An assistant answers first, in your own language. When it cannot answer — or the question touches money, refunds or a Memorial order — the conversation moves to a person with its full history attached. You are told when that happens.
1 · The assistant answers
Formats, storage, revision rules, which currency applies, how ordering works — things with a written answer.
2 · It hands over
Anything about a specific order, a price, a refund, or when you simply ask for a person.
3 · A person continues
They see every earlier message. You do not repeat yourself and nothing is lost.
What the assistant will not do
It will not quote you a price, promise a refund, or guess at anything it has not been told. If it does not know, it says so and fetches a person. We would rather be slow than wrong about your money.
Open it with the button in the corner of any page — it follows you across the site.
The chat reaches a person, not only the assistant.
The assistant answers what is written in our rules. Anything about your money or a specific order goes to a person.