Customer Communication Policy

1. Purpose

This policy explains the recommended process for contacting the Scale 3PL team.

The aim is to ensure customers receive answers quickly while allowing our operations team to focus on processing orders efficiently.

Scale 3PL processes a high volume of orders each day. Using the correct communication channels helps us respond faster and maintain reliable fulfilment performance for all customers.

2. Single Source of Information

The primary source of operational information is Mintsoft.

Mintsoft provides real-time visibility of:

• Orders
• Order status
• Tracking numbers
• Courier services used
• Inventory levels
• Stock locations

Customers should always check Mintsoft first when looking for order or inventory information.

In most cases the answer will already be available in the system.

3. Support Resources

If the answer cannot be found in Mintsoft, the following resources should be checked before contacting the operations team.

Support Portal

Our support portal contains guidance on common operational processes including:

• Order processing
• Courier services
• Inventory management
• Warehouse procedures

Client Handbook

The client handbook explains operational policies including:

• Warehouse processes
• Shipping rules
• Billing procedures
• Operational responsibilities

These resources are designed to answer the most common operational questions.

4. Contacting the Support Team

If the information cannot be found in Mintsoft or the support resources, customers can contact the support team.

For UK warehouse operations:

• support@scale3pl.co.uk 

For EU warehouse operations:

• supporteu@scale3pl.co.uk 

When contacting support, please include:

• Order number (if relevant)
• SKU (if relevant)
• A clear description of the query

Providing this information helps the team resolve the issue quickly.

Please avoid emailing Scale 3PL personally or the company whatsapp group as these modes of communication are not always monitored. 

5. Communication Efficiency

Scale 3PL manages fulfilment operations for multiple brands and processes a high volume of orders daily.

To maintain efficient warehouse operations, it is important that operational queries are directed through the appropriate channels.

We monitor communication volume relative to order volume to ensure the support process remains sustainable.

Most operational questions can be answered quickly by checking Mintsoft, the support portal, or the client handbook.

6. Excessive Administrative Queries

Where a high volume of administrative queries are received that could reasonably have been answered through the available resources, additional administrative handling may be required.

In these situations Scale 3PL reserves the right to apply a labour charge to cover the time required to manage these requests.

This is not intended to discourage communication. The goal is to ensure operational efficiency while allowing the team to focus on processing orders and supporting all customers fairly.

7. Best Practice for Customers

To ensure the fastest responses and smooth warehouse operations, we recommend the following process:

1. Check Mintsoft for order or inventory information.

2. Check the support portal.

3. Review the client handbook.

4. Contact support if the answer cannot be found.

Following this process helps ensure queries are resolved quickly and warehouse operations remain efficient.

9. Order Instructions and Email Communication

To ensure orders are processed correctly and communication remains clear, customers should follow the guidance below when providing order-specific instructions or sending operational emails.

Order Instructions

If special instructions apply to a specific order, these should be entered directly into Mintsoft on that order.

Examples include:

• Delivery notes
• Packing instructions
• Order handling instructions
• Special courier requests

Adding instructions directly to the order ensures the warehouse team sees the information at the point of processing. This is the most reliable way to communicate order-specific requirements.

Instructions sent separately by email may not always be visible to the warehouse team during packing.

Email Communication

When contacting the support team by email, please include all relevant information in one message wherever possible.

This may include:

• Order number
• SKU or product details
• Description of the request
• Any relevant attachments

Sending multiple emails about the same issue can slow the investigation process and create duplicate support work.

Email Chains

Please avoid copying the Scale 3PL team into email chains that do not require action from us.

For example:

• Email conversations with suppliers about inbound shipments
• Internal discussions within your team
• General updates that do not require warehouse action

Including the operations team in long email chains can generate a large volume of messages that do not require review and may slow response times for operational queries.

If an action is required from the warehouse, please send a single clear email to the support address outlining the request.

10. Version Control

1.0 | 15 Mar 2026 | Nick Coleman | Initial release