This page describes the service standards Vibe Muse LLC applies to its client engagements. The exact commitments for each client, including any service credits, are set out in that client’s service agreement, which prevails over this page.
1. Business hours
Monday to Friday, 9:00 AM – 6:00 PM, Eastern Time (ET), excluding US federal holidays.
Requests received outside business hours are handled from the next business day, except critical issues on stores we manage.
2. Response times
| Request type | Examples | First response |
|---|---|---|
| Critical | Store down, checkout or payment not working, security incident | Within 2 business hours |
| Active client request | Content change, order issue, bug without loss of sales | Within 4 business hours |
| General enquiry | New project, quote, question | Within 1 business day |
These are response commitments: a qualified person acknowledges the request, assesses it and gives a first plan of action. Resolution times depend on the issue and on third-party platforms.
3. Order management
For clients whose orders we manage, we:
- process new orders every business day and follow up with suppliers and fulfilment partners;
- send or check tracking information for customers;
- flag stock-outs, delays and anomalies to the client without delay.
4. Customer support and after-sales
For clients whose customer support we handle, we:
- answer end-customer messages (email, chat, marketplaces) within 24 hours on business days, in the client’s brand voice;
- process returns, refunds and exchanges in line with the client’s published policies;
- escalate disputes and exceptional cases to the client with full context;
- share periodic summaries of volumes, recurring questions and suggested improvements.
5. Sourcing management
- Supplier shortlists include the vetting criteria used (references, certifications, samples, terms).
- Samples, prices and minimum order quantities are submitted for client approval before any order.
- Production and shipments are followed up with status updates at each key step.
6. Reporting and communication
- A dedicated point of contact at Vibe Muse for each client.
- A weekly operations log for managed stores and a monthly report of activity and key metrics.
- Advance notice of planned changes or maintenance that may affect the store.
7. Access and data handling
- We access client systems and customer data only as needed for the agreed services.
- Credentials are stored in a secure password manager, with two-factor authentication where available.
- Access is limited to the team members working on the account and is revoked at the end of the engagement.
- Personal data is handled in line with our Privacy Policy.
8. Contact
Vibe Muse LLC, a Delaware limited liability company
Delaware File Number: 10340584
131 Continental Dr, Suite 305, Newark, DE 19713, USA
Phone: +1 (302) 565-0489
Email: [email protected]