suppliers are using:

<aside> 💡 Hi Customer Name,

Thanks for your email! It looks like you made this order on Flagship. Please reach out directly to them at [email protected], and they will be able to assist you.

Best,

Brand Name

</aside>

How do returns work with Flagship?

When a customer requests a return, we will follow the usual process. If you have an existing return portal, we will generate return labels through it.

If your return process is handled via email, we’ll reach out to you and forward the return label to the customer once it’s provided.