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What to include in a first message

Support can resolve almost anything on the first reply when the message contains enough to work with. Sending these details up front saves a round trip, which matters most when an order is mid delivery.

• The order number from the confirmation email, if the message is about an existing order.
• The username, page URL or post link the order was placed against.
• Which service and package size was purchased.
• What was expected and what actually happened, in a sentence or two.

Questions answered before ordering

Pre sale questions are welcome and cost nothing. The most common ones are which service suits a particular account, what package size makes sense against current numbers, and how pacing works on larger orders. Anyone unsure which of the eight services fits should send the profile link and ask.

Advice given before an order is deliberately conservative. If a smaller package is the better call, that is what gets recommended, and if the honest answer is that the profile needs work before any package will help, that gets said too.

Existing orders and delivery issues

Orders that have not started within a few hours, orders that stopped part way, and counts that slipped inside the guarantee window are all handled by email. Refill requests are processed once the account or post link has been checked.

Details of what is and is not covered sit on the refund and return policy page. Reading that first usually answers the question faster than waiting for a reply.

Business and agency enquiries

Agencies running multiple client accounts can arrange recurring orders and consolidated billing. Send an outline of the number of accounts, the services involved and the rough monthly volume, and a response will follow with what can be set up.