Payment protectionDetails
- Revisions within the package are free.
- If you do not respond within 3 days of delivery, the work is accepted automatically.
The money is reserved when you pay and released only once you accept the work.
Example result
SOP set: opening and closing procedures for a small café
SOP-02: Closing the café
| Purpose | Leave the café clean, safe and ready for the morning shift |
| Who | The closing barista; the shift lead signs off |
| When | Start at 5:30 pm, doors locked at 6:00 pm, finished by 6:45 pm |
| You need | Closing checklist sheet, till key, cleaning caddy, blue cloths |
Before you start
Warning: Never switch off the main power at the wall. The fridges and the alarm run on the same board.
Steps
- At 5:30 pm, turn the door sign to "Last orders". Customers already inside can stay until 6:00.
- Switch the coffee machine to rinse mode. Press and hold the cup button for 5 seconds. You should see: "RINSE" flashing on the display and hot water running through both group heads for about 2 minutes.
- Take out the portafilters and soak them in the black container with one cleaning tablet. Leave them for 20 minutes.
- Move cakes and sandwiches to the back fridge. Label anything opened today with today's date and "Use by tomorrow".
- Record the fridge temperatures on the log sheet. You should see: between 1 °C and 5 °C. If a fridge shows above 5 °C, go to step 12 first.
- At 6:00 pm, lock the front door and turn the sign to "Closed".
- Close the till. Press MENU, then "End of day", then "Z report". You should see: the report printing with today's total. Do not count the cash at the counter; take the drawer to the office.
(Steps 8–14: floors, bins, alarm and handover note.)
If something goes wrong
| Problem | What to do |
|---|---|
| Fridge above 5 °C | Move food to the second fridge, note the time and temperature, message the shift lead |
| Z report does not print | Replace the paper roll; if it still fails, write the total from the screen and photograph it |
| Alarm will not set | Check the back door is fully shut; the alarm will not arm with it open |
Sign-off
Closing barista: name, time. Shift lead: initials.
Last reviewed: [date]. Review again when the coffee machine or till is replaced.
Client: Bluebell Café, 22 seats, 7 staff working in rotating shifts Input: the owner's voice notes, a handwritten checklist and 9 photos of the counter, coffee machine and till screen Delivered: a set of 6 SOPs (4,600 words): opening, closing, cash handling, fridge temperature log, deep-cleaning the coffee machine, handling a customer complaint. Below: an excerpt of the closing procedure.
The client and all details are made up.
About this service
Live chat and messenger support needs answers short enough for a chat bubble and precise enough that two agents never contradict each other. We write a base of ready answers from your policies and past chats: one entry per topic with the customer's typical wording, a short reply, a longer version and the condition when to hand the chat to a senior colleague. The format pastes easily into Intercom, Zendesk, Crisp, Jivo or a shared doc.
What is included
- What you getA structured answer base (topic, customer phrasings, short and long answers, escalation rule) as text ready to paste into your chat tool or knowledge base. We do not connect to or configure your tools.
- Customer phrasingsSeveral ways people ask the same thing
- Short and long answersFor chat bubbles and email
- Escalation rulesWhen to hand over and to whom
- Consistent factsPrices, times and terms in one place
How it works
- 1BriefYou paste or attach policies and chats
- 2Structure and writingWe write entries topic by topic
- 3DeliveryYou get the answer base
What we need from you
Your product or service, policies on delivery, payment, refunds and accounts, examples of real chats and the tone your support uses.
We will ask you:
- What do customers write to support about most?
- Which chat or help desk tool do you use?
- When must an agent pass the chat to someone else?
Compare packages
| Packages | BasicUp to 15 answers$15 | StandardUp to 40 answers$35 | PremiumUp to 100 answers$69 |
|---|---|---|---|
| Deadline | 1 day | 3 days | 5 days |
| Revisions | 1 | 2 | 3 |
| Length | up to 1,500 words | up to 5,000 words | up to 12,000 words |
| Answers | up to 15 | up to 40 | up to 100 |
| Escalation rules | No | Yes | Yes |
| Order Basic | Order Standard | Order Premium |
Payment protection
You pay when you order, but the money is released only for accepted work.
- Fixed priceThe package price does not change after you pay.
- The money is reservedWhen you pay, the amount is only reserved. It is released to the service once you accept the work.
- Checked before deliveryEvery result goes through a quality check before it reaches you, and you see it on the order page before accepting it.
- Free revisionsAsk for changes within your brief as many times as the package allows.
- Acceptance after 3 daysIf within 3 days of delivery you neither accept the work nor ask for changes, it is accepted automatically. If you write in the order chat after delivery, the order waits; once we answer, we may start the 3 days again and will say so in the chat.
- Redo or a full refundIf the result does not match your brief and the revisions did not fix it, or the work takes more than twice its deadline, write in the order chat: we will redo the work or refund the payment in full.
Questions and answers
Can I load this into a chat assistant?
Yes, the entries are plain structured text that most help desk and assistant tools can import. Setting it up is on your side.
What tone will the answers use?
Yours. Paste a few replies your best agent wrote, and we match their warmth and length.
How do I keep it up to date?
Each entry has a source note, such as the policy it comes from, so you know what to update when a rule changes.