4AM Media KBS

Layered Macros

Return to Sender – Address Related Issues (Customer Fault)

Macro Title: Return to Sender - Address Related (Customer Fault)- L1 Shipping Terms

Hello {{ticket.customer.firstname}}!

Thank you for reaching out.

After reviewing your shipment, we can confirm that the package was returned to sender due to an address-related delivery issue. The carrier marked the shipment as undeliverable, with the following reason:

[Choose below whatever matches the update on the tracking details and delete the others]

✔️ The recipient has moved and the package could not be forwarded

✔️ The address provided is invalid, incomplete, or not recognized (e.g., incorrect street or unit number)

✔️ A delivery notice was left, but the package was not claimed or scheduled for redelivery within the carrier’s allotted timeframe

Please note that all orders are processed and shipped strictly based on the information provided at the time of purchase, and we are unable to modify the shipping address once an order has been submitted.

As outlined in our Terms and Conditions, it is the customer’s responsibility to ensure that all shipping details are accurate and complete, as well as to monitor the shipment and coordinate with the carrier if any delivery issues arise.

Because of this, we regret to inform you that we are unable to proceed with a reshipment or refund for this order.

If you have any questions or need assistance placing a new order, please don’t hesitate to reach out—we’re always here to help.

Best,

Anastasia Miller | Customer Service Representative

Macro Title: Return to Sender - Address Related - L2 Threatens Chargeback, Legal action

Thank you for your follow-up message.

We completely understand your concern and recognize how frustrating this situation can be. We’ve carefully reviewed your case once again; however, our position remains unchanged.

As previously advised, the package was returned to sender due to {reason}. Under our Terms and Conditions, orders that are returned for address-related or delivery-related issues of this nature are not eligible for a refund or reshipment. You can review the policy here: (Link to the terms and condition page)

While we truly empathize with your situation, we’re unable to make an exception in this case. At this time, no further action can be taken on this order.

We understand this may not be the resolution you were hoping for, and we sincerely appreciate your understanding as we apply our policies consistently to all customers. While we regret any inconvenience this has caused, these guidelines are in place to ensure fairness across all orders.

If you have any other questions or need assistance with a future order, please don’t hesitate to reach out—we’re here to help.

Return to Sender – Carrier Fault

Macro Title: Return to Sender -Carrier Fault - Reshipped

Thanks for reaching out! I'm so sorry to hear that you have not yet received your order.

After reviewing your shipment, we can confirm that the package was returned to sender due to a carrier-related delivery issue with the following reason:

[Choose whatever matches the update on the tracking details and delete the others] OR Paste the exact reason from the tracking details

✔️Misrouted package by the carrier

Package sent to the wrong facility or wrong route hub and cannot be recovered in time

✔️Carrier failed delivery attempt correctly

Tracking shows attempted delivery, but no actual attempt was made (scan error or driver error)

✔️Incorrect “address not found” despite valid address

Carrier cannot locate address due to internal mapping or system error

✔️Package held at facility too long

Carrier failed to process redelivery or hold request within required timeframe

✔️Lost in transit then later marked RTS

Package is found but cannot be delivered anymore due to system closure or routing cutoff

✔️Scanner or labeling error by carrier

Wrong status applied (e.g., “undeliverable” when address is actually correct)

In this case, the carrier was unable to successfully complete the delivery due to issues encountered during the delivery attempt. While these situations are managed by the carrier, we understand the inconvenience this may have caused.

As a resolution, we will proceed with a one-time reshipment of your order at no additional cost. Once the replacement has been processed, you will receive a new tracking number so you can monitor the delivery progress.

Return to Sender – Customer Refused

Macro Title: Return to Sender – Customer Refused – L1 Shipping Terms

Hi {Customer first name},

We have reviewed your order and can confirm that the shipment was marked as Return to Sender after being refused at the time of delivery.

As outlined in our Terms and Conditions, packages that are refused and returned to sender are not eligible for a refund. Additionally, any return request must be coordinated with and approved by our Customer Service team prior to taking action to ensure it follows our return process.

Since the package was returned without prior authorization, we regret to inform you that we are unable to process a refund for this order.

If you have any other questions or need assistance with future orders, please feel free to reach out.

Anastasia Miller, Customer Service Representative

Macro Title: Return to Sender – Customer Refused – L2 Threatens Chargeback or Legal Action

Hi Customer first name,

Thank you so much for your message. We truly understand how important this situation is to you, and we’re very sorry for any frustration or inconvenience this may have caused.

As previously noted, the package was refused at delivery and returned to sender. Under our Return Policy, packages marked “Return to Sender” and returns made without prior approval from our support team are not eligible for a refund.

That said, we genuinely want to support you and bring this matter to a positive resolution. As a gesture of goodwill, a partial refund of [amount] has already been issued to your original payment method. Please allow 1-10 business days for this to reflect, depending on your bank or payment provider.

While this falls outside of our standard policy, we hope this helps provide a fair resolution.

We truly appreciate your patience and understanding, and we’re here if you have any questions or need further assistance.

Return to Sender – Unclaimed, Destroyed

Macro Title: Return to Sender – Unclaimed, Destroyed – L1 Shipping Terms

Hello Customer first name,

Thanks for reaching out! I'm so sorry to hear that you have not received your order.

After reviewing your order, we can confirm that the package was marked as unclaimed and was subsequently destroyed by the carrier after being held for an extended period without being collected.

Carriers typically make multiple delivery attempts or hold shipments for a specific timeframe to allow for successful delivery or pickup. If a package remains unclaimed beyond this period, it may be disposed of in accordance with the carrier’s policies.

As outlined in our Terms and Conditions, it is the customer’s responsibility to ensure availability to receive the package or to coordinate directly with the carrier for delivery or pickup. When a shipment is left unclaimed and later destroyed, we are unable to assume liability for the outcome.

If you have any further questions or need assistance with future orders, please feel free to reach out—we’re here to help.

Macro Title: Return to Sender – Unclaimed, Destroyed – L2 Threatens Chargeback or Legal Action

Thank you for your follow-up message. We understand your concern and truly recognize how frustrating this situation must be.

We have carefully reviewed your case again, and while we genuinely empathize with your situation, our position remains unchanged. As outlined in our Terms and Conditions, shipments that are left unclaimed and subsequently disposed of by the carrier are not eligible for a refund or reshipment.

At this time, no further action can be taken on this order.

We understand this may not be the resolution you were hoping for, and we sincerely appreciate your understanding of our policy as we apply it consistently to all customers. While we regret any inconvenience caused, we must uphold this policy to ensure fairness across all orders.

Should you need any additional support or have questions moving forward, we are here to assist you.

Stuck in Confirmed Status

Macro Title: Stuck in Confirmed Status – L1 Monitor 7 Days

After checking your tracking information, it does appear that your shipment is lacking movement. While delays like this are uncommon, sometimes unexpected factors (like weather) can prevent a timely delivery. Rest assured, however, that our team will take every action to make things right!

I just went ahead and opened an investigation with the shipping carrier, so we should expect to see a tracking update posted in the next day or so. If for any reason you do not see movement in the next 7 days, please let us know. We'd be happy to place a new order for you for no additional charge at that time. :)

Please reach out if you have any further questions in the meantime.

Thanks again for your patience and continued support!

Cecilia Jones, Customer Service Representative

Splash Cleaner LLC

Label Created

Macro Title: Label Created – L1 Monitor 3 Days

Thanks for reaching out! I’m so sorry for any confusion regarding your tracking update.

After checking your order, I can see that the tracking is currently showing as “label created” or “shipping label purchased.” This means your order has already been processed and prepared for shipment, but the carrier has not yet completed the initial scan of the package.

While this is a normal part of the shipping process, it can sometimes take 1–3 business days for the first tracking update to appear once the carrier picks up the package. Rest assured, your order is on its way and should begin moving shortly!

If you don’t see any movement in the next few days, please don’t hesitate to let us know and we’ll be happy to look into it further for you. 😊

Please reach out if you have any other questions in the meantime.

Macro Title: Label Created – L2 Confirm Address

Thank you for your patience while we monitored the status of your shipment.

It has been over 3 days since we opened an investigation with the carrier, and we still do not see movement on your tracking information. To help us resolve this as quickly as possible, could you please confirm the shipping address you provided for your order? This will ensure we have the correct details on file and allow us to take the appropriate next steps.

Once we have your confirmation, we can either work with the carrier to locate the package or arrange a replacement order if needed.

We truly appreciate your understanding and cooperation. Please let us know at your earliest convenience so we can make sure your order reaches you promptly.

Missing Accessory (includes cord, brush)

Macro Title: Missing Accessory – L2 $5 Refund Offer

Thank you for your message and for sharing your concerns about your recent order. We completely understand how important it is to receive a complete order and we’re very sorry to hear that an accessory was missing.

We sincerely apologize for the inconvenience this has caused. As a gesture of goodwill, we would like to offer a $5 compensation, which will be refunded to your original payment method. Please allow a few business days for the refund to reflect, depending on your bank’s processing time.

We truly appreciate your understanding and continued support. If you have any further concerns, please don’t hesitate to reach out — we’re always here to help.

Thank you again for your patience and for being a valued customer.

All the best,

Amelia Davis, Customer Service Representative

Missing OHA Ear Tips Inclusion

Macro Title: Missing Ear Tips – L1 Reshipped

To resolve this quickly, we have arranged a replacement shipment to be sent to the same address on file. Once your replacement package has been dispatched, you will receive a confirmation email containing the tracking information, so you can monitor its progress until it reaches you.

We appreciate your patience and understanding while we get this sorted. If you have any further questions in the meantime, please don’t hesitate to reach out — we are always happy to assist you.

Thank you for your continued support.

Defective Claims

Macro Title: Defective – Warranty Claim – L1 Reshipped

Thank you for reaching out, and we’re very sorry to hear that you received a defective product. We completely understand how disappointing this must be and sincerely apologize for the inconvenience.

Since we have exhausted all possible troubleshooting steps and the device remains non-functional, we have arranged a replacement under warranty, which will be sent to the same address on file. Once your replacement has been dispatched, you will receive a confirmation email with tracking details so you can monitor its progress until it reaches you.

We truly appreciate your patience and understanding while we get this resolved. If you have any questions in the meantime, please don’t hesitate to reach out — we are always happy to assist.

Macro Title: Defective within 2 Weeks (No Warranty) – L1 Reshipped

Thank you for reaching out, and we’re very sorry to hear that your device is not functioning as expected. We completely understand how frustrating this must be and sincerely apologize for the inconvenience.

While this device is not covered by a warranty, we’re happy to offer a one-time courtesy replacement to help resolve this for you. We have arranged for a replacement to be sent to the same address on file. Once it has been dispatched, you will receive a confirmation email with tracking details so you can monitor its progress until it arrives.

We truly appreciate your patience and understanding. If you have any questions in the meantime, please don’t hesitate to reach out — we’re always happy to assist..