Every message, read beside its order

A customer writes to one of your shops. Their message lands in one inbox that serves every shop. Beside it sits the order it is about, where the print is at the lab, and a first draft taken from that shop's own pages. A person reads all of it, then writes and sends the reply.

Twelve Letters, 13 October

The first two are marked to read first: a customer in crisis on a memorial shop, and a legal question on a bill decoder. Neither gets a draft, because a person writes those from a blank page. These twelve are written fixtures, one for each kind of message the desk knows, run through the same code a real message meets; no customer has written to supportbook yet.

Crisis, read first

Painted Pup/contact

7:02 AM · rowan@… · Sensitive

We lost our dog Biscuit last week and honestly I don't want to be here anymore. The portrait was supposed to help and I can't look at it.

Order: Paid 129.00 USD on Sep 26, 2026, paintedpup, painted account, cs_test_seedPupBiscuit00002; stripe: checkout.sessions.list, last 45 days, matched on the sender's email
Stage: Neither lab has this order on record yet.; orderlamp: /api/lookup
Draft: No draft for this class. A person writes this reply from a blank page.; parley: /api/help

A person answers now, outside the daily rotation. Use the shop's own crisis copy if it has any; never invent a helpline number.

Legal question, for the founder

BillGuard/result

6:40 AM · dana.k@…

Your tool says the hospital overbilled me by $2,140 on the facility fee. Should I pay it or appeal? Will I win if I appeal?

Order: No paid order for this email in the last 45 days; 9 sessions read on painted and provenance.; stripe: checkout.sessions.list
Stage: No order, so no stage to read.; orderlamp: /api/lookup
Draft: No draft for this class. A person writes this reply from a blank page.; parley: /api/help

Founder review. The reply explains what the tool showed and where to get advice; it never says what to do.

Chargeback or legal threat

The Old Masters/contact

5:15 AM · h.vance@…

Ordered the Vermeer print three weeks ago and nothing. If I don't hear back by Friday I'm calling my bank for a chargeback.

Order: Paid 145.00 USD on Sep 22, 2026, the-old-masters, provenance account, cs_test_seedVermeer000007; stripe: checkout.sessions.list, last 45 days, matched on the sender's email
Stage: shipped at printful (fulfilled), 15 business days since paid, USPS 9400111899223197428490; orderlamp: /api/lookup
Draft: No draft for this class. A person writes this reply from a blank page.; parley: /api/help

refundline, the dispute desk, holds the bank's deadline. A person replies after reading the case there.

Privacy request

The Links/privacy/

4:50 AM · pat.osei@…

Please delete my data and my account. I bought one print in September and don't want my address kept.

Order: Paid 110.00 USD on Sep 14, 2026, thelinks, provenance account, cs_test_seedLinks00000008; stripe: checkout.sessions.list, last 45 days, matched on the sender's email
Stage: Neither lab has this order on record yet.; orderlamp: /api/lookup
Draft: Set PARLEY_URL, and thelinks=<key> in PARLEY_KEYS, for a draft from The Links' pages.; parley: /api/help

The owner answers under doctrine/DATA-RETENTION.md, within 30 days.

A loss, handle with care

pawtrait/

4:05 AM · mei.lin@… · Sensitive

Our cat Miso passed away in August. Could the painting show her on the blue blanket she always slept on?

Order: Paid 149.00 USD on Oct 12, 2026, pawtrait, painted account, cs_test_seedPawMiso0000003; stripe: checkout.sessions.list, last 45 days, matched on the sender's email
Stage: Neither lab has this order on record yet.; orderlamp: /api/lookup
Draft: Drafted from 2 of pawtrait's pages.; parley: /api/help

We are so sorry about Miso. Yes, the painting can show her on the blue blanket she slept on: choose the photograph of her you love most, and say in your note that the blanket stays. [[HOW A NOTE REACHES THE PAINTER: CONFIRM ON PAWTRAIT'S PAGES]]

Grief-safe posture: no price, no upgrade, no deadline near the loss. Read it whole before sending.

Arrived damaged or wrong

Cartographer's Dream/contact

3:30 AM · j.okafor@… · Sensitive

The map of Lisbon arrived with a crease right across the bottom corner. The tube was crushed at one end.

Order: Paid 78.00 USD on Oct 3, 2026, cartographers-dream, provenance account, cs_test_seedLisbonMap00006; stripe: checkout.sessions.list, last 45 days, matched on the sender's email
Stage: shipped at prodigi (Complete), 7 business days since paid, UPS 1Z999AA10123456784; orderlamp: /api/lookup
Draft: Nothing on Cartographer's Dream's pages answers this, so Parley wrote no draft.; parley: /api/help

Ask for a photograph; the reprint or refund decision is the owner's.

Download or link problem

Painted Zodiac/thanks

2:58 AM · sol.r@… · Sensitive

The download link in my email says it has expired. My order number is cs_test_a1B2c3D4e5F6g7H8i9J0kLmN.

Order: Paid 45.00 USD on Oct 2, 2026, paintedzodiac, painted account, cs_test_a1B2c3D4e5F6g7H8i9J0kLmN; stripe: checkout.sessions.retrieve, the number in the message
Stage: Neither lab has this order on record yet.; orderlamp: /api/lookup
Draft: Drafted from 1 of Painted Zodiac's pages.; parley: /api/help

Sorry the link ran out before you could use it. Your order is here under the number you sent, and a fresh download link will follow from this address. [[HOW LONG A LINK LASTS: CONFIRM ON PAINTED ZODIAC'S PAGES]]

Check the order's download record; a link can be sent again from the shop's own records.

Where is my order

paintedmare/contact

2:20 AM · ellie.ward@… · Sensitive

Where is my order? It has been twelve days and I haven't had a shipping email for Juniper's portrait.

Order: Paid 89.00 USD on Oct 1, 2026, paintedmare, painted account, cs_test_seedMareJuniper0001; stripe: checkout.sessions.list, last 45 days, matched on the sender's email
Stage: printing at prodigi (InProgress), 8 business days since paid, past the lab's published time; orderlamp: /api/lookup
Draft: Set PARLEY_URL, and paintedmare=<key> in PARLEY_KEYS, for a draft from paintedmare's pages.; parley: /api/help

The order and its lab stage are on the card; quote the stage it shows and guess nothing.

Refund or cancel

Painted Skies/print/orion

1:45 AM · c.ibarra@…

I'd like a refund on the Orion print please, I picked the 24 inch size by mistake and need the 18.

Order: No paid order for this email in the last 45 days; 9 sessions read on painted and provenance.; stripe: checkout.sessions.list
Stage: No order, so no stage to read.; orderlamp: /api/lookup
Draft: Set PARLEY_URL, and almucantar=<key> in PARLEY_KEYS, for a draft from Painted Skies' pages.; parley: /api/help

The owner decides in Stripe. Quote the shop's own refund page or say nothing about policy.

Billing question

The Firmament/contact

1:10 AM · noor.h@… · Sensitive

I think I was charged twice for the same star chart, two lines of $96 on my card statement on Saturday.

Order: Paid 96.00 USD on Oct 11, 2026, thefirmament, provenance account, cs_test_seedFirmament00004. 2 paid orders for this email in the window; the newest is shown; stripe: checkout.sessions.list, last 45 days, matched on the sender's email
Stage: Neither lab has this order on record yet.; orderlamp: /api/lookup
Draft: Set PARLEY_URL, and thefirmament=<key> in PARLEY_KEYS, for a draft from The Firmament's pages.; parley: /api/help

Read the charge in Stripe before answering.

Question before buying

painted-agency/

12:35 AM · t.brennan@… · Sensitive

Do you paint murals for restaurants? We have a 14 foot wall in Portland and would like a quote.

Order: No paid order for this email in the last 45 days; 9 sessions read on painted and provenance.; stripe: checkout.sessions.list
Stage: No order, so no stage to read.; orderlamp: /api/lookup
Draft: Nothing on painted-agency's pages answers this, so Parley wrote no draft.; parley: /api/help

Answer from the shop's own pages; Parley's draft cites them.

General

Recourse/guides/deposit

12:02 AM · amara.j@…

Your page on getting a deposit back was easy to follow. There's a typo in the second paragraph, 'recieve'.

Order: No paid order for this email in the last 45 days; 9 sessions read on painted and provenance.; stripe: checkout.sessions.list
Stage: No order, so no stage to read.; orderlamp: /api/lookup
Draft: Drafted from 1 of Recourse's pages.; parley: /api/help

Thank you for reading the deposit guide so closely, and for the typo. [[FIX 'recieve' IN /guides/deposit, THEN SEND]]

A routine message. Draft normally and check every fact against the shop's pages.

A bracketed line inside a draft is a fact the draft could not confirm from the shop's pages. The person answering fills it from the shop's records or deletes the sentence before sending.

Install The Form

One form on the shop's contact page. It posts to the inbox from the shop's own address, which the desk checks against the fleet's registry of 302 sites, and it works without JavaScript. Ten messages from one sender in ten minutes is the most it takes.

For a shop whose pages live in Galley, the same command prints Galley's own form address instead.

node scripts/install.mjs ../pawtrait --site pawtrait

<form action="https://help.painted.app/api/intake/pawtrait" method="post">
  <label for="sb-email">Your email</label>
  <input id="sb-email" name="email" type="email" autocomplete="email" required>
  <label for="sb-message">Your message</label>
  <textarea id="sb-message" name="message" rows="6" maxlength="4000" required></textarea>
  <div hidden><label>Leave this empty <input name="hp" tabindex="-1" autocomplete="off"></label></div>
  <input type="hidden" name="page" value="/contact">
  <button type="submit">Send Your Message</button>
</form>

What The Desk Refuses

Every refusal here comes from the house's support rules, which the classifier carries line by line.

It never sends a reply. A person copies the draft, edits it and sends it from their own mail.
It writes no draft for a crisis message on any shop, or for a legal question on a decoder. Those go to the top of the inbox for a person, and the legal ones to the founder.
It promises the customer no reply time, because no shop has published one. The line they see after sending says a person reads every message and answers by email.
On a memorial shop, a draft near a loss carries no price, no upgrade and no deadline, and the letter is marked Sensitive.