Know the shipping calendar
Tickets rise right after each box ships and again when it should have arrived. Track those dates, add a delivery note to your auto-reply and have tracking answers ready before the wave hits.
Make skip, pause and cancel easy
Put skip, pause and cancel in the customer account and explain them in the help center. People who can pause themselves rarely cancel in anger, and fewer of them write in.
Write a replacement rule
Decide what you do for a late, lost or damaged box, for example a replacement for damage reported within seven days with a photo. A written rule makes each reply quick and consistent.
Ask for a photo early
For damage claims, ask for a photo in your first reply and say what you will do once you have it. It avoids a slow back and forth and protects you from repeat claims.
Handle billing questions plainly
Explain when customers are charged, what happens after a failed payment and how to update a card. Billing mistakes damage trust fastest, so answer them first.
Learn from cancellations
Ask a single question when someone cancels and tag the reasons. Patterns such as price, too much product or slow shipping point to fixes that no reply can provide.