Damaged item flow

The complaints route in three plain steps, plus the quarterly ledger of every complaint received and what each one changed.

Why there is no chat bubble, in two paragraphs, with the one condition that could change the answer.

Marked delivered, not there, in three steps with base rates and reship or refund.

Support numbers published like specs, median reply, resolution rate, slowest day named.

Repairs by post with no forms: a packing checklist beside a shipping label mockup where the note in the box is the ticket.

The five questions that filled half of June's inbox as an accordion with ask counts, beside the case for writing anyway.

Friday hours, one address, and the warning that it is a working workshop.

The weekly support rota as a three person card, this week highlighted, with the handover ritual that keeps threads intact.

The elena@ inbox as a real channel: when it is read, what to send, and what the bench does with it.

The form beside who reads it, per topic reply times, and no ticket numbers.

Four named inboxes with reply medians and the no phone line explained honestly.

A feed of dated buyer questions, each with an avatar and an indented reply signed by its maker, closing with an invite to ask.