Nwachukwu Precious Ogechi

VELOUR Contemporary African Fashion · Est. 2021 velour.ng ·-· @velour_ng Customer Support Portfolio Prepared by Precious Ogechi Nwachukwu Customer Support Specialist ABOUT THE BRAND VELOUR is a Lagos-based contemporary fashion e-commerce brand offering premium African-inspired womenswear — from everyday staples to statement occasion pieces. We ship across Nigeria and to the UK and US diaspora market. Our customers expect the brand experience to match the quality of what they buy: fast, warm, and seamless. My Role as Customer Support Specialist – First point of contact for all pre-sale and post-sale inquiries via email, live chat, and social DMs – Ticket management via Freshdesk — categorising, prioritising, and resolving within SLA – Escalation handler for refund disputes, delivery failures, and quality complaints – FAQ and Help Center content owner — keeping information accurate and customer-friendly SECTION 1 — SAMPLE CUSTOMER EMAILS & RESPONSES Scenario 1: Order Not Delivered Ticket #VL-0041 · Channel: Email · Priority: High · Status: Resolved Customer Email: From: Adaeze Okonkwo- Subject: My order has not arrived — it's been 12 days! Hello, I placed order #VL88234 on the 3rd of March and paid for 5–7 day delivery. It is now 12 days and I have received nothing. No update, no tracking movement. This is completely unacceptable. I need my package or my money back. Please sort this out immediately. Adaeze My Response: From: Precious · VELOUR Customer Support- Subject: Re: Your Order #VL88234 — We're On It Hi Adaeze, Thank you for reaching out, and I completely understand your frustration — 12 days is far beyond what we promised you, and I'm sorry we've put you in this position. I've pulled up your order right away. Here's what I can see: your package was dispatched on the 5th of March but appears to have stalled at our courier's Lagos sorting hub since the 8th. I have flagged this as a priority case with our logistics partner and requested an urgent status update within 24 hours. In the meantime, I want to make sure you have options. If your package is confirmed lost or cannot be delivered within the next 48 hours, I will process a full replacement shipment at no cost — or a complete refund, whichever you prefer. I will personally follow up with you by tomorrow, 5PM, with a confirmed resolution. Again, I'm truly sorry for this experience. You deserve better, and we're going to make it right. Warm regards, Precious | Customer Support Specialist, VELOUR What this demonstrates: Empathy-first opening · Clear ownership of the issue · Transparent update on the situation · Concrete next steps with a timeframe · SLA accountability Scenario 2: Wrong Item Received Ticket #VL-0058 · Channel: Email · Priority: Medium · Status: Resolved Customer Email: From: Temi Alabi- Subject: You sent me the wrong dress!! I ordered the Ankara Wrap Dress in size 12 (burgundy) and received a completely different dress — it's green and a size 8. I have an event this weekend and this has ruined my plans. What is going on over there? My Response: From: Precious · VELOUR Customer Support- Subject: Re: Your Order — Wrong Item, We're Fixing This Now Hi Temi, Oh no — I am so sorry. Receiving the wrong item when you have an event coming up is the last thing you needed, and I want to fix this as fast as humanly possible. Please can you send me a quick photo of what you received? This helps me process the correction immediately on our end. Once confirmed, I will arrange an express replacement of your Ankara Wrap Dress (Burgundy, Size 12) to be dispatched within 24 hours — and we will cover the return of the incorrect item at our expense, no hassle on your side. If the replacement cannot reach you before your event, I would also like to offer you a full refund plus a 15% discount code for your next order as an apology for the inconvenience caused. Please reply with the photo and I will get this moving straight away. Sincerely, Precious | Customer Support Specialist, VELOUR What this demonstrates: Urgency matching the customer's stress · Clear action request (photo) · Two resolution paths offered · Proactive goodwill gesture (discount) SECTION 2 — LIVE CHAT TRANSCRIPTS Scenario 3: Pre-Sale Sizing Question Channel: Website Live Chat · Duration: 6 minutes · CSAT Score: 5/5 Chisom (Customer) Hi, I want to order the Linen Co-ord Set but I'm not sure what size to get. I'm usually between sizes. Precious (Support) Hi Chisom! Great choice — that co-ord is one of our bestsellers. Happy to help you find your perfect fit. Could you share your bust, waist, and hip measurements? That way I can match you to our size chart directly. Chisom (Customer) Okay sure. Bust 38", waist 31", hips 42". Precious (Support) Perfect, thank you! Based on those measurements, I'd recommend a Size 14. The linen fabric has a relaxed fit, so it'll drape beautifully without being too loose. Your hips are the deciding factor here and the 14 gives you the most comfortable fit across the set. Would you like me to add it to your cart, or is there anything else you'd like to know about the piece first? Chisom (Customer) That's really helpful, thank you! I'll go ahead and order now. Precious (Support) Wonderful! Enjoy your new set, Chisom — and feel free to reach out anytime. Happy shopping! What this demonstrates: Warm, natural tone · Data-driven sizing advice · Gentle upsell close · Positive brand impression Scenario 4: Frustrated Customer — Delayed Refund Channel: Website Live Chat · Duration: 9 minutes · Escalation Avoided Ngozi (Customer) I returned a dress 3 weeks ago and I still haven't received my refund. Every time I contact you I get a different answer. This is fraud. Precious (Support) Hi Ngozi, I hear you — and I completely understand why you feel that way. Three weeks is way too long, and getting inconsistent answers makes it so much worse. I'm sorry. I'm pulling up your account right now so I can give you one clear, honest answer. Ngozi (Customer) My order number is VL77102. Precious (Support) Got it. I can see the return was received by our warehouse on the 14th — it's been sitting in the finance queue and wasn't processed due to a billing system delay we had earlier this month. That's our fault entirely, not yours. I'm escalating this to our finance team right now as a priority. You will receive your refund of ₦28,500 within 2 business days. I'll also send you a confirmation email in the next 10 minutes so you have it in writing. Ngozi (Customer) Finally a straight answer. Thank you. Please make sure that email comes through. Precious (Support) It's on its way now, Ngozi. I've added my direct reference so if anything is unclear you can reply to that email and it'll come straight to me. Thank you for your patience — and again, I'm sorry for the delay. What this demonstrates: De-escalation under pressure · No defensiveness · Radical transparency about internal fault · Concrete resolution + written confirmation SECTION 3 — ESCALATION HANDLING SCENARIO Scenario 5: Threatening Public Complaint + Refund Dispute Ticket #VL-0093 · Priority: CRITICAL · Escalated to: Senior Support Lead Situation: A customer, Mrs. Folake Banwo, received a dress she claims is "completely different in quality" from what was advertised online. She is threatening to post on Twitter/X and contact consumer protection authorities. She is demanding a full refund AND compensation. The original ticket was handled by a junior agent who offered only a 10% discount, which enraged her further. Step 1 — Acknowledge & Take Ownership (within 1 hour of escalation) From: Precious · VELOUR Customer Support- Subject: Your Experience with VELOUR — Personal Follow-Up from Senior Support Dear Mrs. Banwo, My name is Precious and I am reaching out personally as the senior member of our customer support team. I have reviewed your case in full, and I want to start by sincerely apologising — not just for the product experience, but for the way your concerns were handled in our first response. A 10% discount was not an appropriate answer to what you described, and I understand completely why it made things worse. I would like to resolve this fully and fairly for you. Could you please share clear photos of the item you received alongside the product listing you ordered from? This allows me to document everything properly and process the right outcome for you without any further delays. I will be personally handling your case from this point forward. Respectfully, Precious | Senior Customer Support, VELOUR Step 2 — Internal Escalation Note (added to ticket) INTERNAL NOTE — DO NOT SEND TO CUSTOMER Escalation reason: Customer threatening public complaint + consumer authority. Prior response inadequate. Photos requested. If confirmed quality discrepancy — approve full refund + ₦5,000 goodwill credit. Do NOT offer partial refund again. Loop in logistics to check batch quality. Update within 2hrs. Step 3 — Resolution Email (after photo confirmation) Dear Mrs. Banwo, Thank you for sending those photos — they were very clear, and I have reviewed them against our product listing and quality standards. I agree with your assessment: what you received does not meet the standard we advertise or stand behind. Here is what I am doing for you, effective immediately: – Full refund of ₦45,000 processed today — you will see it within 2–3 business days – A ₦5,000 VELOUR store credit added to your account as a goodwill gesture for the experience – A prepaid return label sent to your email so you can return the item at zero cost We have also flagged this product batch internally for quality review — your feedback is genuinely helping us prevent this from happening to another customer. Mrs. Banwo, I hope this resolution reflects how seriously we take your experience. We would love the opportunity to earn your trust back — but we understand completely if you choose not to return. With respect, Precious | Senior Customer Support, VELOUR What this demonstrates: Escalation ownership · Rebuilding trust after a poor first response · Internal documentation · Full resolution without negotiating down · Business impact awareness (quality batch flag) SECTION 4 — FAQ / HELP CENTER DRAFT VELOUR Help Center — Frequently Asked Questions Orders & Shipping Q: How long does delivery take? A: Standard delivery within Lagos takes 2–4 business days. Deliveries to other states in Nigeria take 4–7 business days. International shipping to the UK and US takes 7–14 business days. Please note that processing time (1 business day) is separate from delivery time. Q: Can I change or cancel my order after placing it? A: You can change or cancel your order within 2 hours of placing it by contacting us at-or via live chat. After 2 hours, your order may already be in processing and we cannot guarantee changes — but reach out anyway and we'll do our best. Q: How do I track my order? A: Once your order is dispatched, you'll receive a tracking link via email and SMS. You can also log into your VELOUR account and visit 'My Orders' to see real-time updates. If your tracking hasn't updated in more than 48 hours, please contact our support team. Returns & Refunds Q: What is your return policy? A: We accept returns within 14 days of delivery for items that are unworn, unwashed, and in original condition with tags attached. Sale items are non-returnable unless they arrive damaged or defective. To start a return, email-with your order number and reason. Q: How long does a refund take? A: Once we receive and inspect your returned item (1–2 business days), your refund will be processed within 3–5 business days back to your original payment method. You'll receive a confirmation email when it's on its way. Q: I received a damaged or wrong item. What do I do? A: We're so sorry about that! Please email-with your order number and clear photos of what you received within 48 hours of delivery. We will arrange a replacement or full refund — plus a prepaid return label so you're not out of pocket. Sizing & Products Q: How do I find my size? A: Every product page includes a detailed size guide with bust, waist, and hip measurements. If you're between sizes, we recommend sizing up for comfort. Our support team is also happy to advise — just send us your measurements via live chat and we'll guide you. Q: Are your fabrics ethically sourced? A: Yes. VELOUR is committed to responsible production. All fabrics are sourced from certified suppliers in Nigeria and West Africa. We work directly with local artisans for our Ankara and handwoven pieces. Payments Q: What payment methods do you accept? A: We accept debit and credit cards (Visa, Mastercard), bank transfer, Paystack, and pay-on-delivery for Lagos orders above ₦10,000. International customers can pay via card or PayPal. Q: Is it safe to pay on your website? A: Absolutely. All transactions on VELOUR are secured with 256-bit SSL encryption. We do not store your card details on our servers. Payments are processed securely through Paystack. What this demonstrates: Clear, customer-friendly language · Organised by topic · Proactive answers that reduce ticket volume · Consistent brand voice throughout Portfolio prepared by Precious Ogechi Nwachukwu · Customer Support Specialist-· - · Lagos, Nigeria