AYBL Customer Service — Expert Guide for Operations, Policies, and Best Practices

Overview and purpose

This document explains how a high-performing AYBL customer service function should operate: channels, SLAs, returns, escalation, staffing, KPIs and templates. I do not have live access to AYBL’s current contact phone numbers, postal addresses, or proprietary internal policies, so the guidance below combines proven e-commerce customer-service standards (2020–2025) with practical, ready-to-implement processes that suit an active apparel brand selling direct-to-consumer globally.

The goal is to help you achieve measurable outcomes: reduce average handling time (AHT), shorten refund turnaround, increase first-contact resolution (FCR), and lift CSAT/NPS. Recommendations are realistic for an apparel retailer handling between several hundred and several thousand orders per day, and can be tuned to smaller or larger scales.

Channels, availability, and SLAs

Offer omnichannel support: email, web chat (live), phone, social DMs (Instagram/Facebook), and a self-service help center/FAQ. For global coverage, include regional email addresses or language routing and a timezone-aware live-chat schedule. Typical operating hours for a centralized team are 09:00–21:00 local time to capture evening shoppers; 24/7 chat can be considered via outsourced or AI-assisted staffing for peaks.

Recommended response SLAs (targets to measure against): first email response within 12–24 business hours; social media direct messages within 60–120 minutes; live chat initial response under 30 seconds and average chat length under 6–8 minutes for straightforward issues; phone hold time under 2 minutes. Escalations to a senior agent or operations should occur on unresolved order issues after the first contact or automatically after 48 hours of no resolution.

Returns, exchanges, refunds and shipping operations

Design a clear returns/exchange flow to minimize friction. Best practice: a 14–30 day free return window from receipt for change-of-mind returns, and a separate 12-month workmanship warranty for manufacturing defects. Require a photo and brief description for defect claims and tag/sku/proof of purchase for exchanges. Use prepaid return labels for domestic returns above a set order threshold (e.g., orders > $100) and offer easy QR-code labels via email or account portal.

Operational timing: inspect returns within 48–72 hours of receipt at the returns center; issue refunds to the original payment method within 3–5 business days of inspection; provide automated status notifications at each step (return received, inspection complete, refund issued). For international returns, give customers clear visibility on duties and taxes—refund duties only where local tax regulations require it, and clearly state who is responsible for return shipping costs.

Handling product quality and sizing complaints

Structured triage reduces disputes and chargebacks. For every quality or sizing complaint require: order number, SKU, size purchased, photos of defect or fit, date received, and preferred resolution (refund, exchange, store credit). Classify issues into three buckets: (1) operational (lost/delayed shipments), (2) fit/expectation (sizing mismatch), and (3) quality/defect (manufacturing fault). Each bucket has a defined workflow and SLA—e.g., quality claims resolved within 5 business days after photo review.

When a product is confirmed defective, escalate to quality control and tag the SKU/batch in the warehouse management system to stop further fulfillment until a root-cause review is completed. Track defect rates per SKU and per supplier monthly and aim to keep return rates for quality under 1–2% on mature collections; higher rates require immediate supplier corrective action and potential recall procedures.

Key metrics, staffing and technology

• Essential KPIs: CSAT target ≥ 90% (post-interaction), NPS target +30 or higher, First Contact Resolution (FCR) ≥ 75%, Average Handle Time (AHT) 4–8 minutes for chat/phone, Email response time ≤ 24 hours, Refund turnaround ≤ 5 business days after receipt. Track weekly and monthly trends and correlate to product launches and promotions.
• Staffing model & tools: for a mid-size DTC brand, plan 1 full-time agent per 80–150 orders/day depending on self-service maturity. Use a modern CRM/ticketing system (Zendesk/ Freshdesk/ Gorgias), integrated with the e-commerce platform (Shopify/Magento) and the WMS/ERP for real-time order status. Implement canned responses for common flows but keep personalization tokens to retain a human voice.

Escalation paths, compliance and chargebacks

Define a 3-tier escalation matrix: frontline agent → senior specialist (customer operations) → customer operations manager/merchant resolution. For high-value orders (e.g., > $200), require manager approval for partial refunds or goodwill credits. Keep a documented log of all escalations with timestamps and resolution codes to support audits and merchant disputes.

Compliance: ensure data handling follows GDPR/CCPA rules—only collect the minimum personal data needed, encrypt data at rest, and publish retention and privacy policies on the website. For chargebacks, respond within card network timelines (often 7–30 days) with evidence: order confirmation, proof of delivery, signed POD if available, customer correspondence and photos. Maintain a monthly chargeback ratio under 0.5% to avoid penalties from payment processors.

Practical templates and scripts

Phone opening script: “Hi, thank you for calling AYBL customer support — my name is [Name]. May I have your order number so I can pull up your details?” Use active listening, confirm the customer’s desired outcome, summarize the next steps, and confirm expected resolution time (e.g., “You’ll receive an email confirmation within 24 hours and a refund within 3–5 business days after inspection”). Close with a confirmation: “Is there anything else I can assist you with today?”

Email reply template structure: greeting, quick order summary (order #, date, items), ask for any required evidence (photos/SKU), state the expected SLA (“We will investigate and update you within 48 hours”), and list available resolutions (refund, exchange, store credit). Keep tone empathetic, specific, and procedural to reduce follow-ups and increase FCR.

How long does it take for aybl shipping?

WORLDWIDE SHIPPING

Service	DELIVERY TIME	FREE ABOVE
Standard	3-5 working days	$90
Express	1-2 working days	$250

How to get in contact with Flex?

Start a chat now on the web for quick assistance. For more personalized support, open the app and go to Settings, and tap Chat to start a chat there. If your issue can’t be resolved through our chatbot, you can connect with a human support agent. Start a chat, and our team will step in to assist you.

How to get in touch with aybl?

You may contact us by email at [email protected] , or by referring to the contact details at the bottom of this document.

How do I track my AYBL order?

AYBL Account: Log in to your AYBL account, go to “My Orders” and select the order you want to track.

Are Aybl returns free?

RETURNS POLICY
We currently only offer free returns in the UK, USA, NL, DE & FR.

Is AYBL only online?

Get your hands on AYBL at JD online and in-store right now.