Internal + External Reference Guide for Wholesale, Retail, Salon, and B2B Partners
CrownThrive LLC • Melanin Magic Division
This manual is designed for all parties who interact with Melanin Magic at a wholesale, retail, or salon level. It includes public-facing support guidance, as well as internal-only troubleshooting protocols for CrownThrive staff. Internal sections do not contain trade secrets—only process, escalation, and operational clarity.
1. Purpose of This Manual
The Melanin Magic B2B Support & Troubleshooting Manual provides: • Clear support workflows for retailers, salons, and distributors • Issue-resolution steps for common product, order, and shipping concerns • Escalation paths for CrownThrive support teams • Best practices for helping partners succeed • Internal scripts and communication standards
2. Primary Support Channels (External)
All B2B partners should be directed to: Email: [email protected]
This channel handles: • Wholesale inquiries • Order issues • Tracking questions • Returns and exchanges • Account verification • Authorized retailer onboarding
Response Time Standards: • Standard: 24 to 48 hours • Peak: 48 to 72 hours
3. Issue Categories
B2B support cases fall into seven categories:
- Missing or incorrect items
- Damaged shipments
- Late shipments
- Payment or checkout issues
- Inventory or stock concerns
- Product performance concerns
- Authorized retailer compliance issues
Each has a structured workflow below.
4. Workflow: Missing or Incorrect Items
External Instructions
• Confirm the packing slip. • Provide photos of the box, products, and label. • Provide the order number.
CrownThrive Internal Instructions
• Check the warehouse pick ticket. • Confirm SKU counts against the system. • If confirmed missing → Send replacement within 48 hours. • Log the issue in the internal B2B tracker. • Flag repeated issues for QC review.
5. Workflow: Damaged Shipments
External Instructions
• Take photos of the box, products, and cushioning. • Email everything to support.
CrownThrive Internal Instructions
• Determine cause (carrier mishandling, packaging weakness, sealing failure). • Submit carrier claim when applicable. • Send replacement items. • Adjust packaging if damage trends appear.
6. Workflow: Late Shipments
External Instructions
• Inform customer that most orders ship within 1 to 4 weeks depending on order size. • During peak seasons, lead time may extend to 4 to 6 weeks.
CrownThrive Internal Instructions
• Verify lead time based on order size. • Check production schedule. • Update customer with accurate estimated ship date. • Prioritize large B2B accounts first.
7. Workflow: Payment or Checkout Issues
External Instructions
• Advise clearing browser cache. • Ensure payment method is valid. • Retry from a desktop.
CrownThrive Internal Instructions
• Check Stripe logs. • Verify if fraud-blocking rules triggered. • If repeated issues → escalate to the Collab Portal technical team.
8. Workflow: Inventory or Stock Concerns
External Instructions
• If product is out of stock, advise general restock window: 2 to 4 weeks. • Encourage retailers to preorder.
CrownThrive Internal Instructions
• Check internal inventory dashboard. • Forecast restock based on sales velocity. • Notify CrownThrive Ops if inventory falls below threshold.
9. Workflow: Product Performance Concerns
External Instructions
• Ask for details: hair type, usage steps, and environment. • Provide adjusted usage instructions. • If defective (rare), process an exchange.
CrownThrive Internal Instructions
• Track recurring concerns by SKU. • Notify product team for formula review if patterns appear. • Maintain log of all issues for quarterly review.
10. Workflow: Authorized Retailer Compliance Issues
External Instructions
Retailers must: • Follow MSRP guidelines • Avoid underpricing • Not alter product packaging • Maintain professional representation of the brand
Violations result in: • Warning • Temporary suspension • Final removal
CrownThrive Internal Instructions
• Document violations. • Capture screenshots. • Send a compliance advisory notice. • Escalate repeat offenders to CrownThrive Legal.
11. Support Scripts (External)
Shipping Delay Script
"Thanks for reaching out. Your order is currently being processed. Most wholesale orders ship within 1 to 4 weeks depending on volume. We will update you as soon as your shipment is in transit."
Damage Script
"We’re sorry your products arrived damaged. Please email photos of the items and packaging so we can file a claim and send replacements immediately."
Retail Compliance Script
"To maintain brand consistency across all retail channels, we ask that all partners follow MSRP and our reseller guidelines. This keeps the playing field fair for everyone."
12. CrownThrive Internal Escalation Ladder
Level 1: Standard Support ([email protected]) Level 2: B2B Operations (inventory + warehouse issues) Level 3: Tech Team (checkout + system errors) Level 4: Compliance Team (reseller violations) Level 5: Leadership Review (high-value B2B accounts)
13. Damage Prevention Protocols (Internal)
• Double-box fragile items. • Seal lids with induction liners or tape. • Avoid packing voids. • Spot-check 1 out of every 40 orders.
14. Education Protocol for B2B Customers
Retailers and salons should know: • What each product does • Who it is best for • How often to use it • What pairs well together
This increases reorder frequency and customer trust.
15. When to Replace vs. Refund
Replace When:
• Item damaged in transit • Missing products • Wrong SKU shipped
Refund When:
• Item cannot be replaced • Retailer account is being closed • Customer escalates to arbitration (rare)
16. Transitioning B2B Partners Into CrownThrive Ecosystem
Encourage: • Locticians Directory discounts • CrownThrive training content • Co-marketing features • Wholesale seasonal bundles • Multi-store orders via CrownThrive Ops
This keeps them inside the ecosystem longer.
17. Final Notes
This manual should be updated every quarter by the CrownThrive B2B Operations Team. All issues and escalations must be logged for pattern analysis and continuous improvement.
End of B2B Support & Troubleshooting Manual.