Customer Service Email Response Template

Response if customer service cannot find the order by name or confirmation number:

Hello xxxxx, We would be more than happy to assist you but we can not seem to locate your order with the provided information. Could you please give us the following information so that we can assess your order's current status? Full name attached to order: Order number: If you have any other questions, please feel free to contact us.

Response for a Complete order:

Hello xxxxx, Your order has been completed and shipped out of our warehouse on xx/xx/xxxx. The tracking information for this shipment is as follows - Tracking number: Carrier: If you have any other questions, please feel free to contact us.      

Response for Pending Shipment Status:

Hello xxxxx, We have reviewed your order (Order # xxxxxxxxxxxx) and have found that it is currently pending shipment. Please note that it can take up to 3 to 5 business days after date of purchase for an item to be packaged and shipped out of our warehouse, regardless of shipping method selected. As soon as your order has left our warehouse, we will email you with tracking information. We apologize for any inconvenience. Please let us know if you have any other questions. 

Response for Pending Shipment Status on the 5th Business Day:

Hello xxxxx, We have reviewed your order (Order # xxxxxxxxxxxx) and have found that it is currently pending shipment. Your order should be shipping soon as it can take up to 3 to 5 business days after date of purchase for an item to be packaged and shipped out of our warehouse, regardless of shipping method selected. Once your order is shipped, you will receive an email confirmation with a tracking number. We apologize for any inconvenience. Please let us know if you have any other questions.      

Response for Pending Shipment Status after 5 Business Days:

Hello xxxxx, We have reviewed your order (Order # xxxxxxxxxxxx) and have found that it is still pending shipment. As such, we are currently looking into this matter. Once the issue has been resolved, your order will be shipped. You will receive an e-mail notification with a tracking number as well. If you wish to not wait, we would be more than happy to refund your order in full. We apologize for any inconvenience. Please let us know if you have any other questions.      

Response for Pending Shipment Status after 5 Business Days due to Back Order:

Hello xxxxx, We have reviewed your order and found that it is still pending shipment due to the fact that the xxxxxxxxxx item is currently on back order. Once this item has been placed back in stock, your order will be shipped. At that time, you will receive an e-mail notification with shipment tracking information. However, if you wish to not wait, we would be more than willing to refund your order in full. We truly apologize for any inconvenience. If you have any other questions, please feel free to contact us.    

Response for Pending Shipment Status after 5 Business Days due to Out of Stock Items:

Hello xxxxx, We have reviewed your order and found that it is still pending shipment due to the fact that the xxxxxxxxxx item is currently out of stock and may not be restocked. If this item is placed back in stock, your order will be shipped. At that time, you will receive an e-mail notification with shipment tracking information. However, if you wish to not wait, we would be more than willing to refund your order in full. Please let us know how you would like to proceed. We truly apologize for any inconvenience. If you have any other questions, please feel free to contact us.    

Delayed Shipping Response:

Hello xxxxx, We have reviewed your order and found that it is still pending shipment due to the fact that the xxxxxxx item is listed as having an expected ship date of xxxxxxxxxx. Once this item has been shipped, you will receive an email notification with shipment tracking information. However, if you wish to not wait, we can cancel this order and initiate the process of a full refund. We truly apologize for any inconvenience. If you have any other questions, please feel free to contact us.    

Returned Merchandise Inquiry:

Hello xxxxx, Unfortunately, we need more information to research the current status of your returned merchandise. Please provide the tracking information for the shipment of the returned items - Tracking number: Carrier: Once we have this information, we can check for the package’s current location as well as inform you of the expected shipping date. We greatly apologize for any inconvenience. If you have any other questions, please feel free to contact us.  

Refund of Full Purchase Order:

Hello, We have refunded your full purchase order because the items in your order are out of stock and will not be re-ordered. Please allow 72 hours for the refund to reflect on your bank account. I have included your receipt below. We apologize for any inconvenience this may cause.

Partial Refund of Order:

Hello, We have refunded the xxxxxxxxxxxxxxxxxxx  in your order because the item(s) are out of stock and will not be re-ordered. Please allow 72 hours for the refund to reflect on your bank account. I have included your receipt below. We apologize for any inconvenience this may cause.

Refunds (Out of Stock):

Hello xxxxx, Unfortunately, the xxxxxxxxxxxxxxxxxxxxxxxxxxxx item is out of stock at this time. As such, we will be refunding you for the cost of this particular item. If you have a PayPal account, we can process the refund through that system if you provide email attached to it. We truly apologize for any inconvenience. If you have any more questions, please feel free to contact us.

Refund for Past Event:

Hello xxxxxx, We are sorry to hear that you were not able to use xxxxxxxx. However, we are unable to refund these passes at this time due to the fact that this event has already occurred and the funds have already been issued to the venue. In order to process a refund, you would need to contact the venue directly. We apologize for the inconvenience.

Refund (Awaiting Merchandise Return w/ Return Mailer)

Hello xxxxxx, We have reached out to our warehouse so that they can send a return mailer. When you receive this return mailer, please send the damaged merchandise back to our warehouse using the return mailer so that you do not have to incur new shipping fees. Once we have received this merchandise, we will initiate the processing for a refund. You should receive an email informing you that this refund has been issued. Upon receiving this email, please allow 72 hours for the refund to be reflected in your bank account. We apologize for any inconvenience. If you have any other questions, please feel free to contact us.    

Order Error:

Hello xxxxx,   After reviewing your order, we can reship a new xxxxx to replace the incorrect merchandise to resolve this matter. In order to start that process, we ask that you would email us photos of the incorrect item that you received. Once we have received those photos, we will reach out to our warehouse so that they can ship out a replacement item to you with a return mailer. When you receive your new merchandise, please send the incorrect merchandise back to our warehouse using the return mailer so that you do not have to incur new shipping fees. In the event that we are unable to reship new merchandise to correct this order error, we will immediately refund you for the missing xxxxx from your order. If you have any other question, please feel free to contact us.

Reshipment:

Hello xxxxx, We have reviewed your order and decided to reship your item to resolve this matter. In order to ensure its success, please verify the shipping address to which this item is being delivered:   Name: Address: City: State: Zip Code: We apologize for any inconvenience. Please let us know if you have any other questions.

Missing Size:

Hello xxxxx, We greatly apologize for our delayed response as well as not currently carrying the size of your desired item. While we do regularly make reorders on previously available items, there is no guarantee that every item will be placed back in stock. Please check the website periodically in order to check on the future availability of individual items. If you have any other questions, please feel free to contact us.

Missing Merchandise:

Hello xxxxx, We greatly apologize for not currently stocking your desired merchandise. While we do regularly make reorders on previously available items, there is no guarantee that every item will be placed back in stock. Furthermore, we don't have an arrival date for new merchandise to be available in the near future. Please check the website periodically in order to check on the future availability of individual items. If you have any other questions, please feel free to contact us.

Response to Merchandise Not as described but not damaged or incorrect

Hello XXXX, Unfortunately we do not control the branding of the merchandise. The merchandiser itself is in charge of the branding, and merchandise sold. We simply facilitate the sale, and ship the merchandise. The information that is on the website come directly from the merchandiser, and we are only allowed to put the approved information on the website and are not allowed to alter that information. We apologize for the inconvenience, if you would like to return that merchandise you send it to the address below for a refund. Please let us know if you have any further questions.

Response for Returning items (Ontario):

Hello xxxxx, To process your refund, a RMA (return merchandise authorization) number is not required. Please mail your item(s) to our warehouse.   ATTN: ONE LIVE MEDIA /Refund 1392 SARAH PL UNIT B ONTARIO, CA 91761   Please include a note with your item specifying: 1) Your original order number 2) The nature of your return (requested refund) We truly apologize for any inconvenience. If you have any other questions, please feel free to contact us.    

Response for Returning items (Austin):

Hello, To process your refund, a RMA (return merchandise authorization) number is not required. Please mail your item(s) to our warehouse.   ATTN: ONE LIVE MEDIA /Refund 3913 Todd Lane Suite 201 Austin, TX 78744   Please include with your item and a note specifying: 1) Your original order number 2) The nature of your return (requested refund) We truly apologize for any inconvenience. If you have any other questions, please feel free to contact us.

Response for Returning items (Dallas):

Hello xxxxxxx, To process your refund, a RMA (return merchandise authorization) number is not required. Please mail your item(s) to our warehouse.   445 South Royal Lane STE 800 Coppell, TX  75019   Please include a note with your item specifying: 1) Your original order number 2) The nature of your return (requested refund) We truly apologize for any inconvenience. If you have any other questions, please feel free to contact us.

Response for Returning items (London):

Hello xxxxx, To process your refund, please mail your item(s) to our warehouse.   Crossflight RETURNS Castle Rd Birmingham, West Midlands B30 3HZ Please include with your item and a note specifying: 1) Your original order number 2) The nature of your return (requested refund) We truly apologize for any inconvenience. If you have any other questions, please feel free to contact us.  

Exchanges:

Hello xxxxx, Due to high merchandise demand and varying stock levels, we are unable to offer exchanges at this time.  If you would like a new product, you may return the original item in accordance to the return guidelines to receive a refund for your original order and place a new order. To process your return, a RMA (return merchandise authorization) number is not required. Please mail your item(s) to our warehouse at:   ATTN: ONE LIVE MEDIA /Refund 1392 SARAH PL UNIT B ONTARIO, CA 91761 Also, be sure to include with a note your item specifying: 1) Your original order number 2) The nature of your return and requested refund We apologize for any inconvenience. Please let us know if you have any other questions.

Returned Merchandise (Invalid Address):

Hello xxxxx, Due to an invalid address, the merchandise from your order has been shipped back to our warehouse. Please provide a new address so that we may reship your order to a valid address. If you do not respond within five business days, we will begin processing a refund for this order and return the merchandise back to our inventory. We greatly apologize for any inconvenience. If you have any questions, feel free to contact us.

Updated Shipping Address Received:

Hello xxxxx, We have received your new shipping address and will be reshipping your merchandise out of our warehouse as soon as possible. Please allow 3 to 5 business days for the shipment to be processed. If you have any other questions, please feel free to contact us.

Cancellation Confirmation:

Hello xxxxx, We have requested that the warehouse cancel your order and that a refund be issued to you. Please allow 7 to 10 business days for your refund to be processed. We truly apologize for any inconvenience. If you have any more questions, please feel free to contact us.

Cancellation Request After Order Shipment:

Hello xxxxx, We have reviewed your order and found that we can not currently cancel the order as it was shipped out of our warehouse on xx/xx/xxxx. Here is the tracking information for that shipment - Tracking number: xxxxxxxxxxxxxx Carrier: xxxxxxxxxxxxxx If you would still rather receive a refund for this order, you can return it to our warehouse. Once the item has returned to our warehouse, a refund will be initiated. To process your return, a RMA (return merchandise authorization) number is not required. Please mail your item(s) to our warehouse at:   ATTN: ONE LIVE MEDIA /Refund 1392 SARAH PL UNIT B ONTARIO, CA 91761   Also, be sure to include with a note your item specifying: 1) Your original order number 2) The nature of your return and requested refund We truly apologize for any confusion or inconvenience. If you have any other questions, please feel free to contact us.

Bad Address Discovered Before Shipping:

Hello xxxx, We have reviewed your order and found that the shipping address attached is not a valid address. The address that we currently have on the order is as follows: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx If you have an alternative address that we can use, please let us know so that we may update this order and ship your merchandise. We greatly apologize for the inconvenience. If you have any other questions, please feel free to contact us.

Shipping Address Change Response:

Hello xxxxx, Unfortunately, we cannot alter a shipping address on an order that has already been processed. If you wish to change the address, you would need to cancel this order for a full refund and place a new order for these same items with the corrected shipping address. We greatly apologize for the inconvenience of the additional processing time. If you have any other questions, please feel free to contact us.

Customs Fees

Orders shipping to destinations outside the United States might incur import fees and duties & taxes that are not reflected in our prices. If duties and taxes are imposed on your order, they are due at time of delivery. Please consult your local customs office for more details about your country’s duties and taxes.

USPS Inquiry (International):

Hello xxxxx, We certainly apologize for the inconvenience of the additional time needed for international shipping. As stated on our website, international orders will be delivered by the destination country’s postal service and can take up to 3 to 4 weeks to be delivered after being shipped out of our warehouse. After an item has been shipped out of our warehouse, we are unfortunately unable to locate the package through any other means than using the provided tracking information. If you have any other questions, please feel free to contact us.  

International Non-Shipping

We do not currently offer service to the following regions: Afghanistan, Aland Islands, Albania, Algeria, Andorra, Angola, Antarctica, Antigua and Barbuda, Azerbaijan, Belarus, Benin, Bhutan, Bolivia, Bosnia and Herzegovina, Botswana, Bouvet Island, British Indian Ocean Territory, BVI, Brunei, Bulgaria, Burkina Faso, Burundi, Cambodia, Cape Verde, Central African Republic, Chad, Christmas Island, Cocos Islands, Comoros, Congo, Cook Islands, Cote d’Ivoire, Cuba, Djibouti, Dominica, Equatorial Guinea, Eritrea, Ethiopia, Falkland Islands, French Guiana, French Polynesia, French Southern Territories, Gabon, Gambia, Georgia, Ghana, Guadeloupe, Guinea, Guinea-Bissau, Guyana, Heard Islands and McDonald Islands, Hong Kong, Indonesia, Iran, Iraq, Isle of Man, Kazakhstan, Kenya, Kiribati, Kyrgyzstan, Laos, Latvia, Lebanon, Lesotho, Liberia, Libya, Liechtenstein, Lithuania, Macedonia, Madagascar, Malawi, Malaysia, Maldives, Mali, Marshall Islands, Mauritania, Mauritius, Mayotte, Micronesia, Moldova, Mongolia, Montenegro, Montserrat, Mozambique, Myanmar, Namibia, Nauru, New Caledonia, Niger, Nigeria, Niue, Norfolk Island, Northern Mariana Islands, North Korea, Oman, Pakistan, Palau, Palestinian Territories, Panama, Papua New Guinea, Philippines, Pitcairn Islands, Qatar, Reunion, Rwanda, Saint Helena, Saint Kitts and Nevis, Saint Pierre and Miquelon, Samoa, Sao Tome and Principe, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Solomon Islands, Somalia, South Georgia and the South Sandwich Islands, South Korea, Sudan, Suriname, Svalbard and Jan Mayen, Swaziland, Syria, Tajikistan, Tanzania, Timor-Leste, Togo, Tokelau, Tonga, Turkmenistan, Tuvalu, Uganda, Ukraine, Uzbekistan, Wallis and Futuna, Western Sahara, Yemen, Zambia and Zimbabwe.

Online Sizing Chart:

Hello xxxxx, Unfortunately, we do not currently offer an online sizing chart. When making a purchase online, please bear in mind that all of our merchandise is created using standard US unisex sizes. We apologize for any inconvenience. If you have any other questions, please feel free to contact us.

Band Merch:

Hello xxxxxx, For questions concerning your order, please contact customerservice@bandmerch.com and they should be able to help. Please let us know if you have any further questions.

Client Questions:

Hello xxxxxx, Unfortunately, we can not answer that question as we do not have direct contact with xxxxxxxxxx. To get that question answered, you would need to speak with their management team. We apologize for any inconvenience. If you have any other questions, please feel free to contact us.

Prefix for Customer Service Agitated Response:

We sincerely apologize for our delayed response as we are attempting to deal with some communication errors on our end. However, this does not forgive the poor customer service experience that you have endured. We are currently looking to make improvements in our system.

PayPal Dispute Inquiry:

Hello xxxxxxxx, It has been brought to our attention that a PayPal dispute has been initiated for this order. Unfortunately, we are not aware of the nature of the issue related to this order at this time. Please let us know how we can resolve this matter at your earliest convenience. We greatly apologize for any inconvenience. If you have any questions, please feel free contact us.

Whoops! Codes:

Hello xxxxx, We apologize for the inconvenience. Since you can not access your current account, our tech team has created a new activation code for you. Please go to this link: https://fanclub.thewho.com/login Please plug in this NEW activation code (copy and paste it) : xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx At this point, you will prompted to make a brand new username and password. Please keep in mind that the website is case- and space-sensitive. If you have any other concerns or questions, please feel free to contact us.

Presale Code:

Hello xxxxx, We truly apologize for the inconvenience. Our tech team has created a new presale code for you since the previous one issued appears to be invalid. Please plug in this NEW presale code (copy and paste it) : xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx If you have any other concerns or questions, please feel free to contact us.

Fan Club Reset:

Hello xxxxx, We researched your account using your email address and located your username: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx Expiration Date: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx Presale Code: xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx If you would like to reset your password, please go to the following link and follow instructions: https://fanclub.thewho.com/reset-password? Please keep in mind that the website is case- and space-sensitive. If you have any other concerns or questions, please feel free to contact us.

Fan Club Expired:

Hello xxxxx, We have located your account using your email address and found your username: xxxxxxxxxxxxxxxxxxx Unfortunately, we've also discovered that this membership has expired. Expiration Date: xxxxxxxxxxxxxxxxxxx In order to access tickets and items exclusive on the fan site, please renew your fan club membership. We truly apologize for any inconvenience. If you have any other questions, please feel free to contact us.

Fan Club Missing:

Hello xxxxx, We attempted using the email address attached to this correspondence and we could not locate an account. We would be more than happy to assist you but we will need the following information to do so: Full name: email address attached to Fan Club account: Also, if you have a copy of the online confirmation for the activation of your fan club membership, we should be able to use that information to locate your account. We apologize for any inconvenience. If you have any other questions, please feel free to contact us.    

Awaiting Store Discount code:

Hello xxxx, Due to a technical error with our servers, many Who Fan Club merchandise codes are currently malfunctioning. Our technicians are currently working on resolving this situation. If you log into your account on December 5th, the Store Discount code should be restored to your Fan Club membership page. We greatly apologize for any inconvenience. If you have any other questions, please feel free to contact us.

Christmas Shipping:

Hello xxxxx, We have reviewed your order and found that it is currently pending shipment. Unfortunately, due to a high volume of orders placed this holiday season, we are experiencing additional delays in processing time. However, we are working very hard to have your order delivered by Christmas. Once your order has shipped, you will receive an email confirmation with the tracking number. If you have any other questions, please feel free to contact us.

Black Friday Deal Requests:

Hello xxxx, Unfortunately, the Black Friday deals can not be applied to orders already processed. If you have any other questions, please feel free to contact us.

Response for a Complete order (after the long holiday wait):

Hello xxxxxx, Unfortunately, due to a high volume of orders placed this holiday season, we are experiencing additional delays in processing time. That being said, your order (Order # xxxxxxxxx) has been completed and shipped out of our warehouse on 12/xx/2014. The tracking information for this shipment is as follows - Tracking number: Carrier: We greatly apologize for any inconvenience as well as our delayed response. If you have any other questions, please feel free to contact us.

Response for Pending Payment:

Unfortunately, your order has not been processed. There was an error at the time your order was placed causing a communication problem from PayPal to our system. While PayPal processed your payment, it was never received via our system. Therefore your order was never fulfilled. However, to receive the desired items, you will have to place a new order. We apologize for the inconvenience.  

Global Verbage for Delayed Orders In Stock after 5 days:

We sincerely apologize for the delay on your ((STORE)) order. We are working with our warehouse to get your items shipped out as soon as possible. You will receive a confirmation email with tracking information once the order is shipped. We have experienced some unfortunate delays with our warehouse. We promise we are doing everything we can to get your order to you. We appreciate your patience with this.

The Who Posters:

Hello xxxx, There was a delay in the shipping of The Who Fan Club art print that has now been corrected. The art prints should be shipping out Monday, December 8th. We apologize for any inconvenience. If you have any other questions, please feel free to contact us.

Have not received Willie Nelson live digital download (check VIP/Upsell sheets for download sent date):

Hello, We have reached out to the Willie Nelson technical team and asked that they resend your digital download, as our records indicate the download link was emailed to you on December 5th. Please expect to receive it in the next 24-48 hours. We recommend checking your Spam folder regularly. Thank you!    

Response for VOLBEAT backorder:

Hello xxxxxx, We have reviewed your order. Unfortunately, the following items you've ordered are not in stock XXXXXXXXXXXX Unfortunately, these items will not be restocked. Therefore we can proceed one of two ways.

1. a)    We can issue a refund for the out of stock items and ship the remainder of your order
2. b)    or we can cancel and refund your entire order.

We apologize for the inconvenience. Please let us know which course of action you would like for us to take.

Jeff Gordon Autographed Helmet

The Jeff Gordon Autographed Commemorative Full Size Helmets were delayed due to Mr. Gordon's changing schedule. Once they have been autographed the helmets will be delivered to our warehouse. We are expecting to ship these helmets out by the end of February. Please contact us if you have any further questions.

Jeff Gordon Pre-sale Item Response:

Hello XXXXX, We have reviewed your order and found that it is still pending shipment due to the fact that the XXXXXXXXXXXX is a pre-sale item and will not be available to ship until XXXXXX, as per the online description. Due to accounting and inventory purposes Jeff Gordon orders are not being partially shipped at this time. As expressed in the shipping FAQ’s once this item has been received your order will be shipped. At that time, you will receive an e-mail notification with shipment tracking information. We truly apologize for any inconvenience. If you have any other questions, please feel free to contact us.    

JEFF GORDON PRESALE SEASON KICKOFF TEE RESPONSE

Hello XXXXX, We have reviewed your order and found that it is still pending shipment due to the fact that the Jeff Gordon Store Exclusive 2015 Season Kickoff Tee is a pre-sale item expected to ship late April 2015, as per the online description. Due to accounting and inventory purposes Jeff Gordon orders are not being partially shipped at this time. As expressed in the shipping FAQ’s once this item has been received your order will be shipped. At that time, you will receive an e-mail notification with shipment tracking information. If you have any other questions, please feel free to contact us.

JG Cancelled

Hello, We have received your request to cancel your order. Once our warehouse has cancelled your order, you will be fully refunded. Please contact us if you have any further questions.

Received Size Change; Pre-sale Season Kickoff Tee

Hello XXXX, We have received your request and contacted our warehouse to make the size change to your order. Please keep in mind the Jeff Gordon Store Exclusive 2015 Season Kickoff Tee is a pre-sale item expected to ship late April 2015, as per the online description. As expressed in the shipping FAQ’s once this item has been received your order will be shipped. At that time, you will receive an e-mail notification with shipment tracking information. If you have any other questions, please feel free to contact us.

RESPONSE FOR CUSTOMER REQUEST TO CONTACT JEFF GORDON/JG MANAGEMENT

Hello xxxxxx, We know that Jeff Gordon truly appreciates fans like you who support him and his #24 Chevrolet racing team. On behalf of Jeff and everyone at the Jeff Gordon #Team24 Fan Club, we’d like to thank you for being such a loyal supporter. Jeff’s schedule is extremely busy while at the track as he and the race team work hard towards winning races. Jeff often has public appearances in which fans are encouraged to attend. This information, when available, can be found at www.jeffgordon.com and www.hendrickmotorsports.com. We appreciate you being a dedicated fan of Jeff Gordon and the #24 team. Please continue checking the web site for his appearance updates.

Jeff Gordon VIP Package:

Hello, For questions about the experience or what’s included, please see official description below.  Very important to note that the meet and greet does not take place on the actual race date (see highlighted description).  We do not find out the exact meet and greet day/time until Monday/Tuesday of each race week.  Majority of meet and greets take place on Fridays mornings, but not always. If you would like to visit the website please click on link here: http://jeffgordonvip.com/ Official Jeff Gordon VIP Meet and Greet Package o    -Meet and talk with Jeff Gordon in a private exclusive area for a memory of a lifetime! o    -Individual photo opportunity with Jeff Gordon! o    -Bring one personal item to be signed by Jeff Gordon! (new this year! *some size restrictions apply, no tires or carhoods, etc.) o    -Professional VIP dedicated staff on site to assist with your experience! o    -**Meet and greet with Jeff Gordon will generally take place on the first or second day of on-track Sprint Cup activity (i.e. - practice/qualifying) before the Sprint Cup race event. Please reference the Sprint Cup schedule for on-track activity. Meet and greet will generally NOT take place on Sprint Cup race day due to team and sponsor commitments. o    -**All sales are final. No request for cancellations, changes or refunds is accepted.

Beyonce Holiday 2014 Response (Waiting For Backordered Items):

Hello xxxxxxxxxxxxxxx, Per your request, we will not cancel the shipment of your xxxxxxxxxx item. We will ship out your merchandise from the warehouse once it becomes available. At that time, you will receive an e-mail notification with shipment tracking information. We apologize for any confusion or inconvenience. If you have any other questions, please feel free to contact us.

Beyonce Holiday 2014 Response (Cancellation):

Hello xxxxxxxxx, Per your request, we will cancel the remaining shipments and refund you for the xxxxxxxxxxxxxxxxxx item. Please allow 7 to 10 business days for your refund to be processed. We apologize for any confusion or inconvenience. If you have any other questions, please feel free to contact us.    

Beyonce Holiday 2014 Response (Item Shipped):

Hello xxxxxxx, Your xxxxxxxxxxxxxxxx item has been processed and shipped out of our warehouse on 12/xx/2014. The tracking information for this shipment is as follows - Tracking number: Carrier: If you have any other questions, please feel free to contact us.    

Beyonce Custom Response For Back-Order Short Ship:

Dear Customer Name Here: Thank you for the  order you placed on the Beyoncé store. Unfortunately,  one or more of the items you've ordered are on backorder and are not in stock at this time. In light of this issue, this holiday season we have shipped to you the item(s) we currently have available in stock. Unfortunately, at this time, we also do not have an accurate date by which we will receive the items on backorder to our warehouse to ship. Therefore we can proceed one of two ways.

1. a)    We can issue a refund for the unshipped item(s) and have that portion of your order cancelled
2. b)    or if you’d like to wait for the item(s) on backorder, you will be notified when the backordered items have been shipped to the address on your account.

Please respond to support@onelivemedia.com with “Beyonce” along with your order number in the subject line ONLY if you would like to cancel the remainder of your order, otherwise you will be sent a notification when the remaining items are shipped.  We are doing everything we can to make better an unfortunate situation this season.

Delay Response With Love 12/15/14:

We sincerely apologize for the delay on your order and the lack of communication regarding its status. I have contacted our warehouse and your order will be shipped out as soon as possible. You will receive a confirmation email with tracking information once the order is shipped. We have experienced some unfortunate delays with our warehouse regarding a separate client as well as a recent warehouse change, this has unfortunately caused delay on other orders. Although this does not excuse the lack of communication. We promise we are doing everything we can to get your order to you as soon as possible.

Out of Stock (Comparable Item):

Hello xxxxx, Unfortunately, the xxxxxxxxxxxxxxxxxxxxxxxxxxxx item is out of stock at this time. As such, we can offer you another item from the xxxxxxxxxxxxxxxxxx online store for a comparable price of the ordered item. However, if you would rather receive a refund, we are more than willing to refund you for the cost of this particular item. We truly apologize for any inconvenience. If you have any more questions, please feel free to contact us.

Big Machine Back Order Response

Hello xxxxx, We have reviewed your order and found that it is still pending shipment due to the fact that the xxxxxxxxxxxxxxxxxxxxx item is currently on back order. Once this item has been placed back in stock, your order will be shipped. At that time, you will receive an e-mail notification with shipment tracking information. However, if you wish to not wait for this shipment, we would be more than happy to refund your order in full. If we do not hear a response within the next 5 days letting us know how you would like to proceed, we will initiate processing for a refund on this order. We truly apologize for any inconvenience. If you have any other questions, please feel free to contact us.

Pending Payment (Varese / Big Machine):

Hello xxxxx, I am writing you about an order you placed on the Varese Sarabande web-store, which we have been unable to process because your payment is still pending. If you still wish to complete this order, please complete your payment through Paypal or credit card, or respond to this email for assistance. If we do not receive a response to this message within 72 hours, we will begin the process of fully refunding and closing out your original order. We sincerely apologize for any misunderstanding or inconvenience involving your order, and look forward to your response.

Big Machine Download Issues:

Hello xxxxxxxxxxxx, We’re sorry you’re having trouble downloading your music. Please follow these steps and let us know if you continue to experience difficulties:

1. Visit the Big Machine Records store: https://www.bigmachinelabelgroup.com/shop/index.php/customer/account/index/

2. Scroll down and click on the MY ACCOUNT option at the extreme right of the footer menu

3. Log into your account with the email and password you created when making your purchase or redeeming your coupon

4. In your MY DASHBOARD page, look for the MY ACCOUNT menu on the left-hand side, and select the MY DOWNLOADABLE PRODUCTS option

5. Then, simply click on the individual song title/links listed in your My Downloadable Products dashboard to download each item to your computer

Please inform us if you continue to experience difficulties with this process so we can investigate other options for solving your problem. If you have any other questions, please feel free to contact us.

Big Machine Redemption Codes:

Hello xxxxx, We truly apologize for the inconvenience. Our tech team has created a new redemption code for you since the previous one issued appears to be invalid. Please plug in this new redemption code (copy and paste it) : xxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxxx After using the new redemption code, please follow these steps and let us know if you continue to experience difficulties:

1. Visit the Big Machine Records store: https://www.bigmachinelabelgroup.com/shop/index.php/customer/account/index/

2. Scroll down and click on the MY ACCOUNT option at the extreme right of the footer menu

3. Log into your account with the email and password you created when making your purchase or redeeming your coupon

4. In your MY DASHBOARD page, look for the MY ACCOUNT menu on the left-hand side, and select the MY DOWNLOADABLE PRODUCTS option

5. Then, simply click on the individual song title/links listed in your My Downloadable Products dashboard to download each item to your computer

Please inform us if you continue to experience difficulties with this process so we can investigate other options for solving your problem. If you have any other concerns or questions, please feel free to contact us.

Refunds w/ Coupon Codes

Hello, We have refunded you for your unshipped order. Please see your refund receipt below. Your coupon code will be reset and emailed shortly.    

Commerative Helmet Response:

Hello xxxxx, We have reviewed your order and found that it was pending shipment until recently due to the fact that the Jeff Gordon Axalta 5-Time Brickyard 400 Winner Commemorative Full Size Helmet item was listed on our web store as having an expected ship date of January 2015. Unfortunately, we have been unable to ship out orders due to a delay in receiving the merchandise to our warehouse. That being said, we have been assured that we should be receiving these helmets in early March and then we can ship these orders out to the customers. Once your order has been shipped, you will receive an email notification with shipment tracking information. However, if you wish to not wait, we can cancel this order and initiate the process of a full refund. We sincerely apologize for any inconvenience. If you have any other questions, please feel free to contact us.

Older Orders Needing To Be Shipped

Hello xxxxx, We sincerely apologize for our delayed response as we are attempting to deal with some communication errors on our end. However, this does not forgive the poor customer service experience that you have endured. We are currently looking to make improvements in our system. We have reviewed your order and found that it is still pending shipment due to an error in our system. Once this order has been shipped, you will receive an email notification with shipment tracking information. As stated on our website, international orders will be delivered by the destination country’s postal service and can take up to 3 to 4 weeks to be delivered after being shipped out of our warehouse. After an item has been shipped out of our warehouse, we are unfortunately unable to locate the package through any other means than using the provided tracking information. On the other hand, if you wish to not wait, we are more than willing to cancel this order and initiate the process of a full refund. Please let us know how you would like to proceed. We again apologize for this great inconvenience. If you have any other questions, please feel free to contact us.

Beyonce Shipping Quote Issues:

Hello xxxx, We sincerely apologize for the technical issues that you have encountered while trying to purchase items from our online store. We are currently looking into addressing these shipping quote issues in our system. In order to assist us with our troubleshooting efforts, can you please provide the following information - Items that were in your Shopping Cart when you encountered the error message: Your state: Your zip code: Furthermore, if you have any other questions, please feel free to contact us.      

?????????????????:

Hello, Unfortunately, our records indicate that this order was completed and shipped. Following the tracking number of the shipment (USPS tracking # 9205590116640182777349), this item is listed as "YOUR ITEM WAS DELIVERED AT 1:11 PM ON NOVEMBER 5, 2014 IN BEAVERTON, OR 97005". Unless we have a notification from USPS that this item was lost or delivered to the wrong address, we can not initiate a refund or ship out a replacement item. Please contact USPS at the following contact information to obtain the necessary documentation in order to initiate any further action on our part. USPS® Customer Service Call 1-800-ASK-USPS® (1-800-275-8777) Telecommunications Device for the Deaf (TDD)/Teletypewriter (TTY) Relay Call 1-800-877-8339 and ask for 1-800-275-8777   Hours of Operation Monday - Friday 8 AM - 8:30 PM ET Saturday 8 AM - 6 PM ET We greatly apologize for any inconvenience. If you have any other questions, please feel free to contact us.