Address & Location Issues
Hello {{ticket.customer.firstname}},
Thank you for confirming your address. Your order {{ticket.customer.integrations.shopify.orders[0].name}} has been received and is being processed.
Orders are packed hourly and picked up daily at 3:00 PM EST, Monday through Friday. We will email you a confirmation once it ships, which will also include tracking information.
If you have any questions in the meantime, please don't hesitate to reach out.
Have a great day!
Confirmation address
Hello {{ticket.customer.firstname}},
To best determine how much your dog should be eating, we recommend using our Dog Food Calculator.: https://bullymax.com/blog/dog-food-calculator-cups/
This tool will help determine how much food your dog requires daily and how long 15 lbs of food will last them.
You can also use the Bully Max measuring scoop in order to accurately measure each cup: https://shop.bullymax.com/products/dog-food-measuring-scoop
Have a great day!
❓ How much should I feed my dog / How long will a bag of food last? [AI Compatible]
Hello {{ticket.customer.firstname}},
{{current_user.firstname}} here from Bully Max Team. Just following up with your order {{ticket.customer.integrations.shopify.orders[0].name}} which is still on hold because it has been flagged for potential fraud.
Please send a photo of your driver's license or state-issued ID matching your billing address. We'll need this to process your first order.
Please provide this at your earliest convenience to avoid your bullymax.com: http://bullymax.com/ shipment being delayed.
Thank you & have a great day.
follow up fraud
Hello {{ticket.customer.firstname}},
My name is {{current_user.firstname}}. I'm happy to help you.
I looked into this for you and found that your refund for order {{ticket.customer.integrations.shopify.orders[0].name}}was successfully issued on {{ticket.customer.integrations.shopify.orders[0].created_at|datetime_format("MMMM d YYYY")}}. Refunds typically take 3-5 business days (Monday - Friday) to reach your account but can take up to 10 business days depending on your financial institution.
I suggest reaching out to your bank with the Acquirer Reference Number (ARN) corresponding to the refund. This is a unique number assigned to a card transaction as it moves through the payment flow. You can take the ARN to your bank, which will be able to provide more information about when the refund will be available. Here is your ARN: ________.
I hope this information was helpful.
Please let me know if I can offer any further assistance.
Have a wonderful day!
Kind regards,
💵 I still haven't received my refund -Acquire Reference Number
Hi {{ticket.customer.firstname}},
My name is {{current_user.firstname}} from Bully Max.
I am contacting you to inform you that your order #{{ticket.customer.integrations.shopify.orders[0].name}} has an updated shipping cost.
Unfortunately, the SHIPPING AMOUNT paid that was quoted for your order was incorrect. The correct cost of shipping your order to {{ticket.customer.integrations.shopify.orders[0].shipping_address.province}} is ACTUAL SHIPPING COST. I am happy to provide you with an invoice for the extra cost associated with the shipping. If you prefer not to move forward with this order, I can cancel this order for you.
Please reach out and let us know how you would like to proceed.
Sincerely,
Update shipping amount
Hello {{ticket.customer.firstname}},
{{current_user.firstname}} here from Bully Max. We have attempted to contact you several times to correct your invalid shipping address but have not received any response. Unfortunately, we have had to cancel your Bully Max order.
If you wish to proceed, kindly place a new order on the website https://shop.bullymax.com/ and include the apartment or suite number (if needed).
I've also refunded your last order, {{ticket.customer.integrations.shopify.orders[0].name}}. Please allow 3-5 business days (Monday - Friday) to process the refund. Funds will be reimbursed using the original form of payment used for the purchase.
Have a great day!
Sincerely,
No response refund invalid address
Hi {{ticket.customer.firstname}},
We have recently introduced a larger bag size on our Bully Max 24/14 High Protein & Growth Puppy Food. This change helps us reduce the amount of packaging material used and improves our operations, enabling us to fulfill your orders more efficiently. Our 15lb bags are resealable to maintain product freshness. And with any bag size, we recommend that you store food in the original packaging and not transfer the kibble to another container to maintain freshness and product quality.
24/14 - 15 lbs. bag update
Hi {{ticket.customer.firstname}},
I would recommend using Paypal, AmazonPay, ApplePay, or GooglePay as an alternative payment method. These are all available at the top of the checkout page.
Unfortunately, we don't control what the credit card processor accepts or rejects.
If there are no issues with the funds, it's likely an issue due to an address mismatch on the billing & shipping addresses.
If you still need a hand, please reach back out to us.
We'll see if we can come up with another solution.
Thank you & have a great day!
💳 Credit Card won't work
Hello {{ticket.customer.firstname}},
We received your return request. However, it does not qualify for a refund for one (or more) of the following reasons:
1.) We must receive your item within 14 days of the receipt of the product to process your return. Your order date was on: {{ticket.customer.integrations.shopify.orders[0].created_at|datetime_format("MMMM d YYYY")}}.
2.) Returns for open items or bulk purchases will not be accepted.
3.) Open bags of dog food are ineligible for a refund. If you’re trying the food for the first time, we recommend ordering a 5 pound bag.
4.) Open bags or open bottles of supplements will not be accepted. If you’re trying our supplements for the first time, we recommend purchasing a single unit.
You can find more information on our policy here: https://bullymax.com/bully-maxs-hassle-free-return-policy/
Sincerely,
📦🔙RETURN DENIED [AI Compatible]
Copy and paste this to subject: Bully Max Order {{ticket.customer.integrations.shopify.orders[0].name}} Canceled Exceeded Shipping Weight Limit
Hi {{ticket.customer.firstname}},
Thanks for your recent order. Unfortunately, we are unable to ship packages over fifty pounds, and we cannot split orders into multiple shipments. To proceed, please place two separate orders to stay within our shipping limits.
Here is your current order:
4 bags of Bully Max 30/20 High Protein Dog Food - 15 pounds
The total weight is 60 lbs, which has exceeded our fifty-pound shipping limit.
To comply with our shipping policy, we kindly ask that you place two separate orders, for example, two bags per order. Once we receive the new orders, we will process and ship them right away.
We have issued a refund for your current order {{ticket.customer.integrations.shopify.orders[0].name}}. Please allow 3-7 business days, Monday through Friday, for the refund to appear on your original payment method.
If you have any questions or need assistance with placing new orders, please let us know.
Best,
Order Canceled Exceeded Shipping Weight Limit
Hello {{ticket.customer.firstname}},
{{current_user.firstname}} again here from Bully Max Customer Support Team. Hope all is well with you!
I'm following up with your Bully Max order. Please provide a physical shipping address at your earliest convenience so we can proceed with your order {{ticket.customer.integrations.shopify.orders[0].name}} as quickly as possible.
As of January 27, 2023, Bully Max can no longer ship orders to a PO Box. We apologize for any inconvenience.
Kindly provide this at your earliest convenience to avoid any shipment delays.
Thank you,
Follow up - PO Box Address
Hello {{ticket.customer.firstname}},
Here's some information on this topic that you may find helpful:
What causes the bags to look like they are vacuum-packed?
This is a function of the freshness valve on the side of the bag. The valve is designed to let air out but not in. After being filled, our bags are stacked on pallets before being shipped to you. Bags on the bottom of the pallet tend to let more air out through their one-way valve due to the weight of the product on top of them.
Changes in temperature and atmospheric pressure may also cause a shift in the air pressure in the bag, which, upon reaching a set level, will cause the valve to open and release the excessive pressure. When this happens, the bag will take on a vacuum-packed appearance. There is nothing wrong with the food in such a bag, and it is entirely safe to use as normal.
It's important to note that there is nothing wrong with bags that do not have a vacuum-packed appearance. The food in both types of bags is equally fresh.
I hope this information clears things up!
❓Bag appearance (vacuum-packed / or not) [AI Compatible]
Hello {{ticket.customer.firstname}},
Your Bully Max order {{ticket.customer.integrations.shopify.orders[0].name}} is currently on hold because it has been flagged for potential fraud.
Please send a photo of your driver's license or state-issued ID matching your billing address. We'll need this to confirm your identity and process your first order.
To protect our customers from fraud, we take these steps to ensure the right customer has made the order. This is to ensure the customer is protected from any potential loss.
In the absence of the IDs mentioned above, you may send your utility bill or rental lease agreement containing your billing address.
Please provide this at your earliest convenience to avoid your bullymax.com: http://bullymax.com/ shipment being delayed.
Thank you, and have a great day.
Sincerely,
ID - fraud check
Hello {{ticket.customer.firstname}},
I can apply this coupon code to the order you placed on {{ticket.customer.integrations.shopify.orders[0].created_at|datetime_format("MMMM d YYYY")}}.
Order number: {{ticket.customer.integrations.shopify.orders[0].name}}.
Please allow 3-7 business days (Monday - Friday) for your credit card provider to process the funds back onto your card.
Have a great day!
💲Partial Refund for Coupon Code
Hello {{ticket.customer.firstname}},
This is {{current_user.firstname}} from the Bully Max Customer Support Team.
I’ve been monitoring the status of the FedEx claim filed regarding the delivery of your order {{ticket.customer.integrations.shopify.orders[0].name}}.
Unfortunately, FedEx has denied your claim based on the investigation’s conclusion that the delivery was confirmed. Due to this finding, we are not able to proceed with a reshipment or refund.
We apologize for this inconvenience.
If you believe the package was stolen, we encourage you to file a police report. You can also dispute the claim finding at Fedex.com: http://fedex.com/.
Sincerely,
📬 FedEx Claim DENIED
Hello {{ticket.customer.firstname}},
Adriane here from Bully Max. Just following up with your order {{ticket.customer.integrations.shopify.orders[0].name}} which is still on hold due to an invalid or incorrect shipping address. On checkout, you have entered:
{{ticket.customer.integrations.shopify.orders[0].shipping_address.address1}} {{ticket.customer.integrations.shopify.orders[0].shipping_address.address2}}, {{ticket.customer.integrations.shopify.orders[0].shipping_address.zip}} {{ticket.customer.integrations.shopify.orders[0].shipping_address.city}} {{ticket.customer.integrations.shopify.orders[0].shipping_address.province}}
For us to process your order, please reply to this email with a Valid Address. Please include your apartment or suite number (if needed). To be sure your address is correct, please validate your address on Google Maps: https://www.google.com/maps
Bully Max can no longer ship orders to a PO Box. We apologize for any inconvenience.
Thank you for choosing Bully Max, and have a great day.
Sincerely,
Follow up invalid address
Reason for contact:
<Why is the customer reaching out?>
Investigation:
<What did you do to verify the customer's claim?>
What I did:
<What was your resolution?>
Next steps:
<If the customer opens the ticket again/snooze ends, what are the next steps?>
Internal Note
Hello {{ticket.customer.firstname}},
Thank you for reaching out to Bully Max.
Please disregard that email as it is a spam message unassociated with Bully Max.
Do not click on the link or share any of your personal information. Our team is aware of this spam and is working to resolve this issue and have the fake site removed.
Fake emails are becoming a more common issue with companies these days.
Luckily, there are two easy ways to spot fake emails and fake websites:
1. ) Always check the email address from which the email was sent. Real emails are always sent from an @bullymax.com: http://bullymax.com/ email address.
2.) Always check the domain name. Fake websites will use websites with misspelled brand names. Examples of phony website addresses - bulymax.com: http://bulymax.com/, shopbullymax.com: http://shopbullymax.com/, bulymax.co: http://bulymax.co/ or similar misspelled websites.
The official Bully Max websites are shop.bullymax.com: http://shop.bullymax.com/ & bullymax.com: http://bullymax.com/
You can easily spot the fakes by paying attention to the email address, domain name, and website domain name.
If you ever have any doubts about the authenticity of an email from us, please don't hesitate to contact our customer support team at help@bullymax.com: mailto:help@bullymax.com
Please let us know if we can answer any questions or provide additional support.
Thank you!
Fraud/Spam email response
Hello {{ticket.customer.firstname}},
We received your return request for the order you placed on {{ticket.customer.integrations.shopify.orders[0].created_at|datetime_format("MMMM d YYYY")}} (Order # {{ticket.customer.integrations.shopify.orders[0].name}}).
Based on the information we received, your order is eligible for a return.
You will receive a separate email with your return label.
Please print the shipping label, tape it over the old shipping label, and return the package back to us within 10 days or less.
Once we receive your returned item, we'll process a refund.
Please note that your refund will be processed within 3-7 business days, during which time your bank will return the funds to your account.
If you have any other questions, please don't hesitate to reach out. We're here to help!
Have a great day,
📦🔙RETURN APPROVED
Hello {{ticket.customer.firstname}},
Thank you for contacting Bully Max!
Here’s a quick breakdown of how many cups are in each weight of Bully Max 30/20 High Protein & Fat Dog Food:
1 cup = 113 grams
1 pound = approximately 4 cups
So, for different bag sizes:
5 pounds = 20 cups
10 pounds = 40 cups
15 pounds = 60 cups
20 pounds = 80 cups
30 pounds = 100 cups
40 pounds = 140 cups
Also, when you purchase Bully Max, you’ll often receive slightly more than the stated bag weight. For example, a 15-pound bag will contain at least 15 pounds; you can weigh it to confirm.
If you have any further questions, feel free to reach out!
Best regards,
🍚 How many cups per bag? [AI Compatible]
While it's understandable to be concerned when you discover that someone may have gotten access to your address, please keep this in mind:
For starters, it's crucial to remember that our addresses are often public information. Many entities like post offices, telecommunication companies, and other businesses can access it easily. While it's ideal to keep your home address private, someone having this information should not cause concern. An address alone is largely useless to individuals who send spam emails.
Also, if you suspect a suspicious email, marking it as spam is often the best method for preventing future spam emails.
Spam email - address security concern
Hello {{ticket.customer.firstname}},
Thanks for providing your identification card. I hope all is well with you!
Unfortunately, we cannot proceed with this order because the address on your ID does not match the billing address registered to the card used for payment. We apologize for any inconvenience.
If you wish to correct this, you may place a new order: https://shop.bullymax.com/ and make sure that the billing address you enter matches the address the card is registered to - it does not have to match your current shipping address (if applicable).
On checkout page, please use the card's billing address if it differs from your shipping address.
I've canceled and issued you a full refund for your order {{ticket.customer.integrations.shopify.orders[0].name}}. Please allow 3-5 business days (Monday - Friday) to process the refund. Funds will be reimbursed using the original form of payment used for the purchase.
We are truly sorry for the inconvenience this has caused you. We will ship it quickly once you place a new order with the correct billing address.
Please let us know if you have any questions. Thank you for choosing Bully Max, and have a great day!
Sincerely,
ID does not match
Dear {{ticket.customer.firstname}},
You can manage your subscription by logging in at the link below:
👉 Log in to your accoun: https://app.getarpu.com/sl/{{ticket.requester.integrations[125095].notifications[0].links_references.log_in}}t
If you have any questions or need assistance, our team is here to help.
Thank you for choosing Bully Max.
Best regards,
ARPU link to Recharge portal
Hello {{ticket.customer.firstname}},
Thank you for reaching out to Bully Max. My name is {{current_user.firstname}}. I'm happy to help you.
I've issued you a partial refund for your last order {{ticket.customer.integrations.shopify.orders[0].name}}. Please allow 3-7 business days (Monday - Friday) for the refund to be processed.
Reimbursement of funds will be allocated back to the original form of payment used for the purchase.
Have a great day!
💸Refund: Partial refund last order
Hello {{ticket.customer.firstname}},
Thank you for reaching out to Bully Max.
This is {{current_user.firstname}} from the Bully Max Customer Support Team.
I apologize for the frustrating circumstances regarding your order {{ticket.customer.integrations.shopify.orders[0].name}}. We have specific procedures established for situations like this, and I can guarantee that we are exerting every effort to support you.
To determine what happened with your package, I’ve filed a claim with UPS on your behalf. This will force UPS to launch an investigation regarding your missing package. A refund or a reshipment of the missing products will depend on the result of their investigation. This can take anywhere from 3-8 days. Please be patient with us while we allow the investigators to do their work.
I'm truly sorry for the inconvenience this has caused but it is something that needs to be done so that UPS can act on these kinds of problems.
We will monitor the progress of the investigation and will reach out as soon as a conclusion is reached.
Please let me know if I can do anything for you in the meantime.
Sincerely,
🚚 📁 UPS Claim - Filed for Customer