At the time of Jenna Volden’s customer support request, Rocky Nook’s e-commerce retail experience did not support multiple shipment communications for customers with multi-unit orders.

Given this lack of shipping email information, Jenna assumed one of her order’s books to be missing. I worked with her to explain the shipping situation and further ensured Jenna that I would monitor the rest of her order and communicate when it had shipped to completion.

The results were that Jenna was so pleased she opted to write Rocky Nook a 5-Star Review on Google.