Service Requests
The customer complains of their order being short 25 pieces. What do you do?
Fill out a service request
The customer placed their printed order 2 days ago. They are asking for a ship date. What do you say?
Production time is 5-7 business days.
We do not provide ESD for an order still within the timeframe
You are going to be late, who do you text?
Izzy and Alicia
What is the standard weight for envelopes
24lb
Do we ship to Argentina?
We can only ship outside of the US/Canada if customers provide their own shipping account
The customer complains about an order placed in 2024, what do you do.
Advise them of the typical 14 day window for returns/issues.
If they still push back- A service request can still be filled out but no guarantee
The customer ordered a sample and a notebook, why can't they track the shipment?
Anything ordered with a sample will ship VIA USPS first class which do not include tracking.
If you work the 8:30 shift. What time do you put yourself in available?
8:55am
This is the type of flap most business envelopes use
commercial flap
The customer is requesting to update the quantity of a printed order that has already been sent to production. Can we accommodate their request?
No. Changes are not accepted once the order has entered production.
The customer complains of their envelopes being defective, they were able to use them. What is your response?
I am happy you considered the items usable. For any future orders please reach out to us ASAP so we can resolve this for you.
** If the customer asks for anything more, fill out a service request**
The customer placed their plain order today at 12, when will it ship?
95% of plain orders are shipped same day.
How long should you snooze a ticket for?
Indefinitely
These envelopes include a built-in return flap for collecting donations, payments, or forms
remittance envelopes
This is the term for artwork that goes all the way to the edge, which we cannot always print.
Full Bleed
My service request shows waiting on prod on the tracker, what update do I give my customer?
Your service request is still being reviewed. I will provide an update once a decision has been made.
The customer is asking for an update on a printed order. It is passed the typical production time. I see another rep (Non-Dream Team) asked for an update in the printed channel. Do I do the same?
No. Remember some reps do not have access to the Customer Service Email. Please search the order in the email to see if any updates have been sent. If not, you may request one.
I'm working the late shift, my customer has a question that I am unsure of. Everyone else has left for the day. What do I do?
Advise your customer you will be looking into it with your team and ask to reach back out within 24 hours.
Then follow up with the appropriate team to help you.
This announcement envelope fits a 5 x 7 card
What is an A7
This is the day your tracking number becomes active.
pickup scan day