Complaints and escalation.

What to send

Use the contact form or monitored support mailbox with your name, email, request ID if available, supplier or task context, and the outcome you are asking Novelle to review.

• Support mailbox: hello@novelle.wedding
• Supplier applications should include the business name and contact email.
• Privacy requests should clearly state access, correction, deletion, or consent concern.

How it is routed

Complaints and privacy/legal contact reasons create admin review work instead of being treated as ordinary marketing inquiries. Operators can review context, while privacy workflow changes remain admin-only.

• Complaint received and triaged
• Identity or authority checked when needed
• Internal notes and audit trail recorded

Supplier concerns

Supplier-profile, media, availability, quote, cancellation, deposit, or review-provenance concerns are held back from public publication until the verification record is complete and approved.

• Business identity status
• Media permission status
• Quote and cancellation/deposit notes

Beta limitation

Novelle does not hold deposits, adjudicate supplier contracts, or guarantee booking outcomes in this beta. Supplier introductions remain manual until legal and operating procedures are approved.

Response expectations

A human reviewer should acknowledge the complaint, request missing information where needed, record follow-up notes, and close the task only when the next action is clear.

Policy ownership

The complaints process is aligned with the approved beta privacy, supplier, retention, and dispute-handling policies. Operators should keep each decision auditable and human-reviewed.