SOP — Customer Support

Channels: WhatsApp (primary), Instagram, Telegram, email ([email protected]).

Steps

1. Log it — copy _Template — Support Ticket, name TKT-YYYYMMDD-NNN, set channel, topic, customer.
2. Triage by topic:
   • tracking → look up the order/fulfilment, share tracking.
   • verify → point to the Verify page / COA.
   • product-question → answer in research-use framing; suggest bundle fit.
   • refund → escalate (see Agent Manual).
   • dosage / medical → politely decline, link the research-use acknowledgement, escalate.
3. Resolve — status waiting while awaiting the customer, resolved when closed.

Tone

Helpful, factual, research-use only. Never give medical or dosing advice. Keep replies short and link to the relevant resource page.