Virtual Assistant

SOP — CUSTOMER SUPPORT
Standard procedure for handling customer e-mails


1. YOUR MISSION

You handle e-mail customer support for several e-commerce stores in Eastern Europe (Hungary, Slovakia, Czechia, Poland, Croatia, etc.).

You don't need to speak the local languages: you use AI to translate and write the replies in the customer's language. The goal is simple: reply fast, stay professional, keep customers happy and the inbox clean.


2. YOUR TOOLS & ACCESS

- Central inbox — All stores land in one single address. This is your starting point.
- Shopify — View orders and amounts, cancel or edit an order.
- Google Sheet — Log the refunds to be made (the boss handles the transfer).
- Product sheets — Answer questions about each product.
- AI (translate + write) — Understand the customer's e-mail and write the reply in their language.


3. YOUR DAILY ROUTINE

Check the inbox 3 times a day:
- Morning
- Midday
- Evening

Schedule:
- Monday to Friday
- Sunday evening only (so everything is handled before Monday's shipments)
- No shift on Saturday

Rule: after each pass, the inbox must be clean again. Every e-mail is either handled or escalated to the boss.


4. THE 3 TYPES OF REQUESTS

Almost every e-mail falls into one of these 3 categories. Identify the type, then follow the procedure.

Type 1 — Question about the product
1. Open the matching product sheet.
2. Answer the customer's question using AI, in their language.
3. Send. Done.

Type 2 — Complaint / unhappy customer
1. First, understand WHY the customer is not satisfied.
2. Offer a refund.
3. If the customer accepts, ask for their bank details (IBAN / bank account).
4. On Shopify, check the order amount to be refunded.
5. Log it in the Google Sheet: bank details + amount.
6. Send the boss the bank details + amount. The boss makes the transfer.

Type 3 — Order cancellation
1. Go to Shopify and cancel the order.
2. Send the customer an e-mail confirming the order has been cancelled.


5. SPECIAL CASE — ADDRESS CHANGE

Two situations, depending on the order status:
- Order NOT shipped yet — Edit the address directly in Shopify.
- Order ALREADY shipped — Reply that the order has already left. If it's a real problem, the customer must contact the delivery service directly.


6. GOLDEN RULES

- Reply fast — speed makes the difference.
- Stay polite and professional at all times.
- Clean inbox after every pass.
- When in doubt, escalate to the boss instead of guessing.
- Always use AI to translate and write in the customer's language.