Questions to answer fully
| Question | What a good answer covers |
|---|---|
| Where is my order? | Status, tracking link and expected delivery |
| Is this in stock? | Stock now, and a restock alert if not |
| Can I see the lab report? | A direct link to the report for the batch shipping now |
| How should the vial be stored before use in the lab? | Storage conditions for the unopened product, as written for a lab |
| How do I pay by Zelle or bank transfer? | The exact steps and the order code for the memo |
| Do you offer wholesale? | How to apply and what approval takes |
Questions to decline, every time
Questions about how much to take, how to take it, what it will do, or whether it is safe for a person. Decline them the same way each time, briefly and without judgment:
Thanks for asking. Our products are sold for laboratory research use only, so we are not able to advise on use outside the lab. I am glad to answer anything about your order, our lab reports or storage.
Consistency matters. A reviewer who reads your support history should see the same boundary on every reply, from every person on your team.
Keeping support safe across channels
- Keep saved replies for the common questions, written once and checked.
- Check the wording of any reply that is not a saved reply before it goes out.
- Keep all channels in one place, so nothing gets answered twice or not at all.
- Never move a conversation to a personal phone or social account.
How Purity helps
Purity keeps texts and emails with each customer's record, checks the wording of the texts and campaigns you send from the dashboard, and offers a store chat that answers buyers from your catalog, stock, lab reports and order status. The chat checks every reply against the same rules, declines questions about use outside the lab, and cannot hand a buyer to a person without their consent.
Common questions
- What should a research store say when asked how to use a product?
- Decline politely and consistently: the products are for laboratory research use only, so the store cannot advise on use outside the lab. Then offer to answer questions about the order, lab reports or storage.