Sample data · Drive · Gorgias macros · Assumptions

Ask HQ

One place for the team to ask “how do we do this?” and get an answer from your own documents.

Sample data

Typos are fine. HQ read this as “Can we ship matcha to Canada?”

G · free to use
AI answer · from your documents onlyAnswered in a few seconds

Can we ship matcha to Canada?

Not yet. We tried in March 2025 and paused: customs asked for a Canadian importer of record, and we did not have one.

  • The test order went out on 12 Mar 2025 and was held at the border.
  • Waitlist replies for Canadian customers are in the Gorgias macro.
  • Next step in the log: find an importer of record before trying again.

Sources used

Drive documentRegion shipping log › Canada, rows 4 to 7
Gorgias macroShipping: Canada waitlist
Team noteDana's note on the Canada attempt, 12 Sep (in Drive)
Last checked 12 Sep by DanaConfidence: High, 3 sources agree
Is this still right?
Held for a person · no AI answer givenG · free to use

Can I tell a customer matcha helps with anxiety?

Ask a person first: health claim.

Health, legal and discount questions are never answered by HQ. This one is routed to Caroline, and the question is saved in the backlog with a note that it is waiting.

Held for a person · no AI answer givenG · free to use

Can I give a café 20% off?

Ask a person first: discount.

Pricing and discounts are decided by Max or Sam. HQ can show the café's confirmed contract terms, but it does not say yes or no.

Getting stale

3 answers

A source changed, or nobody checked the answer in 6 months.

Ocean freight to the EU warehouse

Source changed: ocean freight 22 → 26 days on Assumptions, 28 Oct.

Review

Can we ship to Hawaii and Alaska?

Not checked since 3 Apr (7 months).

Review

Returning an opened tin

Source changed: Gorgias macro edited 30 Oct.

Review

Backlog

4 questions

Questions with no good answer yet.

Do we ship to Mexico?

Asked by Jo · 30 Oct

Add answer

What is the best-before on the gift tins?

Asked by Sam · 29 Oct

Add answer

Can a café return unopened 1kg bags?

Asked by Jo · 28 Oct

Add answer

Which lot is in the EU warehouse now?

Asked by Dana · 26 Oct

Add answer

Reviewed every Monday by Caroline and Dana. Each reviewed question becomes an answer with a source, or stays a person's call.

What Ask HQ reads

Only these. Nothing else is searched.
Drive foldersG · free to use

SOPs, shipping log, supplier and label files

ContractsG · free to use

Confirmed fields only, such as dates and terms

AssumptionsG · free to use

Lead times, alert days and other numbers you enter

Gorgias macrosG · free to use

Reply templates only, not customer tickets

Customer personal dataR · never to AI

Not read, not searched, not stored by Ask HQ

Every answer shows its sources and when someone last checked it. Ask HQ never replies to a customer or partner by itself.