Hi, we’re Katie and Eric Roering; the founders of Fontana Candle Co. In 4 years we took our hobby of making candles in our basement, and selling them at craft shows and makers markets and we turned Fontana into a nationally recognized eCommerce brand. This year we are doing 7 figures of revenue and have 12 employees. So how did we do it? Welcome to The Candle Couple Podcast, where we will share the nitty gritty of scaling our e-commerce brand quickly. We are spilling the tea, so hopefully we can help you scale your brand quickly too. Today we are sharing the foundations your customer service program needs for success: clean and concise policies and procedures that are on-brand and can scale. We will discuss returns & exchanges, support with lost and stolen packages, packages that are undelieverable, and so much more. You will learn that although Katie is in charge of the Customer Care Team at Fontana, it is one of the most emotionally taxing things she does. Timestamps: 00:50 Customer Service can be emotionally taxing 1:30 Outsourcing Customer Service? 2:13 Unrealistic customer expectations 2:20 Set your policies early and have them visible 3:30 Avoid inconsistencies from customer to customer 3:54 Allow edits of orders? 5:50 Allow customers to choose their shipping options? 6:50 Allow shipping to APO addresses? International shipping? 8:20 Returns & Exchanges: Reverse Logistics 13:18 Delivered but not received 14:00 Fraudulent Claims 15:00 Chargebacks & Route Package Protection 16:40 Shipping Restrictions 17:30 Undelieverable Packages: RTS 18:58 Where do you want customers to contact you? 19:30 Software: Gorgias 20:31 Customer Service hours 20:50 Our Customer Service Benchmarks Resources: Gorgias: https://www.gorgias.com/ (Tell them Fontana Candle Co. referred you!) Previous Episode: The Software We Use: • The Software We U... Route Package Protection: https://route.com/merchants Disclaimer: Everything shared in our videos is from our own personal experience, and is intended for educational and informational purposes only. Always seek legal guidance from a business attorney and certified public accountant. Everyone is responsible for their own business structure and business practices, and we will not be held accountable. Since we love the companies we talk about so much, we may have an affiliate relationship with them. If you make a purchase through the above links, we may earn a small affiliate commission. There is no additional cost to you.