Growify Support · Sample store audit

Holiday support readiness: a US candle brand

Example audit from public pages only (site, policies, FAQ). Store anonymized. Audited November 2026.

58/100

Ready for normal weeks, at risk for the BFCM peak.
Policies are clear, but answers live in three places and nobody is covering evenings or weekends.

What customers can already see

High riskNo holiday shipping cutoffsA 3–5 day production time before shipping isn't tied to a "order by" date. Expect lots of "will it arrive by Dec 24?" emails.

High riskEmail-only, no reply time statedNo chat, and no expected response time. Pre-purchase questions sitting overnight become abandoned carts.

MediumReturn rules split across pagesThe 30-day window, scent-preference exclusions and damage claims sit on different pages, so customers ask instead.

MediumDamaged-in-transit process unclearNo photo or timeframe requirement is stated. Glass items mean breakage tickets during peak.

StrongClear product pagesBurn time, sizes and scent notes are well documented, which keeps product questions low.

StrongPublished refund policyA written policy gives an agent firm rules to answer from.

Expected holiday ticket mix

Ticket type	Share	How we'd handle it
Where's my order / delivery by date	~40%	Tracking lookup plus published cutoffs, answered same day
Gift orders and address changes	~20%	Edit before fulfillment, within the owner's rules
Damaged or wrong item	~15%	Photo request, then replacement under a set limit; above it goes to the owner
Promo and discount codes	~15%	Answered from the promo terms
Scent and product questions	~10%	Answered from product pages in the brand's voice

Top 3 fixes before Black Friday

1	Publish "order by" dates for each shipping method on the homepage banner and FAQ.
2	State a reply time ("we reply within 4 business hours") and cover evenings and weekends through December.
3	Write one damage-claim process (photo within 7 days, then replacement) and link it from the order email.

Want this for your store? Get your own free audit in 2 minutes at growifysupport.com/support-grader, or book a 15-minute call about our 2-week holiday pilot.

Growify Support · Managed ecommerce customer support · Manila, Philippines · team@growifysupport.com
Ticket shares are typical estimates for gift-heavy stores during peak season, not this store's data.