Antonio’s customer support request was part of a collection of international customer orders that the Rocky Nook website was failing to pick up and relay to the warehouse for order processing and shipment.

I reached out to the website engineer to report this user case and functionality error, and simultaneously worked with Antonio to resolve his order’s shipment. As he was a new customer with no track record of supporting Rocky Nook, it was important to demonstrate Rocky Nook’s customer promise to fulfilling and ensuring customer satisfaction.

I refunded his order for the portion that was not fulfilled, and proceeded with shipping a complimentary physical book, as had been on his initial order purchase. The results were a very happy first-time customer who has since become a repeat customer.