Communicate Clearly with Customers

Good communication starts before payment

Your listing should explain the product or service, timing, delivery or collection, and important cancellation or refund terms. Clear expectations prevent many support conversations.

Step 1: Confirm the essentials

Make sure the customer receives a clear confirmation and knows what happens next. Check their contact details if an update is important.

Step 2: Speak up when plans change

• Explain the issue without jargon.
• Give a realistic new time or a clear choice.
• Update the order or booking so your team sees the same information.
• Follow through on what you promise.

Step 3: Reply to questions promptly

Questions from your storefront, website, and payment links appear in Leads (under People). Set a follow-up reminder so nothing sits unanswered. See Take questions and follow up in Leads.

Step 4: Use campaigns responsibly

Send marketing for genuine launches, restocks, and offers. Contact only people you are allowed to reach and respect their unsubscribe and privacy choices.

Step 5: Protect private information

Keep internal notes separate from customer messages. Only open customer or lead records when your role requires it.

Frequently asked questions

What if a customer cannot find their purchase?

Ask them to sign in with the email used at checkout, then verify the order or booking in Business.

How can I reduce disputes?

Use accurate listings, confirm payment, meet your promises, keep evidence of fulfilment, and offer fair resolutions promptly.

What to do next

Combine this guide with Practical order management and Customer campaigns.