PRODUCTS
HOW MANY VARIATIONS OF EARRING AND NON-EARRING PRODUCTS DO YOU HAVE?
We have approximately 350 products right now, most of which are earrings.
WHAT ARE THE TOP 10 MOST FREQUENTLY RAISED CONCERNS BY CUSTOMERS?
Here are the ticket drivers as of Jan 23, 2024:
DO YOU HAVE STORE LOCATIONS OR ONLY AN ECOMMERCE STORE?
Only our website https://www.maisonmiru.com/.
CAN YOU SHIP INTERNATIONALLY?
No.
WHO DO WE CONTACT ON FACEBOOK WORKPLACE FOR WHICH SCENARIOS?
Refer to Escalation Process FAQ
WHERE ARE THE PRODUCTS MADE?
If the request is made within the shipping window, respond with Never Received Parcel// Still Within Shipping Window.
WHAT'S YOUR (COMPANY'S) SALES PITCH?
We make jewelry that’s made for play and durable for life. We use durable, high quality metals like medical grade titanium that don’t tarnish, so you can literally live in your jewelry and don’t have to take it off.
WHAT ARE THE SHIPPING METHODS YOU USE?
Standard: USPS
Expedited: FedEX 2-Day or USPS Priority Mail
Are agents allowed to share Shopify details (e.g customer/order details, timeline comments, etc) with customers?
Yes, just do not share agent's last name/info since Loop sometimes has that listed.
ARE ALL YOUR PRODUCTS NEW?
Respond with Are All Your Items New?
Yes, our products are new.
HOW DO YOU ASSIST A CUSTOMER WHO WANTS TO KNOW OUR RETURN POLICY?
Respond with Return.
DO YOU MAINTAIN A MOBILE APP? HOW SHOULD AGENTS ADDRESS MOBILE APP CONCERNS?
No. Not applicabe.
HOW CAN CUSTOMERS TRACK THEIR ORDERS?
Customers receive a confirmation email with all tracking information included once their order has shipped.
If customers say they haven't received their confirmation email and it's before 9pm of the weeknight, respond with Cancel Order// Too Late! and adjust as needed.
If customers say they haven't received their confirmation email and it's after 9pm of the weeknight, respond with Haven't Received Order Confirmation (After 9pm Weeknight)
Are agents expected to add Tags in ReAmaze? When do we use which tag?
Agents are not expected by client to use tags in ReAmaze. However, your Team Lead/ CE are empowered to establish a "tagging" system, which agents are expected to follow as an internal process.
For more information, reach out to your Team Lead.
HOW DO I DETERMINE THE APPROPRIATE LENGTH FOR A NECKLACE OR BRACELET?
Necklaces: We are working on a photo that shows the different necklace lengths on model, but in the meantime, you can google “necklace length chart” and see on-model photos of where the necklaces fall on your chest.
Bracelets: Use a piece of string to wrap around your wrist, and then put it against a ruler to find the right measurement length.
We only need additional confirmation if the customer does not specify an order number.
ARE YOU A MANUFACTURER OR DISTRIBUTOR?
We're a retailer. We partner with manufacturers overseas to produce our jewelry.
WHAT IS THE SHIPPING COST? DO YOU OFFER FREE SHIPPING?
US Orders: We use USPS First Class for US deliveries. We offer free standard shipping on all US orders over $75. On US orders below $75, we offer flat rate shipping at $7.
We offer an expedited shipping upgrade for an additional $5.
International Orders: We're a tiny but mighty team, and we cannot support international shipping at this time. We are working hard to bring back international shipping as soon as we can!
Are agents required to merge customer profiles on ReAmaze?
Agents are not required by clients to merge customer profiles on ReAmaze.
WHAT ARE THE TECHNICAL DEFINITIONS OF YOUR PRODUCT MATERIALS?
See all definitions on the website under the Guides, Jewelry Care 101.
HOW TO HANDLE DEFECTIVE, DAMAGED, WRONG/INCORRECT, MISSING ITEM RECEIVED?
Refer to Handling defective, damaged, wrong/incorrect, missing item received FAQ
If a customer inquires about general company info, respond with General Company Info, and modify as needed.
If it helps, agents may also consider sending customers to the website's "ABOUT MAISON MIRU" section for any company-related info.
DO YOU SHIP TO PO/APO BOXES?
Yes, using USPS Priority Mail. We normally ship expedited orders via FedEx 2-Day. If an order cannot ship via FedEx (e.g. PO Boxes, APO/FPO/DPO addresses), we ship via USPS Priority Mail. USPS Priority Mail usually takes 2-5 days to deliver in practice (it too hasn't been as reliable since the pandemic started).
WHAT’S THE 'SEND A HINT' BUTTON ON THE WEBSITE FOR?
The “Send a Hint” button opens the default email app on your laptop/phone and composes an email with a link to the product you’re looking at. It’s meant as a cute way for you to tell someone “buy me this!”