Good afternoon.

47 emails today. Rei answered 2, 23 are waiting on you, 22 needed nothing.

↑↓ move · ↩ approve · E edit

Marcus Reed

#97231 · Ronin "Oni" hoodie · Apr 14

$89 · 1st order

1:38 PM

"Hey, I ordered the Oni hoodie back in April and it's been quiet since the confirmation email. Is this still coming? Not mad, just want to know it's real."

Proposed reply

Hey Marcus, It's real, and thank you for the patience. That's on us. Your order #97231 (Ronin "Oni" hoodie, placed April 14) is part of a production run that finished in June and is on its way to our warehouse right now. The moment it lands, your order ships and a tracking email hits your inbox. Reply here anytime, we've got you. - the studio

Shopify: #97231 unfulfilled, tagged backlog wait + loyalty
Memory: production complete, stock en route to warehouse
Rule: never promise a ship date

Alina Torres

#97402 · Power of Friendship tee · Jul 3

$246 · 3 orders

12:56 PM

"Just realized I ordered the Power of Friendship tee in L but I've been living in oversized fits lately. Any chance I can swap to XL before it ships?"

Proposed reply

Hey Alina, Easy. That tee runs oversized already, XL will give you the full drape. I've passed the swap on order #97402 (Power of Friendship tee, L to XL) to our team. Your order hasn't shipped, so the switch is clean. You'll get a confirmation from us once it's locked in. - the studio

Also queued for Dean: add order note + SIZE-CHANGE-XL tag on #97402. Reply says "locked in" only after he confirms.

Shopify: #97402 unfulfilled bridge order, line items locked
Rule: collect and escalate, a human executes the change

Theo Marsh

#97365 · Closed on Sundays hoodie M · Jul 5

$412 · 5 orders

12:34 PM

"Any way to swap my hoodie from M to 2XL? Gained some gym weight, ha. Happy to pay a difference if there is one."

Proposed reply

Hey Theo, Respect the gym progress. No price difference, same hoodie. One catch: 2XL is out right now. Two ways to go. XL is in stock and runs roomy, I can swap you today. Or the 2XL restock is already in production and I can lock one in for you the moment it lands. Reply with XL or 2XL and it's done. - the studio

Adjustment ready: #97365 swap M to XL (in stock) or M to 2XL (restock). Executes when he picks, then the order updates itself.

Shopify: CoS hoodie XL in stock, 2XL at zero with restock inbound
Rule: exchanges execute only after the customer chooses
Rule: never promise a restock date

Where is my order

18 threads · same answer, personalized per order

1:02 PM

Every one is an April or May order covered by the backlog fact. Each reply is already written: their name, their order, their pieces, the same truth.

One of the 18

Hey Imani, Your order #97263 (Speed Racer tee + cap, placed May 2) is part of the production run that finished in June and is on its way to our warehouse now. It ships the moment stock lands, tracking straight to your inbox. Thank you for the patience, truly. - the studio

Priya Nair

#97377 · free gift, Mystery Anime Hoodie 3XL

$178 · 2 orders

Needs an answer

12:22 PM

Priya's free gift is the Mystery Anime Hoodie in 3XL, one of the oversold sizes. Memory covers the oversold tees but not whether 3XL hoodies restock with the July batch. Does her gift ship with the restock, or do I offer the nearest size or the hat?

Written to memory. This question gets asked once.

Jordan Bailey

#97188 · 2 items · Apr 22

$86 · 1st order

Escalated to you

11:47 AM

Jordan is asking for a refund and the second line mentions a chargeback. Per policy I drafted nothing and I'm holding the thread. Give me a line to take, or handle this one directly.

Refunds never auto-reply. Your call is final.

Earlier today

Hey Dana, The Genesis tee runs oversized. If you're between sizes, take the smaller one for a regular fit, or your usual size for the full look. The size guide with model reference is on the product page. - the studio

Why it sent itself: sizing is set to automatic · first message on the thread · memory covered it fully

Hey Sam, Your store credit lives on your email address. Enter it at checkout and the balance applies automatically, and gift cards stack on top of it. If anything looks off, reply here. - the studio

Why it sent itself: store credit is set to automatic · first message on the thread · memory covered it fully