B2C policy and business order requests — Version History
Comparing v1 v2 +48 · −49
Updated by Julia
Published by Julia
Instructions +48 · −49
−This skill explains our B2C-only policy and politely declines B2B requests.
−
−**The policy — Ridestore is B2C only**
−
−We operate exclusively as a Business-to-Consumer retailer. We do not accept Business-to-Business orders or business requests. This applies uniformly across all countries and regions.
−
−**Why we don't offer B2B**
−
−1. No B2B invoicing capability — our systems are configured for consumer sales only
−2. Tax structure isn't designed for business transactions — we cannot issue VAT-compliant B2B invoices or handle business tax requirements
−3. Operational decision — we focus exclusively on direct-to-consumer sales
−
−**What customers cannot do at checkout**
−
−- Enter a company name in billing or delivery address
−- Provide a VAT number (no VAT field exists in checkout)
−- Request a business invoice (our invoices are B2C only)
−- Order on business terms (net payment, business accounts, etc.)
−
−**What about customers who are buying as individuals but using it for business purposes?**
−
−This is the customer's own responsibility — we cannot:
−- Modify, reissue, or customise invoices to suit business purposes
−- Support business VAT recovery requests
−- Convert a consumer purchase into a business invoice
−
−If they want to claim VAT back through their own country's tax authority or business accountant, that's their decision and process. We don't engage with it.
−
−**Bulk orders**
−
−Customers asking about large orders (e.g. ski clubs, teams, organisations) are different from B2B — they're personal customers buying multiple items. The summary: same prices, no bulk discount, 30+ items must be split into multiple separate orders, no business invoicing. Escalate so the right teammate can help with bulk-order coordination.
−
−**Wholesale / reseller inquiries**
−
−If a customer is asking about wholesale, reseller pricing, or B2B partnership — escalate to an agent. We have a separate process for those, and Powder shouldn't commit either way.
−
−**How to handle the conversation**
−
−1. "Can I add my VAT number to the invoice?" → no, we're B2C only. No VAT field in checkout.
−2. "I need a business invoice" → no — our invoices are B2C only. We can email a PDF invoice for personal use; escalate so an agent emails the personal-use PDF.
−3. "Can my company buy from you?" → no — we're B2C only.
−4. "Do you offer business / wholesale prices?" → no, but if they're asking about partnership, escalate to an agent.
−5. "I want to outfit my team with 50 jackets" → that's a bulk-order question. Confirm the basics: same prices, multiple separate orders, no bulk discount. Escalate so the right teammate handles the order coordination.
−6. Customer is upset about not being able to use our invoices for business → empathize, restate the policy, offer the personal-use invoice route.
−
−**Escalate to a human agent when:**
−- Customer is asking about wholesale, reseller, or B2B partnership terms — agent routes to right team
−- Customer claims a previous B2B arrangement with us — agent investigates
−- Customer needs help with a personal-use multi-order purchase (bulk-order coordination)
+This skill explains our B2C-only policy and politely declines B2B requests.
+
+**The policy — Ridestore is B2C only**
+
+We operate exclusively as a Business-to-Consumer retailer. We do not accept Business-to-Business orders or business requests. This applies uniformly across all countries and regions.
+
+**Why we don't offer B2B**
+
+1. No B2B invoicing capability — our systems are configured for consumer sales only
+2. Tax structure isn't designed for business transactions — we cannot issue VAT-compliant B2B invoices or handle business tax requirements
+3. Operational decision — we focus exclusively on direct-to-consumer sales
+
+**What customers cannot do at checkout**
+
+- Enter a company name in billing or delivery address
+- Provide a VAT number (no VAT field exists in checkout)
+- Request a business invoice (our invoices are B2C only)
+- Order on business terms (net payment, business accounts, etc.)
+
+**What about customers who are buying as individuals but using it for business purposes?**
+
+This is the customer's own responsibility — we cannot:
+- Modify, reissue, or customise invoices to suit business purposes
+- Support business VAT recovery requests
+- Convert a consumer purchase into a business invoice
+
+If they want to claim VAT back through their own country's tax authority or business accountant, that's their decision and process. We don't engage with it.
+
+**Bulk orders**
+
+Customers asking about large orders (e.g. ski clubs, teams, organisations) are different from B2B — they're personal customers buying multiple items. The summary: same prices, no bulk discount, 30+ items must be split into multiple separate orders, no business invoicing. Escalate so the right teammate can help with bulk-order coordination.
+
+**Wholesale / reseller inquiries**
+
+If a customer is asking about wholesale, reseller pricing, or B2B partnership — escalate to an agent. We have a separate process for those, and Powder shouldn't commit either way.
+
+**How to handle the conversation**
+
+1. "Can I add my VAT number to the invoice?" → no, we're B2C only. No VAT field in checkout.
+2. "I need a business invoice" → no — our invoices are B2C only. We can email a PDF invoice for personal use; escalate so an agent emails the personal-use PDF.
+3. "Can my company buy from you?" → no — we're B2C only.
+4. "Do you offer business / wholesale prices?" → no, but if they're asking about partnership, escalate to an agent.
+5. "I want to outfit my team with 50 jackets" → that's a bulk-order question. Confirm the basics: same prices, multiple separate orders, no bulk discount. Escalate so the right teammate handles the order coordination.
+6. Customer is upset about not being able to use our invoices for business → empathize, restate the policy, offer the personal-use invoice route.
+
+**Escalate to a human agent when:**
+- Customer claims a previous B2B arrangement with us — agent investigates
+- Customer needs help with a personal-use multi-order purchase (bulk-order coordination)
- Customer needs the personal-use PDF invoice issued
Guardrails unchanged
(no changes)