⌘K
GETTING STARTED
FIND — Get an Idea
VALIDATE — Hit PMF (Phase 3)
UNIT ECONOMICS — First (Phase 4)
SCALE — Build to ₹1L/mo
AI & AUTOMATION
ANALYTICS & DATA
FINANCE
TOOLS & CALCULATORS
RESOURCES
Phase 9 of 13 — Operations · Days 71-77
<1%
Error Rate Target
Wrong/damaged orders
30 min
Response Time
Customer query response
6-7 PM
Dispatch Cutoff
Same-day dispatch window
7 days
Return Window
Standard D2C return policy
30 min
maximum response time — every hour of delay drops satisfaction 10%
Auto-respond within 5 min via WhatsApp, resolve within 30 min
10 AM — Morning Check
2 PM — Midday Round
6 PM — EOD Dispatch
Subject: Your order is on its way! 🚀
Hi [Name],
Great news! Your order #[Order#] has been shipped via [Courier].
Tracking: [Tracking Link]
Expected Delivery: [Date]
If you have any questions, just reply to this message — we respond within 30 minutes during business hours.
Cheers,
[Brand] Team
Subject: We're sorry — let's fix this right away
Hi [Name],
We're really sorry to hear about the issue with your order. This is not the experience we want you to have.
Next steps:
1. Share a photo of the issue on this chat
2. We'll review within 2 hours
3. Full refund or replacement — your choice
We take quality seriously and will make this right.
[Brand] Team
Subject: Your return request is confirmed
Hi [Name],
Your return for order #[Order#] has been initiated.
Process:
1. Pack the product in original packaging
2. Our courier will pick up within 48 hours
3. Refund processed within 3-5 business days
Return Window: 7 days from delivery
[Brand] Team
Subject: Special offer just for you ✨
Hi [Name],
We'd love to have you try [Brand]! Here's a little something to help:
Code: WELCOME10 — 10% off your first order
Valid for: 48 hours
This is our special first-order discount — we don't offer this to everyone!
[Brand] Team
| Metric | Minimum | Target | World Class |
|---|---|---|---|
| First Response Time | <2 hours | 30 minutes | <5 minutes |
| Issue Resolution Time | 24 hours | 4 hours | 1 hour |
| Order Error Rate | <3% | <1% | <0.5% |
| Return Processing | 7 days | 3 days | 1 day |
| Review Response Rate | 50% | 80% | 100% |
<1%
order error rate — the difference between repeat customers and refund requests
Check every order before dispatch: right product, right quantity, right address
6-7 PM
Daily dispatch cutoff
Cutoff: Orders before 6 PM ship same day
After cutoff: Next day dispatch
Sunday: No dispatch (Monday pickup)
✓ Right product variant
✓ Correct quantity
✓ No visible defects
✓ Proper packaging
✓ Thank you card included
✓ Correct shipping label
✓ Invoice inside package
Orders received: Track daily
Orders dispatched: Same-day %
In-transit issues: Track weekly
RTO rate: Track weekly
Customer queries: Response time avg
Refunds processed: Count + amount
| Scenario | Policy | Timeline | Refund Method |
|---|---|---|---|
| Defective Product | Full refund or replacement | Immediate upon photo proof | Original payment method |
| Wrong Product Sent | Full refund or replacement | Immediate upon photo proof | Original payment method |
| Changed Mind | Refund minus shipping | 7 days from delivery | Store credit preferred |
| Size/Color Issue | Free exchange | 7 days from delivery | Exchange shipped first |
| Damaged in Transit | Full refund | Report within 48 hours | Original payment method |
| COD RTO | No refund (customer cancelled) | Upon return receipt | N/A — product restocked |
| Channel | Response SLA | Setup Cost | Priority |
|---|---|---|---|
| WhatsApp Business | 30 minutes | Free | Primary |
| Instagram DMs | 1 hour | Free | Secondary |
| 4 hours | Free | Standard | |
| Phone | N/A (callback) | ₹0-500/mo | As Needed |
Sources: Indian D2C Operations Benchmarks 2024, Shopify Fulfillment Report, Customer Service SLA Standards
Ready to move forward? Continue to Phase 9.
Phase 9: Pre-Launch Validation →