Dice Customer Care: Practical Standards, Metrics, and Playbooks

High-quality customer care is the difference between a one-time sale and a loyal community in the dice market. Whether you sell polyhedral sets for TTRPGs, precision “razor-edge” casino dice, or custom resin runs, the support experience must be fast, precise, and transparent. The guidance below distills proven practices from specialty retail, gaming accessories, and B2B casino supply—with concrete numbers, service-level targets, and processes that a professional team can operate from day one.

Because dice are highly tactile and aesthetic, customer questions skew toward color accuracy, weight/feel, fairness, and replacement logistics. Expect seasonality (Q4 gift surge; new-system launches), and plan capacity accordingly. The sections below outline channels, SLAs, warranty policy design, fairness testing and quality controls, B2B expectations, tooling, and escalation paths.

Support Channels and Coverage

Offer at least three channels: email/ticketing, live chat, and social DMs. For phone, publish limited but reliable hours (for example, 09:00–17:00 local time, Monday–Friday), and keep chat available longer (for example, 09:00–21:00, 7 days) to catch evening hobbyists. If you ship internationally, add asynchronous channels (email/web form) with a published response window (for example, “We answer within 12 business hours”). State time zone explicitly on your contact page and order confirmations.

If you sell on marketplaces (Etsy, Amazon, eBay), honor platform-specific response clocks (typically 24 hours on weekdays) to protect account health. For D2C sites, a helpdesk with automation can confirm receipt instantly and route by category (Order Issue, Defect/Fairness, Wholesale/Casino, Custom Order). Offer at least English support; add localized FAQs for your top 3 non-English markets if they each exceed 5% of order volume.

Publish a single canonical support URL on every transactional touchpoint (order confirmation, shipping notifications, packaging inserts). Examples: zendesk.com, freshdesk.com, gorgias.com, and intercom.com provide hosted help centers and widgets that embed easily in Shopify, WooCommerce, and BigCommerce.

SLAs, KPIs, and 2024 Benchmarks

Set public SLAs you can reliably hit and internal KPIs that push you to improve. For a mid-sized dice retailer (2,000–10,000 orders/month), a practical starting point is First Response Time under 1 hour for chat and under 6 business hours for email; Resolution Time under 24 hours for simple requests (address change, tracking inquiry) and under 3 business days for replacement/defect cases (dependent on photo review and stock).

Measure results weekly, post them in your team channel, and tie agent schedules to backlog forecasts. For peak periods (November–December), plan a 2–3x temporary staffing increase to maintain SLAs. Maintain a “yellow” threshold when backlog exceeds 1 business day of work, triggering overtime or queue caps on lower-priority channels like social DMs.

• First Response Time (FRT): chat ≤ 60 min; email ≤ 6 business hours; social DMs ≤ 12 hours.
• Average Handle Time (AHT): chat 5–8 min; email 6–10 min with macros and attachments enabled.
• First Contact Resolution (FCR): ≥ 70% for “Where is my order?” and address updates; ≥ 60% for standard replacements.
• CSAT (post-ticket survey): 90–95% “satisfied” target; alert at < 88% weekly rolling average.
• NPS (quarterly): 45–65 typical for specialty hobby D2C; segment by first-time vs repeat buyers.
• Refund Rate: keep below 3% of orders; Replacement Rate: below 1.5% for resin/acrylic; below 0.3% for precision casino dice.

Warranty, Returns, and Replacements for Dice Products

Publish clear policies on a single “Warranty & Returns” page. For resin/acrylic polyhedral sets priced $8–$25, a 30-day return window (unopened/unused) and a 90-day defect warranty is standard. For premium metal sets ($35–$80), extend defect warranty to 1 year due to higher unit economics. State exactly what qualifies as a defect: voids > 1 mm at an edge, inappropriate face rounding, factory scratches visible at 30 cm under neutral light, paint fill missing > 10% of a numeral.

Use RMAs to standardize inbound handling: require photos showing the full set plus close-ups and a digital scale reading (±0.1 g) for metal sets where weight variance matters. Approve or deny within 2 business days. Typical replacement cost modeling: domestic replacement postage $3.20–$4.80 (USPS First-Class), packaging $0.35–$0.60, pick/pack $0.80–$1.40, yielding $4.35–$6.80 per resolved case. International replacements average $9.80–$14.50 postage; consider partial refunds when postage exceeds 40% of item price.

For addresses, validate with USPS (usps.com) or global verification (loqate.com, addressy.com). Require apartment/unit numbers when carriers flag “insufficient address.” If an address change arrives after label creation but before carrier pickup, cancel and reprint; after pickup, offer reshipment at cost or partial refund. Mark “porch theft” claims as goodwill once per customer lifetime with a photo of the delivery point (if available via carrier) and a signature-required reship for orders > $75.

Quality Issues Unique to Dice: Fairness, Materials, and Safety

Customers often test fairness. Publish your process: for opaque or translucent dice, ensure mold tolerances within ±0.15 mm across opposing faces for standard 16–20 mm dice; weight variance within a set should stay under 2% for resin/acrylic and under 1% for metal. For casino-grade 19 mm dice, precision specs are tighter: face variance ≤ ±0.025 mm, edge sharpness maintained with protective caps, and pips painted to equal depth.

Advise hobbyists on the saltwater float test: mix ~120 g salt per 1 liter of water; add drops until a die barely floats. A die that consistently rotates to the same face in ≥ 10 of 12 trials may indicate bias. Clarify that swirled resin and embedded inclusions can shift center of mass slightly but remain acceptable for casual play; offer exchanges for “noticeable bias” within 90 days. For tournament or casino use, tests should include caliper checks, mass measurement (±0.01 g), and spectrocolorimetry for marked edges.

Safety matters for younger players. If products are marketed to children, follow CPSIA (U.S.) and EN 71 (EU) toy safety standards—especially for small parts and heavy metals in pigments. Publish material disclosures (resin type, alloy composition) and recommend age 14+ when not tested as toys. If using glow or UV-reactive dyes, document suppliers and MSDS sheets; provide a care note: “Do not tumble-clean metal dice; hand dry after use to prevent plating wear.”

B2B and Casino Accounts: Expectations and SLAs

For retailers and casino buyers, offer a distinct concierge queue with a dedicated email, a purchase order process, and a 2-hour response SLA during contract hours. Include pre-shipment sampling and certificate of conformance (CoC) for each lot. For casinos, record serial/batch numbers on packing lists and maintain traceability logs for at least 5 years, aligning with typical regulatory audit windows.

Price out a service-level uplift: +$0.08–$0.25 per unit for individual boxing and tamper seals, +$150–$300 per lot for third-party inspection, and +$45–$75 per order for rush handling (< 24 hours). Provide an on-call number during installation weeks, with escalation to QA within 30 minutes for any “critical” defect reports (for example, mis-pipped dice or dimensional out-of-spec).

Tools, Staffing, and Cost Structure

A modern helpdesk (zendesk.com, freshdesk.com, gorgias.com, intercom.com) runs $19–$99 per agent/month in 2024. Add a shipping hub (shippo.com, easyship.com) to centralize tracking and automate “Where is my order?” replies. Connect your ecommerce platform to surface order context inside tickets, reducing AHT by 20–35% versus tab-switching.

Staffing: for 3,000 orders/month at 3% contact rate, expect 90 tickets/week; one full-time agent (40 hours) can handle 120–180 tickets/week if well-tooled. During Q4, plan for 2–3 agents or extended hours. Cross-train warehouse staff to cover chat during midday peaks and offer “call me back” scheduling to avoid hold times.

Build a macro library: color mismatch, address correction, late delivery (with carrier links), replacement approval, and fairness testing instructions. Review and refresh macros quarterly, especially before new product launches that change materials or finishes.

Data Privacy, Timestamps, and Documentation

Store only necessary personal data (name, address, email, order history). If you sell to the EU or California, align with GDPR (since 2018) and CCPA/CPRA (since 2020): honor deletion requests within 30 days; maintain a data map; and ensure your helpdesk and chat tools sign Data Processing Agreements. Mask full card numbers—payments should be tokenized via your PSP.

Timestamp every status change in the ticket (approval, RMA issued, refund processed) and keep photos in the case record. For defect trends, tag tickets with a structured taxonomy (Material: Resin/Metal; Issue: Bubble/Void/Weight/Paint Fill; Model: SKU) and export monthly. A rolling 3-month view often reveals creeping issues like a specific pigment reacting with clear coats.

Escalation Playbooks and Templates

Define escalation tiers so agents resolve 80% at Tier 1. Tier 2 handles manufacturing judgment calls, complex international logistics, and B2B queries. Tier 3 (QA/Operations) intervenes when a batch defect may require a stop-ship or recall. Publish “what’s critical” vs “urgent” vs “normal,” with time targets and handoff rules documented in your runbook.

Keep ready-to-send templates with precise, expectation-setting language. Every resolution should include what happened, what you will do, and exactly when it will happen with a date/time stamp and tracking link if applicable. Align refunds to your payment processor’s settlement windows (typically 3–10 business days to appear on card statements) and state this in writing to prevent repeat contacts.

• Lost-in-transit (no scans in 7 days domestic / 14 days international): open carrier trace, reship same SKU, and email the new tracking within 1 business day; if OOS, offer closest-match replacement or refund.
• Color mismatch vs product photos: request photo in daylight next to a white sheet; if variation is due to batch drift, offer 20% refund or free exchange label; update product page with note within 24 hours.
• Fairness complaint: send saltwater test steps; if bias confirmed (≥ 10/12 same-face floats), issue RMA and replace entire set; tag batch for QA inspection and pause reorders pending results.
• Damaged in transit: require package + insert photos; file carrier claim within 48 hours; replace immediately without waiting for claim outcome on orders under $100.
• B2B/casino defect: escalate to QA in 30 minutes; quarantine remaining inventory by lot; propose corrective action plan (CAP) within 1 business day; offer onsite or video inspection if needed.

How do I contact Dice support?

1. Contact Us. 888-321-DICE (3423) Contact Sales. Dice. 6465 South Greenwood Plaza Boulevard, Suite 400. Centennial, CO 80111.
2. Questions? Issues? Contact Product Support anytime by emailing [email protected].
3. Prefer to talk on the phone? Call us Monday-Friday, 8am to 5pm CST at 888-321-3423.

How do I contact dice envy customer service?

If your dice arrive damaged, don’t arrive, or you are otherwise dissatisfied with your purchase, please reach out to [email protected] within 30 days, and our customer service specialists will be happy to work with you to make things right.

How to recover a Dice account?

How to Recover my account?

1. If you are on the same device: Click on Profile at the top left. Click Menu at the top right. Select “Settings” Select “Login to change settings”
2. If you are on a new device: Iff you are in ann Apple Phone remember to Disable “Limit Ad Tracking” before proceeding with the following instructions.

Is Dice legitimate for tickets?

All tickets sold on Dice are sourced directly from labels, promoters and venues; the company does not participate in secondary ticketing.