SellerTone guides

Fulfillment delay path: If the order is not moving yet, start with supplier delay, out-of-stock, or pre-order delay wording. If the order is paid but not handed to a carrier, use order not shipped yet. Once tracking exists, move to shipping delay, carrier delay, or missing package replies.

Choose by situation:

• Address, delivery instructions, and order notes: confirm the address, clarify gate codes or pickup notes, respond to an address change request, handle a wrong shipping address after order, or handle a gift message/order note request.
• Shipping in transit: use tracking number, return tracking not updating, delivery estimate, split shipment, delivery attempted, shipping delay, carrier delay, carrier exception, changed mind after shipping, or missing package wording.
• Post-delivery problems: start with photo evidence, damaged item, defective item troubleshooting, wrong item, missing item from package, delivery photo proof, delivered to wrong address, or warranty claim guides.
• Refunds, payments, sizing, and order changes: compare refund request, refund process, refund approved but not received, refund delayed after return received, partial refund, payment failed, return, return label not received, return window expired, exchange, size chart and fit questions, product compatibility, change product variant after order, cancellation request, and invoice or receipt request paths.
• Public tone and escalation: use complaint, angry customer, negative review, or late delivery apology examples before replying publicly.

These shortcuts are navigation aids only. Always adapt the selected wording to the actual order record, store policy, marketplace rules, and what the buyer has already been told.

Carrier exception path:

When tracking shows an exception, first decide whether the scan is temporary, action-required, or final before choosing a reply.

1. Carrier exception: use this for weather, address/access, damaged-label, operational-hold, or investigation scans.
2. Carrier delay and shipping delay: use these when the package is still moving but slower than expected.
3. Delivery attempted, returned to sender, and missing package: use these when the exception becomes action-required or final.

This path is a support-writing aid only. It does not change SellerTone checkout, pricing, carrier settings, labels, refunds, payment handling, or customer data.

Tracking number scan path:

When a buyer asks for tracking, choose wording by the verified carrier stage rather than pasting the same reply every time.

1. Tracking number: use this for label-created, first-scan, active movement, broken-link, exception, or delivered-but-not-found first replies.
2. Order not shipped yet and order status update: use these when no tracking exists yet.
3. Carrier delay, carrier exception, and missing package: use these when carrier status requires investigation.

This path is a support-writing aid only. It does not change SellerTone checkout, pricing, labels, carrier settings, payment handling, customer data, or marketplace workflows.

Store credit path:

When a buyer asks for credit, separate the request from the final remedy before replying.

1. Store credit: review eligibility, redemption limits, privacy handling, and whether credit is an approved option.
2. Refund request: use this when the buyer wants money back or policy review is still open.
3. Exchange and replacement: use these when the buyer wants another item instead of credit.

This path is a writing aid only. It does not change SellerTone checkout, pricing, refund policy, payment handling, tax handling, or customer-account workflows.

Partial refund amount path:

When a buyer asks for a partial refund, separate the reason, amount, payment path, and privacy boundary before replying.

1. Partial refund: use this when an amount explanation, goodwill adjustment, minor-damage review, or price-adjustment response is needed.
2. Refund request: use this when the buyer is asking for a full refund or the refund decision is still open.
3. Store credit, replacement, and warranty claim: use these when the better answer may not be money back.

This path is a support-writing aid only. It does not change SellerTone checkout, pricing, refund policy, payment handling, tax handling, or customer-account workflows.

Payment failed triage path:

When a buyer says payment failed or they were charged without a confirmed order, separate checkout status, provider status, and support-safe detail requests before replying.

1. Payment failed: use this when payment is declined, expired, pending, not completed, or disputed against an unpaid store record.
2. Refund process and refund approved but not received: use these only when a paid order and refund stage are confirmed.
3. Invoice or receipt request: use this when the payment succeeded and the buyer needs safe purchase documentation.

This path is a support-writing aid only. It does not change SellerTone checkout, pricing, payment processing, refund policy, tax handling, payout settings, or customer-account workflows.

Refund lifecycle path:

When a buyer asks about money movement, choose the guide by the exact refund stage instead of jumping straight to a promise.

1. Refund request: acknowledge the request, restate the policy checkpoint, and collect the minimum order context before deciding.
2. Refund process: explain that the refund is being processed and separate store action from bank/card processing time.
3. Refund approved but not received: confirm what was already approved, suggest payment-account checks, and avoid guaranteeing a bank timeline.
4. Refund delayed after return received: use this when carrier delivery or warehouse receipt exists but refund review, submission, amount, or provider posting is still unclear.
5. Partial refund: explain the amount, reason, and remaining options without reopening unrelated policy promises.
6. Payment failed: use this when no successful charge exists yet, so the reply should not sound like a refund has been issued.

This path is a writing aid only. It does not change SellerTone pricing, checkout, refund policy, payment handling, or customer-account workflows.

Post-delivery problem path:

When the package arrived but the buyer reports a problem, start by separating evidence, product condition, fulfillment mismatch, and delivery proof before choosing a reply.

1. Photo evidence request: ask for the minimum useful photos without sounding accusatory or asking for private data.
2. Damaged item or defective item troubleshooting: separate transit damage from product-function issues and include safe stop-use wording when needed.
3. Wrong item received or missing item from package: confirm SKU, quantity, packaging, and order context before promising a reshipment or refund.
4. Delivery photo proof and delivered to wrong address: compare carrier evidence with the buyer's address details before escalating.
5. Product not as expected: use this when the delivered item may match the order record but the buyer expected a different color, size, material, bundle, or quality level.
6. Warranty claim: use this when the issue appears after use and needs a warranty window, evidence, exclusions, troubleshooting, and approved next-step review.

This path is a support-writing navigation aid only. It does not change SellerTone product files, checkout settings, refund rules, warranty terms, carrier handling, or customer-account workflows.

Usage note: SellerTone guides and templates are writing aids. Review each message against your own store policy and customer situation before sending.