repute — proposal log

All proposals

391 total · 312 approved · 79 corrected
Gmail · [email protected] Delivery Never Arrived today 09:14

incoming

proposed reply

Approved
Gmail · [email protected] Package Damaged today 08:52

incoming

proposed reply

Corrected to
Dear Ms Taylor, thank you for reaching out about your recent order. We sincerely apologise for the condition your package arrived in. Our team has raised a replacement request and you can expect delivery within 3–5 business days. No further action is needed on your end.

What Repute learnt

When a customer reports a damaged package, always confirm a concrete next step (replacement or refund) rather than asking for more information — the customer has already provided sufficient detail. Closing with "no further action needed" reduces follow-up anxiety and signals full ownership of the resolution.

Trustpilot · 1-star review Delivery Never Arrived today 08:31

incoming

proposed reply

Approved
CMS API · review #4801 Courier Complaints yesterday 16:44

incoming

proposed reply

Corrected to
We're sorry to hear your delivery experience didn't meet expectations. We've logged your feedback directly with the courier team and flagged your account for priority handling on future orders. Thank you for taking the time to let us know.

What Repute learnt

Courier complaint responses should acknowledge both the immediate frustration and include a forward-looking commitment, not just an apology — customers want to know the feedback has real consequences. Mentioning "priority handling on future orders" is more reassuring than a generic promise to "look into it."