STORE POLICY

CUSTOMER SERVICE

Pro-4 Tactical strives for excellence and professionalism in providing customer service, both inside and outside the organization, within the limits of available, well-managed resources.

To accomplish this mission, we agree upon these values:

  • Anticipating the needs of our customers and planning accordingly

  • Greeting our customers promptly, cheerfully and respectfully

  • Listening carefully and giving full consideration to the requests and concerns of our customers

  • Communicating honestly, courteously and knowledgeably

  • Providing follow-through for our customers promptly, responsibly and efficiently

  • Serving with pride, commitment, and with high ethical standards

  • Respecting the individual and encouraging participation

POLICY STATEMENT

It is Pro-4 Tactical's policy and responsibility to provide excellent service to the public. Customer feedback helps us measure whether our services are meeting public needs and expectations. It also helps us identify problems that need to be solved. High quality customer service depends on customer feedback. While praise is always welcome, constructive criticism is truly helpful in the long run.

The purpose of this policy is to establish uniform standards and procedures for responding to customer feedback, thus making sure those responses are timely and that issues do not fall through the cracks. The policy strives to treat every interaction with the public as an opportunity to produce a satisfied customer, or at least one who feels that he or she was listened to and taken seriously, even if it was not possible to meet his or her request.

Customer feedback comes to Pro-4 Tactical in many ways. This policy outlines a procedure for responding to complaints, requests for service and questions that come to Pro-4 Tactical through a customer chat, call, letter or email. 

The policy is not intended to cover:

  • Complaints about the performance of specific employees, which are handled by HR in conjunction with the President.

  • Claims for shipping damages, which are to be filed with the appropriate mail carrier.

 

RESPONSE STANDARDS

When possible, complaints, questions and requests for service should be resolved in real time on the same day they arrive. However, in many instances, referral and follow-up are necessary in order to fully understand and resolve the issue. In such instances, the following standards for acknowledgement and resolution should be followed.

ACKNOWLEDGEMENT

  • All complaints, questions and requests for service should be acknowledged within one business day.

  • This acknowledgement should note the person to whom the issue has been transferred and when the customer can expect a response.

  • If the customer feedback is delivered by phone or in person, this acknowledgement should be given verbally during the call.

  • If the customer feedback is delivered by e-mail, the acknowledgement should be given by email.

  • If the customer feedback is delivered by postal mail the acknowledgement should be sent via telephone, letter or e-mail, whichever is appropriate.

RESOLUTION

  • A substantive response should be provided within a few business days, if not immediately.

  • This response should include Pro-4's analysis of the issue and the proposed resolution. Clear reasons should be given if it is not possible for Pro-4 Tactical to accommodate the customer’s request.

  • If a resolution is not possible within a few business days, the customer should be notified and given the date by which they can expect a response.

  • The resolution can be communicated to the customer verbally, by e-mail or by postal mail, depending on the communication method most appropriate to the situation.

 

RESPONSE PROCEDURE

CALLS TO PRO-4 TACTICAL

  • When a customer calls Pro-4 Tactical with a complaint, question, or request, the issue should be resolved immediately, if possible, by Pro-4's customer service team, or by transferring to the appropriate department.

  • If immediate resolution is not possible, the customer service team will take down the necessary information and let the customer know when and from whom he or she can expect a response.

  • The department receiving the transfer is responsible for resolving the issue per the above standards.

E-MAILS OR LETTERS TO PRO-4 TACTICAL

  • When customers send e-mail (or postal mail) to Pro-4 Tactical with complaints, questions, and requests, Pro-4 will send an acknowledgment e-mail (or postcard) within one business day.

  • Of course, if Pro-4 Tactical is able to answer the question or resolve the issue right away without transfer, it will do so and let the customer know. In such instances, a separate acknowledgement email (or postcard) is not necessary.

  • Also within the first business day, Pro-4 customer service team will forward the item to the appropriate department for response, noting the expected resolution date.

  • The department receiving the transfer is responsible for resolving the issue per the above standards.

ADDITIONAL COMMENTS

Since customers do not always know to whom to direct their concerns, any customer service team member or other staff answering the phone is called upon to be a customer service agent. When transferring a caller, staff should always take the caller’s number so that they can call back if need be.

PRIVACY & SAFETY

This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from www.pro-4shop.com.

WHAT PERSONAL INFORMATION WE COLLECT

When you visit Pro-4 Shop, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device.

Additionally, as you browse Pro-4 Shop, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically collected information as Device Information.

We collect Device Information using the following technologies:

  • Cookies are data files that are placed on your device or computer and often include an anonymous unique identifier.

  • Log files track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.

Also, when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers, email address, and phone number). This is called Order Information.

By Personal Information in this Privacy Policy, we are talking both about Device Information and Order Information.

HOW DO WE USE YOUR PERSONAL INFORMATION

We use the Order Information that we collect generally to fulfill any orders placed through Pro-4 Shop (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations).

Additionally, we use this Order Information to:

  • Communicate with you.

  • Screen our orders for potential risk or fraud.

  • When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize Pro-4 Shop.

SHARING YOUR PERSONAL INFORMATION

We share your Personal Information with third parties to help us use your Personal Information, as described above.

We also use Google Analytics to help us understand how our customers use Pro-4 Shop.

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful requests for information we receive, or to otherwise protect our rights.

BEHAVIOURAL ADVERTISING

We use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you.

You can opt out of targeted advertising.

DATA RETENTION

When you place an order through Pro-4 Shop, we will maintain your Order Information for our records unless and until you ask us to delete this information.

MINORS

The Site is not intended for individuals under the age of 18.

CHANGES

We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

If you have questions and/or require more information, do not hesitate to contact us 248-809-2129 or customerservice@pro-4marketing.com.

PAYMENT METHODS

- All major credit / debit cards