Hannah Whitfield
2 earlier messages · both about order #4502, resolved same day
HW
Hannah Whitfield
Today, 09:14
Hi, my magnesium capsules arrived in a crushed box and half the bottle had split open inside the packaging — there's powder all through the box and I don't think what's left is safe to take.
Order #4821, delivered 3 days ago. Bit disappointed as I've never had an issue before. Let me know how you'd like to sort it.
Thanks,
Hannah
Suggested replies
Ranked from Hannah's order history and past support contact
Recommended
Send a replacement, no return needed
"So sorry about that, Hannah — that's not the experience we want you to have. I've gone ahead and shipped a replacement bottle at no cost, no need to send the damaged one back…"
Why: 14 orders, zero prior complaints, £1,284 lifetime spend. Replacement costs £34 — small against the churn risk. Courier notes for #4821 say "left in porch," consistent with in-transit damage.
Use this draft
Request a photo, then replace
"Really sorry to hear that. Would you mind sending a quick photo of the damaged box? Once I have that I'll get a replacement straight out to you…"
Why: matches your standard damage-claim policy. Adds roughly 2 days to resolution — a slower path for a customer with no complaint history.
Use this draft
Refund to original payment method
"So sorry about that, Hannah. I've refunded order #4821 in full — you should see it back on your card within 3-5 business days…"
Why: Hannah didn't ask for a refund — she asked how to sort it. Likely an over-correction for a first-time complaint from a loyal customer.
Use this draft
So sorry about that, Hannah — that's not the experience we want you to have. I've gone ahead and shipped a replacement bottle at no cost…
HW
Hannah Whitfield VIP
hannah.whitfield@gmail.com
Customer since Mar 2023
Total spent
£1,284
Orders
14
Avg. order
£92
Complaints
1 (7%)
Recent orders
#4821
£108
#4693
£84
#4502
£96
Subscription
Magnesium Complex
Monthly · next renewal 24 Aug
Past contact
2 previous emails, both about delivery timing — both resolved same day. Median resolution time: 1 day.