Purpose

This is the internal quick-response base for customer service. It is meant for:

• replying to emails quickly,
• keeping one consistent communication style,
• unifying answers about products, shipping, discounts and logistics issues.

Response Style

• Always warm, calm, natural and human.
• No stiff or official tone.
• Never address the customer informally.
• For template responses, use neutral forms so the customer does not feel it is mass mailing.
• If the customer writes in a language other than Polish: first reply in the customer’s language, then add the Polish version below.
• When preparing preview versions for internal use: always Polish first, then foreign languages.
• In problem-related messages: first apologize, then explain, then give a specific solution.

Fixed Rules

1. Discount code

• After purchase, the customer receives a 5% discount code for the next order.
• The code is sent in the shipping confirmation email.
• The code is valid for 3 months from the last purchase.

2. Loyalty points

• After every order, points are added to the customer’s account.
• Points accumulate.
• Points can be used for future orders, products or shipping costs if the customer collects enough of them.
• Product pages in the shop show point values.

3. No free gift

• If the customer mentions that there was no free gift, explain that the shop rewards customers through a 5% discount code and loyalty points.
• Do not promise free gifts unless there is a specific promotion.

4. Unheated conifer honeydew honey

• Currently unavailable.
• It is bottled after the season or later using a cold method.
• Encourage the customer to click “notify me when available”.

5. Heating honey

• Gentle heating only up to around 40°C.
• We use electric heaters with a low-temperature thermostat.
• Temperature is constantly controlled.
• There is no possibility of overheating the honey.
• This is not aggressive heating, only gentle preparation for bottling.

6. Naming

• “Premium linden honey” and “linden nectar honey” are the same honey.
• “Premium” is the trade line name.
• “Nectar” is the legally correct type name.

7. USA

• We currently do not ship to the USA because of customs barriers and formalities.
• If payment was received, we refund it and cancel the order.

8. United Kingdom

• We currently do not provide standard shipping to the UK.
• For London, Mleczko Polish Supermarket can be indicated.

9. Foreign contact

• We prefer email contact.
• For foreign customers, it can be said directly: we do not speak much English, so we prefer email contact because it allows us to clarify everything precisely.

10. Loyal customer

• If the customer comes back after years or we recognize the name or nickname, it can be mentioned naturally.
• Do not overdo it, but phrases like “we remember truly loyal customers like you” are fine.

Internal FAQ – Ready Content

A. Questions about discounts, reductions, free gifts

Question: Can I get a discount? I am a regular customer.

Answer – meaning: There are two main benefit systems in the shop:

• a 5% discount code after purchase, valid for 3 months,
• loyalty points added after every order.

We do not promise an automatic discount for every order. For larger and regular purchases, the matter may be considered individually.

Question: Why was there no free gift?

Answer – meaning: Explain that instead of physical freebies, the shop offers:

• a 5% discount code for the next order,
• points for every order, usable later for products or shipping.

Short formula:
“In our shop, customer benefits work mainly in two forms: after shipping, you receive a 5% discount code for your next purchase, and additionally, points are added to your customer account after each order. These points accumulate and can later be used for products or shipping costs.”

B. Questions about heating honey

Question: Is the honey heated?

Answer – meaning: Yes, if needed for bottling, but only gently up to about 40°C. Electric heaters + low-temperature thermostat. No possibility of overheating.

Short formula:
“We heat the honey only gently, up to around 40°C, solely so it can be bottled safely. We use electric heaters with a low-temperature thermostat, so the temperature is constantly controlled and there is no possibility of overheating the honey.”

Question: Do you have an unheated version?

Answer – meaning: Yes, but currently unavailable; it will be available after the season or later. Encourage availability notification.

C. Questions about Premium linden honey / nectar honey

Question: Why did I receive linden nectar honey if I ordered Premium?

Answer – meaning: It is the same honey. Premium = trade line. Nectar = full legally correct type name. There was no substitution.

Short formula:
“We sell one linden honey, and it is exactly Premium linden nectar honey. The jar label shows the full name compliant with labeling rules, while the shop sometimes uses a shortened trade name.”

D. Questions about delays and couriers

Question: Where is my parcel?

Answer – meaning: Apologize. Check the status. If needed, submit an intervention. If status is “redirected”, ask whether the customer requested redirection.

Ready formula:
“We have checked the shipment status and immediately submitted an intervention with the carrier. According to the current information, the parcel has the status [insert status]. Did you request a change of address or parcel redirection? This information will help us clarify the matter faster.”

Question: The parcel returned from the parcel locker, what now?

Answer – meaning: Explain it was not collected on time. The carrier automatically returned it. If it is to be resent, the customer must cover return and reshipping costs.

Ready formula:
“The parcel was not collected within the required time, so the carrier’s system automatically started the return procedure. In this situation, in order for us to resend the parcel, it is necessary to cover the cost of the return and the cost of reshipping.”

E. Questions about the shop, technical errors, manual orders

Question: I cannot place an order through the shop.

Answer – meaning: Apologize for the error. Offer manual order entry and payment details by email.

Short formula:
“We apologize for the technical problem. We can manually enter the order into the system and send the confirmation and payment details by email.”

Question: Can the order be entered manually?

Answer – meaning: Yes. This is often the simplest option when shop errors occur.

F. Questions about product availability

Question: Is propolis available?

Answer – meaning: If active in the shop, confirm and provide the link. If unavailable, inform accordingly and possibly encourage availability notification.

Question: Is bee pollen available?

Answer – meaning: If in stock, confirm. For wholesale or bagged orders, explain that sometimes the packaging disappears from the shop because the stock level is outdated, but the product is physically available.

G. Questions about foreign shipping

Question: Do you ship to Germany?

Answer – meaning: Yes. Exact shipping cost is shown in the cart.

Question: Do you ship to London / UK?

Answer – meaning: We do not currently ship to the UK. Recommend Mleczko Polish Supermarket stores in London.

Question: Do you ship to the USA?

Answer – meaning: No. Reason: customs barriers and formalities. If payment was received – refund. If payment did not go through – that is actually good, because the order would have been cancelled anyway.

H. Questions about B2B / wholesale / EU / 0% VAT

Question: Why did the system charge VAT?

Answer – meaning: The account was not yet set for reverse charge / EU VAT 0%. We corrected the settings. For future orders, prices will be shown without Polish VAT.

Question: Can wholesale pricing be set?

Answer – meaning: Yes, for larger orders and ongoing cooperation. Terms are agreed by email.

Question: Can you prepare an offer for bee bread / pollen in larger packaging?

Answer – meaning: Yes. For larger quantities, an individual price offer can be prepared. Email contact.

I. Questions about storage and shelf life

Question: How should honey be stored?

Answer – meaning: Dry, cool, shaded place. Keep tightly closed. Do not store near heat sources.

Question: How should pollen be stored?

Answer – meaning: Dry, cool, shaded place. Keep tightly closed.

Question: What is the shelf life of pollen?

Answer – meaning: Provide according to the current batch, e.g. around June 2028.

J. Problem tone – ready framework

Structure for a problem response:

1. Apology
2. Brief explanation
3. Specific action: what we did / what we can do
4. Request for confirmation or solution choice
5. Calm closing

Example:
“We sincerely apologize for this situation. We have already checked the status and submitted an intervention with the carrier. At the moment, the shipment has the status [...]. Please let us know briefly whether [question to customer]. Once we receive your answer, we will immediately continue with the matter.”

K. Responses to reviews

Positive review:

• Thank warmly.
• If loyal customer: mention naturally that these are the customers we remember.
• If the customer praises quality: confirm that this is the best thing to hear.
• You may invite them to leave a Google review with a photo.

Framework:
“Thank you very much for such kind words. We are truly happy that [what the customer praised]. We remember loyal customers like you, so it is even more meaningful to read such a review. If you have a moment, we would be very grateful for a Google review with a photo as well.”

L. Standard CTA closings

Soft CTA:
“If you would like to try something truly special, we warmly invite you to our shop. It is like closing a piece of the Bieszczady Mountains in a jar 🐝🍯”

For logistics problems:
CTA may be reduced or omitted if it would feel tactless.

M. Products for linking

Choose depending on context:

• multifloral,
• creamed rapeseed,
• propolis,
• linden,
• buckwheat,
• goldenrod,
• deciduous honeydew,
• forest,
• heather,
• pollen.

N. Practical rule

• If the user only asks to add something to an email: add it, do not rebuild the whole logic.
• If the user gives specific numbers, amounts, dates, parcel names, tracking numbers – keep them exactly.
• If it is for a foreign customer, the reply must be ready to send, not an analysis of what to answer.