Level 1
What are our core undies made of?
MicroModal
What is Brand Voice?
The way a company wants to present itself to the public.
Are there thongs available for men?
Yes! It's called the Pouch Front Thong. We also have a Jockstrap.
When do we restock Classic colors?
Monthly to Quarterly
In our New Return Policy, if the customer just wanted to return 1 pair of undies or socks, what should we do? What will the customer be doing with the item?
Process the refund and let them keep the item. Then, educate them about our Return Portal
How many prints do we release each month?
Up to 10 prints each month.
Good morning! While these are ultra-comfortable and silky smooth, I do notice that throughout the day I find myself re-adjusting them because they constantly ride up while I move around. They do fit snugly around my thigh. Any help is appreciated. Thank you!
Riding up is usually a sizing issue so it’s best to recommend going one size up and see if it works for them.
What Product Defect is this?
"Hello! The underwear that I ordered has a hole in the side." - Hannah Placzek
Hole
I just completed my order but I intend to use my AmEx card instead of my Visa Card. I already added the AmEx card to my account. Can you change the payment method for me?
(Hint: Order status is "Draft" in XB Portal.)
Tell the customer we can’t change the payment method once an order is completed.
Instead, offer to cancel the order and process a new one.
What Order Status Inquiry is this?
"My girlfriend changed apartments and I did not change the address in time for the last order. She went to the old apartment and tried to get it from them and they told her that they returned it to you. I'm just wondering what happens from here. Thank you." - Emily Bowden
Return to Sender
What products (categories) do we have?
Undies
Bralettes
Socks
Swim
Apparel
Accessories
Packs
Gift Cards
Are the boxer briefs normal or are they long-legged boxer briefs? Do you recommend the boxer briefs or the trunks?
Our Boxer Brief is longer than our Trunks. A normal Boxer Brief will cover about half of your thigh, but our Boxer Briefs cover about a third.
For recommendation, we can totally tell the customer that our Boxer Brief is our most popular men’s style as it has more coverage. If they prefer less coverage, they can opt for our Men’s Trunks. We can also offer the Long Boxer Brief w/ fly.
A type of customer feedback where a customer reaches out just to tell us how much they love us and our product.
Customer Love
Good day! I forgot to skip my membership for Cheeky Brief this month but the order just got processed. Is there a way to have this order canceled?
(Hint: Order status is "DC allocated" in XB Portal.)
Inform her we can no longer cancel an order once placed. If it's her first, refund the order by covering the pair using our PFP/NRP.
What Order Status Inquiry is this?
"Hi there, I was wondering when you are actually going to be shipping out my package. It has been 'Packed, and ready to ship' for over 9 days now... Shipping says it will arrive today or tomorrow. But it says it hasn't left the warehouse on the tracking page. Thanks." - Rylie Matson
No Tracking Updates (Warehouse)
What products are part of our Membership?
Undies, socks, and bralettes.
How do I wash the undies and socks? Like soap temp and such. I've never really hand-washed clothes and I want to keep them in top shape if possible.
Educate customers about our care instructions.
For the best performance of our products, we usually recommend hand washing and laying the undies flat to dry. If you must use a machine, please wash cold and tumble dry low as well as make sure not to bleach/iron or dry clean. You can also use whichever detergent you normally use to wash your clothes, but I suggest using the liquid one. And to preserve bright colors, keep it light and bright! Wash bright colors with bright colors and hand wash cold. When wet, keep bright-colored MeUndies away from other fabrics to avoid bleeding.
I accidentally ordered a onesie twice and the wrong sizes. Can you please cancel my orders R783422094 and R348342320?
(Hint: Order's status in XB Portal is "Manifested")
Inform the customer we're unable to cancel. They can place a new order (new charge) and get a refund for the original orders once they get back to us.
I would like to return the size small Women's Lounge Pants I ordered in Black. They're so soft but unfortunately not very flattering on my figure. I already tried them on.
What's our next step? What will the customer do on their end?
Process the return for them. Shoot them with a return label. And educate about our Return Portal.
Name the Type of Customer Feedback
"I just want to comment that the commercial I just saw for your company is revolting."
Marketing Feedback
It is when a customer reaches out to share their thoughts on one of our products.
Product Feedback
What Product Defect is this?
"The pair of briefs I ordered had some of the stitching on the leg part come undone." - Sarah
Loose Stitching
Hello, team! I just placed my first order for 1 pair of socks and would like to cancel it. However, it looks like it's already on its way to me so I don't think we can still cancel it. (Order is indeed shipped)
Refund the customer - on the house!
What are the stages in XB Portal that still allow us to cancel an order?
Not in XB
Draft
Assigned to Pre/Re Processor
Released
This could be a defect or a non-defect. The synonym of lint-balls, fuzzball, or bobble
PILLING