PHETTA OPERATING FILE

Customer Service Playbook

Luxury is not only design; it is how PHETTA responds when customers ask where the order is, how long production takes, or what can be returned.

Ready goods: answer with stock confirmation, shipping timing, tracking, and return rule.

Made to order: answer with production stage, estimated ship window, supplier update, and cancellation rule.

Inquiry products: answer with concierge review, sourcing/verification step, and approval path.

Rule: every support answer should match the product lane shown on the site.