Type what it is about.Your team's best reply comes first.
Etiuda is a desktop program for anyone who answers customers on live chat. Type the word nearest what the customer means, 'return' or 'invoice', and the replies your team wrote for it come to the top. One click and the whole of it is on your clipboard, ready for any chat: the greeting right for the hour, the customer's name, and your own name at the foot.
Hear the day it goes on sale
The first email comes on the day, and after it news of Etiuda and its offers. The address goes to no one else, and every email carries a link to unsubscribe.
01How it works
Four moves, and the answer is on its way.
Paste the customer's name.Once, at the top. It stays for the whole conversation, and every greeting takes it up.
Type the word for it.return, broken or company, whichever is nearest what the customer needs. The desk keeps the replies that fit and suggests what they have come about.
Press Enter.The suggestion is taken: the replies written for exactly this rise to the top, and their categories are ringed in green.
Click, paste, send.The whole reply is copied, with the greeting, the name and the signature in place. Into the chat, one read to be sure, and on to the next customer.
Works with every chat tool, because it needs none of them.
EtiudaHannah×+ENPL
Hannah R.search intents and cards · Enter selects the marked intent · Ctrl+Enter for severalTom
All273Returns and exchanges23Payments17Account and newsletter8Opening9Holding11Closing10Orders26Delivery24Damaged in transit12Faults and complaints17Invoices13Care and use20Personalisation19Workshops23Gift cards16Trade and wholesale14Availability11
INTENT75
return an item
where is my order
change delivery address
add to an order
cancel an order
item missing from the parcel
wrong item sent
order confirmation
combine two orders
order sent as a gift
gift wrapping
matching pieces from one batch
delivery time
late delivery
delivery abroad
pickup point
collect at the studio
delivery by a set date
parcel back with the sender
broken in transit
box damaged, contents fine
replacement for a broken piece
refund for a broken piece
return status
exchange for another colour
return of a personalised piece
return of a gift
return after 14 days
returns label
courier collection for a return
report a fault
complaint status
crazing in the glaze
colour differs from the photo
mug leaks
handle came off
payment failed
paid twice
pay by bank transfer
when the money comes back
discount code
cash on delivery
invoice copy
invoice for a company
correct invoice details
credit note for a refund
invoice for a workshop
dishwasher safe
microwave and oven
stains and cleaning
each piece is different
glaze and food safety
name on a mug
personalisation lead time
change the inscription
company logo
book a workshop
move a workshop date
collect fired pieces
private group workshop
children's workshop
buy a gift card
gift card balance
gift card past its date
workshop as a gift
wholesale prices
tableware for a coffee shop
sample set
back in stock
seconds
made to order
change account email
password
unsubscribe from the newsletter
delete my data
Matching your intent8
Return, one piece from an orderint
ENOf course. One piece can come back on its own while the rest stay with you, and the refund covers the piece you send. I'll email you a returns label today, and the money will be back on your card within three days of the parcel reaching us.
Return, courier collectionint
ENOf course. The courier can collect it from your door on any working day you choose, and brings the label along, so there's nothing to print. Which day suits you best?
Order number, where to find itint
ENCould you send me the order number, Hannah? It's at the top of the confirmation email. If that email is hard to find, the address you ordered with works as well, and I'll find the order from that.
Opening9
Opening, name and welcomeint
ENGood evening, Hannah. Thank you for writing to Mirabelka. My name is Tom, and I'll be glad to help.
Opening, the order in handint
ENGood evening, Hannah. Thank you for waiting. I have your order open in front of me now.
Opening, a familiar nameint
ENGood evening, Hannah. Lovely to hear from you again. What can I do for you today?
Opening, first message of the dayint
ENGood evening, Hannah. Thank you for your message, and for waiting until the chat opened. Yours is the first I'm answering today, so it has my full attention.
Opening, sorry for the waitint
ENGood evening, Hannah. I'm sorry to have kept you waiting so long. I'm here now, and yours is the only chat I'm looking at.
Return, packing the pieceint
STEP 1/3Wrap the piece in the paper it came in, or in a tea towel. A mug travels best with a little paper tucked inside it too.
STEP 2/3Fill the box so that nothing moves when you give it a gentle shake. Crumpled newspaper is perfect.
STEP 3/3Stick the returns label over the old address, and the parcel is ready to go.
Exchange instead of a returnint
ENOf course. If you'd rather have another colour or pattern, there's no need for a refund and a new order. Tell me which one you'd like and I'll set it aside today; it goes out as soon as the first piece is back with us.
Privacy, confirming the emailint
ENBefore I go into the order, Hannah, could you confirm the email address it was placed with? It's only to make sure I'm talking to the right person, and it keeps your details where they belong.
Holding11
Holding, checking nowint
ENThank you, Hannah. I'm checking that now and will be back with you in two or three minutes.
Holding, asking the studioint
ENThat's a question for the studio, so I'm asking the person who made the piece. It may take ten minutes or so, and I'll stay here in the chat until I have the answer.
Holding, the answer by emailint
ENThis one will take a little longer, Hannah. Rather than keep you waiting in the chat, I'll email you the answer before the end of today. Is the address on the order the best one to use?
Holding, the maker will answerint
ENThank you, Hannah. I'm taking your question to ROLE in the studio, who knows this piece better than anyone. I'll be back here with the answer in a few minutes.
Holding, an answer by a set timeint
ENI'd rather give you a full answer than a quick one, Hannah, so let me promise a time: you'll have it by email before the chat closes at 20:00.
Return, label by emailint
ENGood evening, Hannah. Of course. You have 14 days to send it back, and no reason is needed. I'll email you a returns label tonight, and the money will be back on your card within three days of the parcel reaching us.
Kind regards,
Tom
Refund, back the way you paidint
ENThe money goes back the way it came: to the card you paid with, or, for BLIK and bank transfer, to the bank account behind the payment. It leaves us within three days of the parcel reaching the studio, and the credit note arrives in the same email, so your paperwork balances too.
Closing10
Closing, anything elseint
ENIs there anything else I can help with, Hannah?
Closing, thanks naming the matterint
ENThank you for writing to us about returning a piece, Hannah. I hope it's all settled now, and that the next cup of tea tastes all the better for it.
Closing, what was doneint
ENBefore you go, Hannah, here is what's been done today: return arranged. If anything doesn't turn out as described, write to us here and we'll pick it up straight away.
Closing, summary by emailint
ENSubject: return an itemGood evening, Hannah. As promised in our chat, here is everything in writing. What's been done: return arranged.
If anything more comes up about returning a piece, a reply to this email reaches me directly.
Kind regards,
Tom
Mirabelka
Closing, after a problem put rightint
ENThank you for your patience, Hannah, and I'm sorry for the trouble. It's put right now, and I hope the piece gives you many good years from here on.
Closing, kind words for the studioint
ENThank you so much, Hannah. I'll pass your words on to the studio: it always warms the room to hear how a piece is getting on once it has left the kiln.
Orders
Delivery
Damaged in transit
Returns and exchanges
Faults and complaints
Payments
Invoices
Care and use
Personalisation
Workshops
Gift cards
Trade and wholesale
Availability
Account and newsletter
Opening, asking for the order numberint
ENGood evening, Hannah. Thank you for writing to Mirabelka. Could you give me your order number? It's at the top of the confirmation email, and with it I can see everything at once.
Opening, English or Polishint
ENGood evening, Hannah. We're happy to write in English or in Polish, whichever is more comfortable for you. How can I help?
Opening, when something went wrongint
ENGood evening, Hannah. Thank you for telling us, and I'm sorry this has spoiled your day. Let me see what happened, and we'll put it right.
Opening, new to Mirabelkaint
ENGood evening, Hannah. Thank you for finding us. Mirabelka is a small studio in Warsaw, and everything in the shop was thrown, glazed and fired here, so any question about a piece can go to the hands that made it. Where shall we start?
Return status, refund on its wayint
ENGood evening, Hannah. Your parcel has reached us, and everything in it is as it should be. The refund is on its way to the card you paid with, and banks usually show it within three working days.
Return status, parcel still on its wayint
ENGood evening, Hannah. Thank you for sending it back. The parcel is still with the courier and should reach the studio in the next day or two. The refund goes out as soon as it is unpacked, and you'll have an email to say so.
Return, the credit noteint
ENThe credit note comes with the refund, in the same email, so the invoice and the money always tell the same story. For a company purchase it carries the same details as the original invoice, and there's nothing to sign or send back.
Return, not the colour hoped forint
ENOf course it can come back, Hannah: 14 days, no reason needed. Or, if you'd like to give the kiln another chance, I can ask the studio to pick out a piece in the same glaze and send you a photo of that very one before it goes. Either way, nothing is settled until the colour is one you love.
Return, a giftint
ENGood evening, Hannah. Of course. A gift can come back within 14 days like anything from the studio, and no reason is needed. The refund goes to the card that paid for it, though, so if you'd rather the giver never knew, an exchange for another colour or pattern is the quieter way. Which would you prefer?
Return, a personalised pieceint
ENGood evening, Hannah. A piece with a name on it is made for one person alone, and anything wrong with it is ours to put right, whether the glaze, the lettering or the shape. Could you send me a photo? If it's a change of mind rather than a fault, this is the one kind of piece we can't take back, because it was made to your words.
Return after 14 days, a credit insteadint
ENGood evening, Hannah. Let me see what I can do. The usual 14 days have passed, but for an unused piece the studio can offer a credit for its full price, to spend in the shop or on a workshop within a year. Shall I set that up for you?
Return after 14 days, a piece in useint
ENThank you for asking, Hannah, and I'm sorry this isn't the answer you hoped for. Once the 14 days have passed and a piece has been in use, the studio can't take it back. If anything is wrong with the piece itself, though, that's different: a fault is ours to put right, and one photo is all I need to begin.
Return, a piece from the secondsint
ENYes, of course. Seconds can be returned like anything else from the studio: 14 days, no reason needed, and the money back on your card within three days of the parcel reaching us. The little kiln mark was the only thing that made it a second.
Return in progress, the credit noteint
ENThe credit note is issued the day your parcel is unpacked, together with the refund, and both arrive in one email. Until then the original invoice stands as it is, and there's nothing you need to do.
Holding, the potters answer laterint
ENThank you, Hannah. It's evening, and the person who can answer this is back at the studio tomorrow morning, so I'll ask first thing and email you before noon.
Holding, still on itint
ENStill with you, Hannah. It's taking a little longer than it should, but I haven't forgotten you.
Holding, a photo would helpint
ENCould you send me a photo, Hannah? Seeing the piece will tell me more than any description, and daylight from a window shows the glaze best.
Holding, looking at the shelf myselfint
ENGive me a moment, Hannah. The stock room is a few steps from my desk, and I'd rather look at the shelf myself than trust the screen.
Holding, note to the studioint
ENFor ROLE . A question from the chat, Hannah: [question]. I've promised an answer by [time]; could you let me know before then? Thank you. t
Gift, an exchange or a returnint
ENOf course. A gift that doesn't quite suit can become one that does: within the 14 days it can be exchanged for another piece, with no reason needed, and nobody need know. If a refund is better, the money goes back to the card that paid for it, which is the giver's.
Personalisation, returnsint
ENAnything wrong with a personalised piece is ours to put right, whether the lettering, the glaze or the shape. Because it's made for one person, though, a change of mind is the one return it can't take. If the wording is still in doubt, it can change until it is painted, within two working days of the order.
Courier collection, a missed visitint
ENI'm sorry you waited in for nothing, Hannah. Tell me which working day suits you, and I'll book a new collection and keep an eye on it myself. The courier brings the label along as before, so the parcel only needs to be packed and ready by the door.
A fault, not a returnint
ENIf something is wrong with the piece itself (a crack, a chip, a patch where the glaze has lifted), that's a fault rather than a return, and faults are ours to put right. Could you send me a photo and a line about what you've noticed? You'll have our answer within 14 days, and usually within three.
Returns label, once moreint
ENOf course, Hannah. I'm sending the returns label again now, to the address on the order. It usually arrives within a few minutes; if it hasn't come in a quarter of an hour, the spam folder is the first place to look, and I'll stay here in the chat until it's safely with you.
Refund, when it reaches your cardint
ENThe money leaves us within three days of the parcel reaching the studio, and it goes back to the card you paid with. Banks usually take up to three working days more to show it, so it should all be done within about a week of the parcel arriving.
Closing, thanks and signatureint
ENThank you for shopping with us, Hannah, and enjoy every cup.
Kind regards,
Tom
Mirabelka
Closing, by the hourint
ENThank you for writing, Hannah. Have a lovely evening.
Broken on the way, nothing to send backint
ENTwo photos are all we need, Hannah: one of the piece and one of the box it came in. Then it's a new one or your money back, whichever you'd prefer, and the broken piece needn't travel again. If you've a plant pot at home, the shards make a very good drainage layer at the bottom of it.
Exchange, the colour between firingsint
ENThe colour you'd like is between firings at the moment, Hannah, and the next batch comes out of the kiln on [date]. I can set one aside for you from it, to leave the studio as soon as it's cool enough to pack. The piece you have can come back with the returns label any time within your 14 days.
Secondsint
ENSeconds are pieces with a small mark from the kiln, a speck in the glaze or a slightly uneven rim, which we'd rather sell at a third off than set aside. They're every bit as safe to use and as happy in the dishwasher, and they can be returned like anything else.
Wrong piece, sent back at our costint
ENGood evening, Hannah. I'm sorry, that's our mistake at the packing table. The right piece leaves the studio within two working days, and a courier will collect the other one from your door at our cost, on whichever working day suits you, bringing the label along. Which day would be best?
Broken in transit, photos pleaseint
ENGood morning, James. I'm so sorry it arrived like that, and we'll put it right. Could you send me two photos, one of the piece and one of the box it came in? That's all we need for the courier, and there's no need to keep the pieces afterwards.
Broken in transit, a new one on its wayint
ENThank you for the photos, James. A replacement leaves the studio tomorrow, packed twice as carefully, and there's nothing to pay and nothing to send back. The tracking link will reach you by email as soon as it's on its way.
Kind regards,
Tom
Broken in transit, refund insteadint
ENOf course, James. If you'd rather not wait for a new one, the full price and the delivery go back to your card today, and banks usually show it within three working days. Nothing needs to come back to us.
Broken piece, the money backint
ENOf course, James. The full price and the delivery go back to your card today, and banks usually show it within three working days. There's nothing to send back, and I'm sorry the piece never made it to your table.
Delivery, a battered boxint
ENI'm sorry the box had such a rough journey, James. Could you open it and check the pieces? If they're whole, all is well, and thank you for telling us. If anything has broken, two photos, of the piece and of the box, are all we need, and we'll replace it or refund it with nothing to send back.
Damaged, a crack found laterint
ENThank you for telling us, James. A fine crack from the journey sometimes shows only after the first wash, when water finds it. We'll treat it exactly as if the piece had arrived broken: a photo of the crack, and one of the box if it's still there, and a new one will be on its way.
Handle, off when it arrivedint
ENIf the handle was already off when you opened the box, James, it counts as broken in transit, which is simpler still. Two photos, one of the mug and one of the box, and then it's a new one or your money back, with nothing to send back.
Damaged, though the box looked fineint
ENGood morning, James. I'm sorry, and it does happen: a knock on the road can pass through a box without leaving a mark on the outside. Could you send me two photos, one of the piece and one of the box? That's all we need, and there's nothing to send back.
Damaged, a new one or the moneyint
ENThank you for the photos, James. Which would you prefer: a new piece from the studio, or the full price and the delivery back on your card? Either way, there's nothing to send back.
Damaged, the handle came offint
ENI'm sorry, James: a mug without its handle is a sad sight. If it arrived like that, two photos, of the mug and of the box, are all we need, and a new one leaves the studio tomorrow with nothing to send back. If it came off later, in use, tell me what happened and we'll look at it as a fault.
Damaged, what to do with the piecesint
ENThe pieces are yours to keep or let go, James; nothing needs to come back to us. Wrap them in newspaper before they go in the bin, so nobody's fingers find the sharp edges. A few of our customers keep them for a mosaic, which we think is rather lovely.
Order, bought for a companyint
ENOf course, Eleanor. Send me the company's full name, its address and its VAT number, and the invoice will be made out to the company and emailed to you with the order.
Invoice for a company, details neededint
ENGood afternoon, Eleanor. Certainly. Could you send me the company's full name, its address and its VAT number? I'll issue the invoice today and email it to you.
Kind regards,
Tom
Personalisation, a company logoint
ENYes. A logo is stamped into the base of each piece while the clay is still soft, so it becomes part of the mug rather than a print on it. It comes with trade sets, from 24 pieces. Send me the logo, and I'll pass it to the studio to see how it will sit in the clay.
Trade, a company invoiceint
ENCertainly. Every trade order comes with an invoice by email, made out to the company. Send me the company's full name, address and VAT number, and it will carry them.
Invoice, a trade orderint
ENOf course. Every trade order is invoiced to the company, with the trade price on each line, and the sample set's cost appears as a deduction on the first invoice. Send me the company's full name, its address and its VAT number, and the invoice goes out with the order.
Workshop invoice, one for the groupint
ENOf course. For a private group, one invoice can cover every place, made out to the company with its VAT number, so your accounts receive one document rather than six. Send me the details, and it will reach your inbox the day the booking is made.
Workshop, an invoice for the classint
ENThe invoice comes by email with every booking, as it does with every order. If it's to be made out to a company, send me the company's name, address and VAT number, and I'll issue it today.
Trade, a logo in the baseint
ENOf course. Your logo is stamped into the base of every piece while the clay is soft, so it stays for good, through every busy day and every dishwasher cycle. Send me the logo, and the studio will say how it will look in clay before the set is begun.
Trade, mugs for an officeint
ENMugs for an office make a fine trade set: from 24 pieces, in any of our glazes, with the company's logo stamped into the base if you'd like. From 24 pieces the price is 20 per cent below the shop's, and from 100 it's 30 per cent below.
Trade, a workshop for the teamint
ENOf course. A private class suits a team very well: six people or more, an evening at the wheel, and pieces ready about three weeks later, which gives everyone a reason to meet again. Tell me how many are coming and two or three dates that suit, and I'll send the times and the price, with the invoice made out to the company.
Invoice details, what to sendint
ENOf course, Eleanor. Could you send me the details exactly as they should appear: the name, the address and, for a company, the VAT number? A correcting invoice goes out by email today, and there's nothing to send back.
Invoice, for a workshopint
ENOf course. A workshop is invoiced like anything else in the shop. Send me the name and address the invoice should carry, and a VAT number if it's for a company, and it will be in your inbox today.
Invoice, correcting the detailsint
ENThank you, Eleanor. A correcting invoice is on its way by email. It puts right the details on the first one, and there's nothing more to do on your side.
The chat your team already uses
HHannah R.
Hi, the mug's lovely, but it doesn't go with my kitchen after all. Can I still send it back?
Good evening, Hannah. Of course. You have 14 days to send it back, and no reason is needed. I'll email you a returns label tonight, and the money will be back on your card within three days of the parcel reaching us.
Kind regards,
Tom
MessageSend
02Two programs
One person keeps the wording. The whole team sends it.
The desk
For everyone who answers customers
Works beside any chat tool your team uses, in a window of its own. A reply reaches the chat by paste, so there is no integration to set up and none to break.
One shortcut brings the team's replies up over whichever chat window is in front, and a click copies the one wanted.
Reads the team's catalog from a shared folder and opens straight onto it. No account, no sign-in.
What you type into it stays on your computer.
Say what the customer has come about, a return for instance, and the replies for it rise to the top.
Once a reply is sent, the ones that usually follow it are offered next, each a keystroke away.
Fits each reply to who is writing, to whom and when: the agent's own signature, the greeting for the hour and, in Polish, the customer's name in the vocative, with the forms that agree with them.
Each conversation remembers its own customer and its own language.
Studio
For the person who keeps the wording
Brings in the replies your team already has, from a CSV file any spreadsheet can save, and shows the repeats, the near-duplicates and the missing translations.
Keeps each language beside the others, reply by reply.
Publishes a new edition of the catalog to the folder the desks read from. Each desk offers it and waits for a yes.
Signs every edition it publishes with the team's key, and a desk offered an edition that has changed since, or carries a key it does not know, says so.
Keeps every edition in an archive, so going back to last week's is a matter of choosing it.
A catalog brought back from a desk shows each line improved there as a separate proposal, to take or to leave.
03Buying it
Paid by the year. The desk is yours to keep.
For Windows, with a Linux edition in preparation.
By the year, updates included.
Each person has a licence of their own, and everything released in a paid year comes with it.
The desks keep working.
If a licence is not renewed, the last version from the paid year stays, for as long as it is needed.
Two editions.
The desk on its own, or the desk together with Studio for whoever keeps the wording.
Try it first.
Fourteen days at your own desks before buying. Prices are published on the day it goes on sale.
04Who makes it
From someone who works the chat himself.
Etiuda is made in Warsaw by Max Gwiazda, who answers customers on live chat for a living. He built it for his own desk first, and along the way it became a labour of love.
Etiuda is Polish for a study: the short piece a musician plays over and over until the hard passage comes easily. A reply your team sends all day deserves that care once, from whoever writes it best.
We will let you know when it is ready.
And after that, news and offers, with a link to unsubscribe in every email.