Hand Product Reaction Messages to a Person, Every Time
This recipe handles the message every beauty store must get right: “used your serum, now my face is red and itchy”. AeroChat never advises and never admits or denies fault. It shares the product’s own directions on irritation, tells the customer to seek medical help if the reaction is severe, collects the details and a photo, logs it and passes the conversation to your team. Set it up before any other workflow goes live. Part of the beauty store workflows.
What happens today
A reaction message arrives at 10pm. The team member on the inbox wants to help and writes “it could be purging, keep using for two weeks”, or “so sorry, we will refund you”. The first is medical advice in writing. The second is a decision nobody senior has made. Neither is logged anywhere, so if two customers report the same batch, nobody notices.
Reaction messages are rare. When one arrives, the reply goes out in writing under your business name, so it has to be right the first time.
The flow that works
- Any mention of a rash, redness, burning, itching, swelling, breakouts after use or an allergic reaction triggers the handover, whatever conversation it appears in.
- AeroChat replies with care and without advice. It shares the product label’s directions on irritation as written, and tells the customer to seek medical help straight away if they have swelling of the face or lips, difficulty breathing or a severe reaction.
- It collects the order number, the product, the batch number on the pack, when they started using it, what happened and a photo if they are willing.
- It adds a row to your reaction log, tags the conversation and notifies your team.
- It tells the customer when a team member will reply.
The recipe
Copy this into AeroChat
If a customer mentions a rash, redness, burning, stinging, itching, swelling, hives, breakouts after using a product, or any allergic reaction, stop whatever else you are doing and follow these steps.
- Reply with care, for example: “I’m sorry to hear that. Our team will look into this personally.”
- Share the product’s directions on irritation exactly as written on the label, for example “discontinue use if irritation occurs”. Do not add anything to them.
- Say: “If you have swelling of the face, lips or throat, difficulty breathing, or the reaction is severe, please see a doctor or go to the nearest emergency department now.”
- Ask for their order number, the product name, the batch number printed on the pack, when they started using it, what happened, and a photo if they are comfortable sharing one.
- Add a row to our reaction log Sheet with the date, customer name, phone number, order number, product, batch number, start date and what they described.
- Tag the conversation “reaction” and hand it to our team. Tell the customer a team member will reply within 1 working day (example), and within 2 hours if it is during our opening hours.
Never say it is normal, purging, an adjustment period, or caused by something else. Never suggest a treatment or another product. Never admit or deny that the product caused it. Never offer a refund, exchange or compensation. Reply in the customer’s language.
Change the reply times to what your team can keep before you paste it. Keep the medical-help line.
What to connect
- Shopify. Built in, so your team sees the order alongside the conversation.
- Your reaction log. A Google Sheet with one row per report. It lets you spot two reports on the same batch. Connect your Google account when AeroChat asks and approve the access.
- Handover and notifications. Set which team members receive “reaction” conversations, and switch on notifications in the AeroChat mobile app so they see them outside the office.
- Your product labels. Make sure each product’s directions, including any warning on irritation, are on the product in Shopify.
Using a different system? If it has a public API, it connects to AeroChat the same way: describe what you want, paste in its key, and it runs.
Can’t find your tool? Message us in the chat on this page and we’ll tell you how it connects.
What you still decide
- Who on your team handles reaction reports, and how fast they reply.
- What you offer the customer after reviewing the report.
- When to contact the brand owner or manufacturer, and whether a report needs to go to the regulator. That is your country’s cosmetics or health products regulator.
AeroChat collects and passes on. It makes none of these decisions.
The result to expect
Every reaction message gets the same careful first reply at any hour, with the safety line included and nothing in writing that you would regret. Your team gets the details, the batch number and a photo in one place, and the log shows a pattern if there is one.
Test it before you go live: send a reaction message in the middle of an order question and check the conversation reaches your team. In the first month, read every “reaction” conversation in the inbox.
Next: ingredient and skin questions. See also live chat handover.
Set it up first
Install the app and paste this recipe before any other. Then say a product gave you a rash and check the reply and the handover.
Install AeroChat from the Shopify App Store. Start your 7-day free trial, no credit card needed.
Not on Shopify? Sign up here.