Cellbase coordinates all communication between suppliers and buyers. When buyers have questions or need support, our team will reach out to you and relay information between both parties.
How communication works:
When a buyer contacts us with questions about your products or orders, we'll try to answer or forward their inquiry. You respond, and we relay the information to the buyer.
This ensures:
Clear documentation of all communications
Consistent buyer experience
Quick resolution of issues
Professional handling of queries
When we'll contact you:
Pre-purchase questions: Buyers may ask about:
Product compatibility and specifications
Bulk pricing or custom formulations
Lead times and availability
Shipping options
Technical requirements
Certification documentation
Order-related queries:
Order status and processing updates
Shipping coordination
Delivery questions
Technical support
Product quality concerns
Response expectations:
Pre-purchase questions: Please respond within 24 hours. Quick responses help convert inquiries to sales.
Order questions: Respond within a few hours when possible. Buyers often have time-sensitive needs.
Technical support: Respond the same business day for questions about product use, troubleshooting, or applications.
Problems: Respond immediately to reports of:
Damaged shipments
Temperature excursions
Product quality issues
Wrong items received
What to include in your responses:
Be specific: Rather than "We'll ship soon," provide exact dates: "This will ship on Wednesday, 15th November."
Set expectations: If investigation is needed, give a timeline: "I'll research this and respond by end of day tomorrow."
Be solution-oriented: When problems occur, lead with the solution: "I'm sending a replacement via express shipping at no charge" before explaining what went wrong.
Share technical expertise: Buyers value suppliers who can advise on applications, not just fulfil orders. Don't hesitate to provide detailed technical guidance.
Proactive updates: Keep us informed about:
Order processing:
Acknowledge orders within 24 hours
Production status updates for made-to-order items
Any delays or issues affecting delivery
Shipping:
Confirmation when orders ship (we'll notify buyers)
Expected delivery dates
Any shipping delays or carrier issues
Product updates:
Formulation improvements
Specification changes
New relevant products
Technical application notes
We'll communicate these updates to relevant buyers.
Professional communication:
Remember:
Buyers are your colleagues in advancing cultivated meat
Maintain professional, courteous tone even when problems occur
Clear communication builds trust and repeat business
Technical expertise differentiates you from competitors
As we develop the marketplace, we may introduce direct communication features in the future. For now, routing through Cellbase ensures quality service for all buyers.