Vendor Playbook
How to Handle Customer Issues
A simple, reliable guide for responding to delays, tracking problems, stock issues, and refunds — so customers stay confident even when things go wrong.
1. When a Order Is Delayed
🕐2. When a Tracking Isn't Updating
📡3. When a Item Is Out of Stock
📭4. When a Supplier Has Issues
🏭5. When a Refund Is Needed
💸6. When a Package Is Lost
📦7. When a You're Unsure
🤔🎯 The Core Principles
Every customer response should follow these three rules.
👂
1
Acknowledge the issue
Customers want to feel heard.
💡
2
Give a simple explanation
No technical details — just clarity.
➡️
3
Offer a next step
Refund, replacement, update, or monitoring.
Follow these three steps and customer satisfaction stays high — even when things go wrong.