Customer Support SOP¶

Owner: Solo Operator Last Updated: 2026-02-26 Review Cadence: Monthly Systems: Medusa Admin, Email (support@research-relay.com), SendGrid

1. Support Channels¶

Channel	Address	Priority
Email	support@research-relay.com	Primary
Website contact form	Routes to support@research-relay.com	Primary

There is no phone support or live chat. All support is asynchronous via email. This is intentional for a solo operation -- it allows batched response processing and creates a written record of all interactions.

2. Response Time Targets¶

Category	First Response	Resolution
General inquiry	Within 24 hours	Within 48 hours
Order status / tracking	Within 24 hours	Within 24 hours
Refund / return request	Within 24 hours	Within 3 business days
Product question (COA, purity, storage)	Within 24 hours	Within 24 hours
Chargeback notification	Same business day	Per processor deadline
Legal inquiry	Same business day	Consult attorney within 48 hours
Processor inquiry	Same business day	See Processor Response SOP

Schedule: Check and respond to emails twice daily (morning + late afternoon). Set calendar reminders.

3. Common Inquiries and Response Templates¶

3a. Order Status / Tracking¶

Customer asks: "Where is my order?" / "What's my tracking number?"

Lookup: 1. Open Medusa Admin > Orders. 2. Search by customer email or order ID. 3. Check fulfillment status and tracking number.

Response template:

Subject: Re: Order Status - [Order ID]

Hi [Name],

Thank you for reaching out.

Your order [Order ID] was shipped on [date] via [carrier].
Your tracking number is: [tracking number]

You can track your package here: [tracking URL]

Based on the carrier's estimate, delivery is expected by [date].

If you have any other questions, let me know.

Best,
Research Relay Support

If the order has NOT shipped yet:

Subject: Re: Order Status - [Order ID]

Hi [Name],

Thank you for reaching out.

Your order [Order ID] is currently being processed and is expected
to ship within [1-2 business days / timeframe].

You will receive a shipping confirmation email with tracking
information once your order ships.

If you have any other questions, let me know.

Best,
Research Relay Support

3b. Product Questions (Purity, COA, Storage)¶

Customer asks: "What is the purity of [product]?" / "Can I get a COA?" / "How should I store this?"

Lookup: 1. Open Medusa Admin > Products. 2. Find the product. Check metadata for purity, COA URL, and storage requirements. 3. If COA is stored as a file, retrieve the link.

Response template:

Subject: Re: [Product Name] - Product Information

Hi [Name],

Thank you for your interest in [Product Name].

Purity: [XX.X]% as verified by third-party HPLC analysis.

Certificate of Analysis: You can download the COA here: [COA URL]
[Or: I have attached the COA to this email.]

Storage: [Product-specific storage instructions, e.g.,
"Store at -20C in a dry environment, protected from light.
Stable for [X months] under recommended conditions."]

All products are for research use only (RUO) and are supplied
with full analytical documentation.

Let me know if you need anything else.

Best,
Research Relay Support

3c. Shipping Questions¶

Customer asks: "What carriers do you use?" / "How long does shipping take?" / "Do you ship internationally?"

Response template:

Subject: Re: Shipping Information

Hi [Name],

Thank you for your question.

We ship via USPS and UPS from California.

Estimated delivery times:
- Standard (USPS Priority Mail): 2-4 business days
- Expedited (Priority Mail Express): 1-2 business days

Temperature-sensitive products are shipped via expedited service
with cold packs to maintain product integrity.

[If international shipping is offered:]
International shipping is available to select countries.
Delivery times vary by destination (typically 7-14 business days).
Import duties and taxes are the responsibility of the recipient.

[If international shipping is NOT offered:]
At this time, we only ship within the United States.

Let me know if you have any other questions.

Best,
Research Relay Support

3d. Refund / Return Request¶

Customer asks: "I want a refund" / "How do I return this?"

Response: Follow the Refund SOP. Use this acknowledgment template:

Subject: Re: Return/Refund Request - [Order ID]

Hi [Name],

Thank you for reaching out. I am sorry to hear about the issue
with your order.

To process your request, I need the following information:

1. Your order number (if not already provided)
2. Which item(s) you would like to return/refund
3. The reason for the return (damaged, defective, wrong item, other)
4. [If damaged/defective:] Photos of the item and packaging

Once I have this information, I will review your request and
get back to you within 1 business day.

Our return policy:
- Damaged, defective, or incorrect items: Full refund or
  replacement within 7 days of delivery.
- Unopened items: Return accepted within 14 days of delivery.
  Customer is responsible for return shipping.
- Opened items: Returns are not accepted due to product
  integrity requirements.

Best,
Research Relay Support

3e. Bulk / Institutional Orders¶

Customer asks: "Do you offer bulk pricing?" / "I'm ordering for a university/lab"

Response template:

Subject: Re: Bulk/Institutional Order Inquiry

Hi [Name],

Thank you for your interest in placing a bulk order.

We offer volume pricing for institutional and research
laboratory customers. To provide you with a quote, I need:

1. Product(s) and quantities you are interested in
2. Your institution or organization name
3. Shipping address
4. Any purchase order or procurement requirements

I will prepare a quote and get back to you within 1-2
business days.

All products are for research use only (RUO) and are
supplied with Certificates of Analysis.

Best,
Research Relay Support

Medusa workflow for bulk orders: 1. Create a Draft Order in Medusa Admin with the negotiated pricing. 2. Send the draft order payment link to the customer. 3. Process as a normal order once payment is received.

3f. Usage Questions -- CRITICAL: RUO Compliance Response¶

Customer asks: "Can I use this for [medical/therapeutic/veterinary/diagnostic purpose]?" / "What's the recommended dosage?" / "Is this safe for [human/animal] use?"

THIS IS THE MOST IMPORTANT RESPONSE TO GET RIGHT.

Response template (use verbatim -- do NOT deviate):

Subject: Re: Product Usage Inquiry

Hi [Name],

Thank you for your inquiry.

All Research Relay products are sold strictly for
Research Use Only (RUO).

Our products are not intended for, and must not be used for:
- Human or veterinary use
- Diagnostic or therapeutic applications
- Food, cosmetic, or agricultural use

We are unable to provide guidance on usage, dosage,
application methods, or expected outcomes for any
non-research purpose.

For detailed product specifications, please refer to the
Certificate of Analysis (COA) available on the product page
or by request.

If you have questions about the product's chemical properties,
purity, or analytical data for your research purposes, I am
happy to help.

Best,
Research Relay Support

NEVER: - Suggest or confirm any non-research use is acceptable - Provide dosage, administration, or application guidance - Discuss effects, benefits, or outcomes of using the product - Refer the customer to external resources about non-research use - Engage in further discussion if the customer pushes back

IF the customer pushes back or asks follow-up usage questions:

Subject: Re: Product Usage Inquiry

Hi [Name],

I understand, and I appreciate your follow-up.

Our position on this is firm: all products are for research
use only, and we are unable to provide any guidance beyond
the product's chemical specifications and analytical data.

If you would like to proceed with a purchase for legitimate
in-vitro research purposes, I am happy to assist with your
order. Otherwise, I am afraid I cannot be of further help
on this topic.

Best,
Research Relay Support

4. Escalation¶

4a. Immediate Attention Required¶

The following require same-business-day response:

Trigger	Action
Chargeback notification	See Refund SOP Section 6. Gather evidence immediately.
Legal inquiry or subpoena	Do NOT respond. Contact attorney immediately.
Payment processor inquiry	See Processor Response SOP.
Threat of legal action from customer	Do NOT engage further. Forward to attorney.
Government agency inquiry (FDA, DEA, etc.)	Do NOT respond. Contact attorney immediately.
Media inquiry	Do not respond. Assess with attorney if needed.

4b. Escalation Process¶

Stop all communication on the topic.
Save and screenshot all related communications.
Document the timeline in a separate file (not in Medusa, which could be subpoenaed).
Contact your attorney with all documentation.
Do not resume communication until attorney advises.

5. Prohibited Responses¶

NEVER do any of the following in any customer communication:

Recommend usage, dosage, or application of any product for any purpose.
Confirm or imply that a product is suitable for human, animal, or diagnostic use.
Discuss effects or benefits of a product outside of its chemical/analytical properties.
Guarantee product performance for any specific research outcome.
Provide medical, veterinary, or diagnostic advice of any kind.
Share other customers' information, order details, or purchase history.
Make promises about refund outcomes before completing the review process.
Admit fault or liability in a dispute or chargeback situation.
Discuss pricing of competitors or make comparative claims.
Communicate about legal matters without attorney involvement.

6. Response Templates Quick Reference¶

Scenario	Section	Key Points
Order status (shipped)	3a	Include tracking number and carrier
Order status (not shipped)	3a	Give expected ship date
Product info (purity/COA/storage)	3b	Include COA link, storage instructions
Shipping info	3c	List carriers, timeframes
Refund request	3d	Request evidence, state policy
Bulk / institutional	3e	Request details, create draft order in Medusa
Usage question	3f	RUO redirect -- use template VERBATIM
Usage follow-up / pushback	3f	Firm restatement -- use template VERBATIM

7. Tools and Lookup in Medusa Admin¶

7a. Finding Customer Information¶

Medusa Admin > Customers (left sidebar).
Search by email address or name.
Click the customer to view:
Contact information
Order history (all orders, with status)
Customer group memberships
Notes (if any)

7b. Finding Order Details¶

Medusa Admin > Orders (left sidebar).
Search by order ID, customer email, or filter by status.
Click the order to view:
Line items (products, quantities, prices)
Payment status and method
Fulfillment status and tracking
Shipping address
Activity timeline (all events, notes, status changes)
Returns and refunds

7c. Finding Product Information¶

Medusa Admin > Products (left sidebar).
Search by product name or SKU.
Click the product to view:
Variants (sizes, configurations)
Pricing
Inventory levels
Custom metadata (purity, COA URL, storage requirements -- if custom fields are configured)
Images

8. Daily Support Workflow¶

Morning (15 minutes)¶

Open email inbox (support@research-relay.com).
Triage all new messages:
Urgent (chargeback, legal, processor): Handle immediately per Section 4.
Standard: Categorize using Section 3.
Respond to all messages that can be answered quickly (order status, product info).
Flag messages that require investigation (refund requests needing evidence review).

Afternoon (15 minutes)¶

Check for new messages received since morning.
Follow up on flagged items from the morning.
Respond to any outstanding messages.
Verify all messages from the past 24 hours have received at least an acknowledgment.

Weekly (30 minutes)¶

Review all open/unresolved support threads.
Follow up on any threads older than 3 business days.
Review refund/return requests in progress (cross-reference Refund SOP).
Update response templates if recurring questions suggest a template gap.
Check if any product page FAQs should be updated based on common questions.