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.
If you need to reach out to some customers, email the address that you see attached in your order ([email protected]). This will automatically forward your message to the right customer.
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.
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, we recommend that you 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,
It seems 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>
Like for everything else, when a customer reaches out for a return, we follow your normal process. If you have your own return portal, we’ll issue labels via the return portal you already have. If your return process is done via email, we’ll directly connect you with the customer so that you can help them, as you would for non Flagship orders. Once you accept the return, and refund the customer, the customer will be refunded.