Atelier Maison Social Media Response Templates

Quick Reference Guide

• Templates 1-6: Product & Sizing Questions
• Templates 7-12: Custom Orders & Personalization
• Templates 13-18: Returns & High-Value Item Policies
• Templates 19-22: Shipping & Authentication
• Templates 23-26: Complaints & Quality Concerns
• Templates 27-30: Praise & Positive Feedback

PRODUCT & SIZING QUESTIONS

Template 1: Ring Sizing Inquiry

When to use: Customer asks about ring sizing or measurements
Template:

Good afternoon, {TITLE} {LAST_NAME}. Thank you for your interest in our {PRODUCT}. Ring sizing is crucial for pieces of this caliber. We recommend visiting one of our authorized partners for professional sizing, or we can arrange for a complimentary sizing kit to be sent to your address. Please direct message us your preferred option, and we will arrange the details promptly.

Personalization tokens: {TITLE}, {LAST_NAME}, {PRODUCT}
Emoji policy: No emojis
Tone: Formal, helpful, emphasizes quality
Escalation: None needed

Template 2: Bracelet or Necklace Sizing

When to use: Customer asks about bracelet or necklace length/fit
Template:

Hello {TITLE} {LAST_NAME}. Thank you for your inquiry regarding the {PRODUCT}. Standard measurements for this piece are {MEASUREMENT_DETAILS}. However, we are pleased to accommodate custom adjustments to ensure a perfect fit. Please contact us via direct message with your precise measurements, and our master jeweler will review the specifications.

Personalization tokens: {TITLE}, {LAST_NAME}, {PRODUCT}, {MEASUREMENT_DETAILS}
Emoji policy: No emojis
Tone: Formal, accommodating, detail-oriented
Escalation: Custom sizing requests >$10,000 → Senior jeweler review

Template 3: Gemstone Specifications

When to use: Customer asks about carat weight, clarity, or certification
Template:

Good day, {TITLE} {LAST_NAME}. We appreciate your attention to detail regarding our {PRODUCT}. This piece features {GEMSTONE_DETAILS}. All gemstones are certified by {CERTIFICATION_BODY}, and complete documentation accompanies each purchase. We would be delighted to provide detailed specifications via direct message or arrange a private consultation.

Personalization tokens: {TITLE}, {LAST_NAME}, {PRODUCT}, {GEMSTONE_DETAILS}, {CERTIFICATION_BODY}
Emoji policy: No emojis
Tone: Formal, transparent, quality-focused
Escalation: Requests for appraisals → Gemologist team

CUSTOM ORDERS & PERSONALIZATION

Template 7: Custom Design Inquiry

When to use: Customer asks about bespoke or custom jewelry creation
Template:

Good day, {TITLE} {LAST_NAME}. We are delighted by your interest in commissioning a bespoke piece. Our atelier specializes in translating individual vision into exceptional jewelry. The custom design process begins with a private consultation, where our master jeweler will discuss your concept, preferred materials, and timeline. Please direct message us to schedule your consultation.

Personalization tokens: {TITLE}, {LAST_NAME}
Emoji policy: No emojis
Tone: Formal, prestigious, personalized
Escalation: All custom orders >$15,000 → Head designer

Template 10: Custom Timeline Inquiry

When to use: Customer asks how long custom work takes
Template:

Thank you for your inquiry, {TITLE} {LAST_NAME}. Custom commission timelines vary based on the complexity and materials specified. Standard bespoke pieces require {STANDARD_TIMEFRAME}, while more intricate designs may require additional time to ensure perfection. Rush services are available for special occasions. We invite you to discuss your specific timeline requirements via direct message.

Personalization tokens: {TITLE}, {LAST_NAME}, {STANDARD_TIMEFRAME}
Emoji policy: No emojis
Tone: Formal, realistic, service-oriented
Escalation: Rush orders <30 days → Production manager

RETURNS & HIGH-VALUE ITEM POLICIES

Template 13: General Return Policy

When to use: Customer asks about return policy
Template:

Thank you for your inquiry, {TITLE} {LAST_NAME}. We stand behind the exceptional quality of every piece in our collection. Standard items may be returned within {RETURN_WINDOW} of delivery, provided they remain in pristine, unworn condition with all original documentation and packaging. Custom, engraved, or commissioned pieces are considered final sale. Please review our complete return policy at [link] or contact us directly.

Personalization tokens: {TITLE}, {LAST_NAME}, {RETURN_WINDOW}
Emoji policy: No emojis
Tone: Formal, clear, policy-focused
Escalation: None needed

Template 14: High-Value Return Request

When to use: Customer wishes to return item valued over $5,000
Template:

Good afternoon, {TITLE} {LAST_NAME}. We understand you wish to discuss a return. Given the value and nature of your purchase, we would like to ensure this matter receives our full attention. Please direct message us your order number and details, and our client services director will personally coordinate the return process, including secure transportation arrangements.

Personalization tokens: {TITLE}, {LAST_NAME}
Emoji policy: No emojis
Tone: Formal, attentive, personalized service
Escalation: All returns >$5,000 → Client services director immediately

Template 16: Damaged Item Report

When to use: Customer reports item arrived damaged or with defect
Template:

We sincerely apologize, {TITLE} {LAST_NAME}. This does not reflect the standards we uphold. Please accept our immediate attention to this matter. Kindly direct message us photographs of the piece and packaging, along with your order number. We will arrange for secure return shipping and immediate replacement or full refund, according to your preference.

Personalization tokens: {TITLE}, {LAST_NAME}
Emoji policy: No emojis
Tone: Formal, apologetic, immediate action
Escalation: All damage claims → Quality assurance team immediately

PRAISE & POSITIVE FEEDBACK

Template 27: General Praise Response

When to use: Customer leaves positive comment or review
Template:

Thank you for your gracious words, {TITLE} {LAST_NAME}. It is our privilege to create pieces that bring such satisfaction. Your confidence in our craftsmanship means everything to our atelier. We hope your {PRODUCT} brings you joy for generations to come.

Personalization tokens: {TITLE}, {LAST_NAME}, {PRODUCT}
Emoji policy: No emojis
Tone: Formal, grateful, dignified
Escalation: None; consider requesting testimonial permission via DM

Template 30: Special Occasion Acknowledgment

When to use: Customer mentions engagement, anniversary, or milestone
Template:

Congratulations on this momentous occasion, {TITLE} {LAST_NAME}. It is our honor to be part of such a significant milestone. We hope the {PRODUCT} serves as a lasting symbol of this special time. Please accept our warmest wishes.

Personalization tokens: {TITLE}, {LAST_NAME}, {PRODUCT}
Emoji policy: No emojis
Tone: Formal, celebratory, sincere
Escalation: None; consider personal follow-up from owner for high-value purchases

ESCALATION GUIDELINES

Immediate Escalation to Management:

• Legal threats, mentions of attorneys, or lawsuit references
• Claims of fraud, misrepresentation, or unethical practices
• Returns or disputes involving pieces valued >$10,000
• Authentication or certification disputes
• Media or press inquiries

When to Move to Direct Message:

• All order-specific inquiries requiring personal information
• Pricing discussions for any item
• Return or refund requests
• Custom design consultations
• Any sensitive or private matter

Response Time Commitments:

• Standard inquiries: 4 hours during business hours
• Custom design inquiries: 2 hours acknowledgment
• Quality concerns or complaints: 1 hour acknowledgment
• High-value client inquiries (>$10,000 purchase history): 1 hour response

KEYBOARD SHORTCUT SUGGESTIONS

• /ringsizing → Template 1
• /custom → Template 7
• /returnpolicy → Template 13
• /highvaluereturn → Template 14
• /thanks → Template 27
• /gemstone → Template 3

USAGE NOTES

Voice Consistency Standards:

• Formal, sophisticated language throughout
• No contractions (use “we are” not “we’re”)
• No emojis under any circumstances
• No exclamation marks except in congratulatory contexts
• Use “atelier” rather than “store” or “shop”
• Reference “pieces” rather than “products”

Privacy and Security Protocols:

• Never discuss pricing publicly—always move to DM
• Never share customer order details in public comments
• Move all personal information exchanges to secure direct message