Knowledge Base

Customer is asking about sales, seasonal discounts, Black Friday, or wondering when the next sale is. Triggers: "do you have a sale", "when's your next sale", "are you doing Black Friday", "why isn't

Customer is asking about discount codes — how to apply one, why one isn't working, whether we offer public codes, or what to do with a code they found somewhere. Triggers: "how do I use this code", "m

Customer is asking about a price difference between what they paid and a price they're seeing now — either because the price dropped on our own website after their purchase, or because they've found t

Customer is asking why prices differ between regions, currencies, or country versions of our website. Triggers: "why is it more expensive in my country", "why do EU and US prices differ", "currency co

Customer is asking about gift cards, printable gift options, symbolic gift card templates, or delayed gift letters. Triggers: "do you sell gift cards", "can I buy a gift card", "is there a printable g

Customer is asking about our social media accounts, Facebook groups, or how to engage with us on social. Triggers: "what's your Instagram", "do you have Facebook", "where can I follow you", "Dope Snow

Customer is asking who's on our athlete or ambassador roster, whether a specific person is sponsored by us, or about the difference between rider categories. Triggers: "who are your athletes", "is [na

Customer is offering to collaborate or partner with us as a creator — applying to be an ambassador, influencer, content creator, photographer, videographer, athlete, model, or media partner. Triggers:

Customer is raising a concern about diversity, body-type representation, or inclusivity in our marketing, models, or content. Triggers: "you don't have diverse models", "your models are all the same b

Customer is raising a topic Powder must NOT answer alone — political situations, global conflicts, requests for the brand to take a public stance on a culture-war or social issue, donation or charitab

Customer is asking about helmet use in our content or our position on helmets. Triggers: "why isn't the rider wearing a helmet in this ad", "do you require helmets", "you should always show helmets",

Customer or organisation is asking about placing a large order — typically for a ski club, school, company, or group. Triggers: "bulk order", "large order", "30 items", "ski club order", "company orde

Customer is asking about working at Ridestore, DOPE, or MONTEC — open positions, internships, customer experience roles, photo studio jobs, sending a CV. Triggers: "are you hiring", "do you have job o

Customer is reporting a problem with our website itself, before any payment attempt — page not loading, error messages on a content / browse / cart page, slow site, browser-side rendering issues. Trig

Customer is asking about accessibility — needing content in an alternative format, asking about screen reader compatibility, large text, captions, EAA compliance, or our accessibility statement. Trigg

Customer is asking about the relationship between Ridestore, DOPE, and MONTEC — whether they're the same company, why there are three websites, what the difference between the brands is at the company

Customer is asking what payment methods we accept, or whether a specific method is available. Triggers: "what payment methods do you accept", "do you take Klarna", "can I pay with PayPal", "is Apple P

Customer paid but didn't receive an order confirmation email, or is unsure whether the order went through. Triggers: "I paid but didn't get a confirmation", "where's my order confirmation", "I think I

Customer's payment was declined or failed during checkout. Triggers: "my card was declined", "payment didn't go through", "I get a 'something went wrong' message", "3D Secure didn't work", "the checko

Customer was told (or has a refund email confirming) the refund was issued, but can't find the money — they're past the typical bank-side window for their payment method, OR the refund seems to have g

Customer is asking how VAT, sales tax, or GST works on their order — specifically: whether tax is included in the price or added at checkout, what the rate is in their country, why there's a named tax

Customer is asking about tax exemption — VAT exemption, tax-free shopping, diplomatic exemption, or Native Status exemption (Canada). Triggers: "tax exemption", "VAT exemption", "I'm a diplomat", "dip

Customer is asking for an invoice, tax receipt, credit note, or proof of purchase as a personal-use document — typically for accounting, insurance, or tax-filing reasons. Triggers: "can I get an invoi

Customer is reporting an unexpected non-tax charge — bank fees, currency conversion differences, authorization holds, customs duties paid to the destination country, carrier admin / handling fees, or

Customer is asking about business orders, B2B invoicing, adding a VAT number, putting a company name on an invoice, or business / wholesale terms. Triggers: "can I add my VAT number", "I need a busine

Customer believes they purchased from a fake or fraudulent website pretending to be DOPE, MONTEC, or Ridestore — and now needs help (chargeback, evidence, security advice). Triggers: "I think I bought

Customer is asking for help with clothing sizing, fit, body measurements, or which size to pick for jackets, pants, bibs, or base/mid-layers. Triggers: "what size am I", "how does the fit run", "shoul

Customer is asking what size a specific Dope or Montec athlete or ambassador wears, often because they saw the athlete in content or on Instagram and want a sizing reference. Triggers: "what size does

Customer is asking about base layers, mid-layers, layering systems, fleeces, or what to wear under their jacket. Triggers: "what's a base layer", "how do I layer", "do I need a mid-layer", "fleece vs

Customer is asking about gloves or mittens — sizing, models, features, water resistance, or warmth. Triggers: "are your gloves waterproof", "gloves vs mittens", "what size glove am I", "Glove Ace", "M

Customer is asking about goggles — sizing, lens compatibility, lens swapping, OTG (over-the-glasses), fog prevention, polarised, helmet compatibility. Triggers: "do your goggles fit", "what size are y

Customer is asking about helmets — sizing, fit, MIPS, ventilation, audio compatibility, goggle compatibility, models, or who makes our helmets. Triggers: "what size helmet", "how do I measure my head"

Customer is asking about waterproofing ratings (10K, 15K, 20K), breathability, seam taping, or windproofing — the technical performance numbers that describe how well a garment resists water and breat

Customer is asking about DWR (durable water repellency) chemistry, PFAS / PFOA / fluorocarbon presence in our products, or whether our materials are chemically safe. Triggers: "is your DWR PFAS-free",

Customer is asking how to wash, dry, store, or maintain their gear. Triggers: "how do I wash this jacket", "can I tumble dry", "how to dry waterproof gear", "DWR reactivation", "can I iron my jacket",

Customer is asking about stock availability, restocks, or how to get notified when an item is back. Triggers: "is this in stock", "when will it be back", "do you restock", "how do I get notified when

Customer's item arrived and the appearance is different from expectations — colour shade, pattern placement, slight design / trim differences from the website photo, or differences between two units o

Customer is asking about the difference between ski and snowboard versions of a product. Triggers: "what's the difference between ski and snowboard versions", "is this for ski or snowboard", "do snowb

Customer wants to know if a specific product they own (or are about to buy) is insulated or shell-only. Triggers: "is this insulated", "is this a shell jacket", "how do I know if my jacket has insulat

Customer reports a manufacturing defect or product failure that appeared during normal use (NOT damage on arrival from shipping) — broken zipper after some wear, seam failure during use, delaminating

Customer is asking about Renewed — buying pre-loved gear, condition grades, pricing, what Renewed is. Triggers: "Renewed", "pre-loved", "second-hand", "used gear", "refurbished", "where can I find Ren

Customer wants to send back an old DOPE or MONTEC item — to give it a second life via the Renewed program (where viable, item gets repaired and resold), or to recycle it through the Renewal Programme

Customer is asking about how / where products are made, sustainability practices, ethical sourcing, factory audits, or our environmental commitments. Triggers: "where are your products made", "manufac

Customer is asking about repairing their gear (proactively, not as a defective-product claim) or buying spare parts. Triggers: "where can I get my jacket repaired", "do you do repairs", "Tersus repair

Internal reference for the Product Advisor: how to call the structured Typesense product search, how to use facets/counts, link-building, colours, automatic fallback, and current-market prices.

Customer is asking whether an item or order is eligible for return — the return window, condition requirements, the holiday extension, exceptions, or whether their specific item still qualifies. Trigg

Customer wants to exchange an item — a different size, colour, or model. Triggers: "can I exchange this", "I want a different size", "swap for another colour", "exchange for the larger version", "trad

Customer received an item as a gift and wants to return it, exchange it, or get a refund. Triggers: "I got this as a gift", "I want to return a gift", "the gift doesn't fit", "can I exchange a gift fo

Customer is asking how to start, register, or send their return — what they need, what the steps are, how to package the parcel, whether to include paperwork inside, or what email to use. Triggers: "h

Customer is asking where or how to drop off a return parcel based on their country, OR is having a problem with their return label, QR code, or the drop-off point. Triggers: "where do I drop off my re

Customer is asking how long a refund will take to arrive, or how the refund timing works by payment method (card, PayPal, Klarna). Use this skill when the customer is still within the typical refund w

Customer is asking whether they can combine items from multiple orders into one return parcel, or has already done so and wants to confirm it'll be processed correctly. Triggers: "can I return items f

Customer wants to return from a country that's different from where the order was originally delivered. Triggers: "I've moved since I bought this", "I'm travelling and want to return from another coun

Customer changed their mind after sending a return and wants the item back, or wants to stop or cancel a return that's already in transit. Triggers: "I changed my mind, can you send my return back to

Customer is asking whether we ship to a specific country, what countries are supported, or why we don't ship to a particular territory. Triggers: "do you ship to [country]", "where do you deliver", "i

Customer reports that no delivery options appear at checkout, even though their country is supported. Triggers: "no delivery options showing at checkout", "I can't see any shipping methods", "the ship

Customer is asking how long delivery will take, who the courier is, what shipping options are available, or how much shipping costs. Triggers: "how long does shipping take", "when will my order arrive

Customer's order shipped with a different courier than they selected at checkout. Most commonly: paid for UPS Express, got USPS or standard. Triggers: "I paid for UPS Express but got USPS", "wrong cou

Customer wants to find, view, or track an order, or understand a tracking status. Triggers: "how do I track my order", "where's my tracking link", "how do I see my orders", "how do I log in to see previous orders", "view my order history", "what does [tracking status] mean", "my tracking number is [N]", "

Customer's tracking shows the parcel as "Delivered" but they say they haven't received it. Triggers: "tracking says delivered but I don't have my package", "courier marked it delivered but it's not he

Customer is asking when their order will ship, what time the cut-off is, or whether the warehouse is closed for a holiday. Triggers: "when does my order ship", "what time is the cut-off", "if I order

Customer received an email saying one of their items is unavailable / cancelled, or noticed an item was missing from their shipment because it went out of stock between order and pack. Triggers: "I go

Customer wants to cancel an order — either before it ships, after it shipped, or wants to cancel a replacement order. Triggers: "I want to cancel my order", "stop my order", "cancel the order I just p

Customer wants to change the delivery address on their order — before or after shipping. Triggers: "can I change my delivery address", "I entered the wrong address", "redirect my package", "wrong stre

Customer is asking about collection point delivery — picking up the parcel at a post office, parcel shop, or partner location instead of home delivery. Triggers: "collection point", "pickup point", "A

Customer is asking about customs, import declarations, country-specific customs requirements, or has been contacted by customs. Triggers: "customs", "import declaration", "personal use vs commercial",

Customer's entire parcel has not arrived and tracking does NOT show "Delivered" — typically: tracking is stuck in transit, hasn't moved for days, or the parcel never made it past a certain point and t

Customer received their order and reports damage to the package or the items inside. Triggers: "my package arrived damaged", "the box was crushed", "items were damaged in transit", "torn package", "we

Customer received an item that doesn't match what they ordered (wrong SKU — different model, different colour name, different size, completely different product) OR one of the items in their order is

Customer's parcel was returned to us by the courier — for various reasons (refused delivery, address issue, customs, didn't pick up). Triggers: "my parcel was returned to sender", "courier sent it bac

Customer is asking about a shipping destination or address type that's outside our official shipping coverage — specifically: military / diplomatic addresses (BFPO, APO, FPO, DPO), countries we don't