UnderOutfit Customer Service — Expert Operational Guide

Company overview and measurable outcomes

UnderOutfit was founded in 2016 as a direct-to-consumer intimates brand and has grown to serve more than 1.2 million customers through e-commerce and retail partners. In 2024 the company reported approximately $48 million in revenue; year-over-year growth averaged 26% from 2018–2023. These metrics shape customer service staffing, budget and expected service levels.

Performance is measured with concrete KPIs: Net Promoter Score (NPS) 52 (FY2024), Customer Satisfaction (CSAT) 4.6/5 on transaction surveys, First Contact Resolution (FCR) 78%, and Average Handle Time (AHT) 6 minutes 20 seconds across phone and chat. Peak event planning uses historical peaks — Black Friday 2023 saw a ticket volume spike to 18,000 inbound contacts in 36 hours — to size temporary staffing and queue thresholds.

Contact channels, hours and exact contacts

UnderOutfit supports omnichannel contact with channel-specific SLAs: live chat response under 2 minutes (24/7), phone wait target under 4 minutes (Mon–Sun 8:00–22:00 PT), email response within 24 business hours, and social-media triage within 6 hours. Channels: phone +1 (800) 555-0199, email [email protected], website https://www.underoutfit.com. Dedicated business-to-business portal is located at https://b2b.underoutfit.com.

Physical locations important for logistics and returns: Headquarters — 420 Fabric Ave, Suite 300, Portland, OR 97209 (operations & CX leadership). Returns & Repair Center — UnderOutfit Returns, 100 Return Way, Columbus, OH 43004 (processes 95% of refunds). For wholesale/order pickups contact +1 (614) 555-0234. International customers can use the EU support hub at [email protected]; EU logistics center: 7 Textile Lane, Tilburg, Netherlands.

Pricing, shipping and fulfillment details customers ask about

Standard product pricing range: everyday underwear $8–$24, bras $28–$68, loungewear $34–$120. Subscription box options start at $24/month with a 3-month minimum on promotional plans. Shipping: domestic standard $4.95 (free over $75), expedited $12.95, overnight available for $29.95. International shipping is calculated at checkout and typically adds $18–$45 per order depending on zone and carrier.

Fulfillment is handled through two primary warehouses (Portland, OR and Columbus, OH) with average dispatch time of 12–18 hours on weekdays; 95% of domestic parcels ship within 24 hours of order confirmation. Tracking updates are sent within 15 minutes of carrier scan; estimated delivery accuracy is within ±1 business day for 82% of U.S. deliveries.

Returns, exchanges and warranty policy — exact rules and timelines

UnderOutfit offers a 60-day, no-restocking-fee returns window for full refunds when items are unused and hygiene seals intact. Exchanges are processed immediately upon receipt at the Returns Center and re-shipped within 48 business hours; customers typically receive the exchanged item in 3–5 business days domestically. Refunds to credit/debit cards post-processing take 3–7 business days (card issuer dependent); store credit is issued within 24 hours and usable immediately.

Manufacturing defects are covered under a 12-month warranty from purchase date; customers submit a photo and order number through the warranty portal and receive an RMA (return merchandise authorization) within 48 hours. For minor repairs (loose seams, small hardware) UnderOutfit provides complimentary repair for items returned within 180 days, saving an average of $18 per repair compared to replacement.

Operational processes, technology stack and staffing metrics

Core systems in production: Shopify Plus for storefront and order management (since 2019), Zendesk as the primary CRM (since 2018), and a proprietary returns-management module integrated with warehouse management. Automation handles 35% of inbound traffic via bot and decision-tree routing; these automations reduce AHT by 22% and shave 30% off email backlog during promotions.

Staffing metrics: average daily ticket volume 1,200 items (email/chat/phone), CS hires average 40 new agents in onboarding per year, with a 40-hour core training program plus certification. During high-volume events staffing scales with contractors to maintain service targets: target live chat wait <2 minutes and phone abandonment <3% under normal load, expanded capacity for peaks to maintain email SLA under 36 hours even at 3× baseline volume.

Quality assurance, escalation paths and measurable targets

Quality assurance is continuous: 8% of handled interactions are QA scored weekly against a 20-point rubric (accuracy, tone, policy compliance, resolution). Target QA score is 92% and agents below 85% receive a 2-week coaching plan. Escalation follows a 3-tier model: Tier 1 (front line) resolves 85% of cases; Tier 2 (product fit/technical) handles 14% and has a 24-hour SLA; Tier 3 (management & refunds >$200) requires manager review with response within 48 hours.

Key operational targets: FCR ≥78%, AHT ≤7 minutes, CSAT ≥4.5/5, NPS target 60 by 2026. Data-driven root-cause analysis is performed monthly to reduce repeat contacts by 12% annually, focusing on sizing guidance, returns friction, and shipping exceptions.

Practical best-practice checklist for frontline agents

• Fit & sizing: use the official sizing matrix (available via internal KB) and confirm three data points — band/waist, cup/hip, and previous size used — then offer two concrete solutions (size up/down + specific style). Document fit resolution code for analytics (codes: FIT-ADJ, FIT-EXCH, FIT-WARRANTY).
• Damaged/missing items: obtain order number, photo of damage, and timestamp; issue RMA within 24 hours and choose replacement vs refund per policy. If value >$100 expedite to Tier 2.
• Subscription changes/cancellations: verify next billing date and apply prorate rules (full-month billing cutoffs at 03:00 PT on day 1). Cancellation effective next billing cycle unless customer requests immediate stop (use Cancellation Code SUB-CANCEL-IMM).
• Shipping delays: check carrier scan history; if no scan for >72 hours automatically create a lost package claim and offer expedited reship or refund within 48 hours of claim creation.
• Escalation: for legal, safety, or product liability issues attach full transcript and escalate to Legal & Risk within 2 hours; include order details and photos.

Quick reference — customer-facing operational facts

• Support phone: +1 (800) 555-0199 (Mon–Sun 08:00–22:00 PT). Email: [email protected]. Web: https://www.underoutfit.com/support. B2B portal: https://b2b.underoutfit.com.
• Addresses: HQ — 420 Fabric Ave, Suite 300, Portland, OR 97209. Returns — UnderOutfit Returns, 100 Return Way, Columbus, OH 43004. EU logistics — 7 Textile Lane, Tilburg, Netherlands.