E-commerce Brand Community

A brand server built around drops, reviews and unboxings, with order help in tickets and a loyalty lounge by tier.

8 categories
35 channels
10 roles
Medium

Choose a server, review what will be created or reused, then confirm. Merge keeps what you have; replace rebuilds the server. Vetox takes a safety backup first either way.

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Server structure

Channels

STOREFRONT

shop-guide
What each channel is for, how the loyalty tiers work and where to go when an order goes wrong.
shop-rules
No reselling, no outside store links, no order details in public. Customer care never asks for payment details in chat.
drop-alerts
Every launch, with the time, the quantity and the link. Follow this channel to get it in your own server.
restock-alerts
Sold-out items coming back. Posted the moment stock is live.
promo-codes
Current codes and their expiry. If a code is not here, it is not valid.

THE SHOP FLOOR

shopper-chat
General talk between people who buy from us. Order problems go to #order-help-desk.
product-questions
Ask before you buy. Materials, compatibility, what pairs with what. Customer Care and other shoppers answer.
fit-and-sizing
Runs small, runs large, true to size. Post your measurements and what worked.
wishlist-and-requests
Products, colours and sizes you want us to make. The Store Manager reads this before every planning round.
unboxings
Photos and videos of your order arriving. One post per delivery, tag the product in the caption.
reviews
One thread per product you have used for at least a week. Tag the rating; Customer Care tags Verified purchase.
customer-photos
The product in use. The brand may repost with credit; say so in the caption if you would rather not.

ORDER HELP

order-help-desk
Press the button to open a private ticket about an order, a refund, a return or an address change.
shipping-updates
Carrier delays, customs notes and dispatch cut-off times, posted by Fulfilment.
returns-faq
The return window, what is refundable and how exchanges work. Anything specific to your order is a ticket.

LOYALTY LOUNGE

members-lounge
Silver and Gold members and the team. Smaller room, faster answers.
early-access-dropsHidden from @everyone
Members see the drop link before #drop-alerts does. Posted by the Store Manager.
points-and-perks
How Silver and Gold are earned, what each unlocks, and questions about your tier.
member-giveaways
Giveaways for members only. Vetox picks the winner; the Store Manager posts the prize.
gold-vaultHidden from @everyone
Gold only: samples, prototypes and a say in what ships next.

AMBASSADORS

ambassador-briefsHidden from @everyone
Campaign briefs, deadlines and the assets to use. Posted by the Store Manager.
content-submissions
Drop your drafts here for approval before they go live.
commission-questions
Tracking links, payout dates and anything about your ambassador account.

VOICE

Shop Talk
Live Drop Party
AFK

BACK OFFICE

ops-chat
Fulfilment, care and the manager. Who is packing, who is answering, what is late.
order-escalations
Tickets that need a decision or a reshipment. Link the ticket, state the ask.
inventory-updates
Stock counts, incoming deliveries and what is about to sell out. Feeds #restock-alerts.
supplier-notes
Lead times, quality issues and supplier contacts.
refund-approvalsHidden from @everyone
Refunds above the care limit. Customer Care asks, the Store Manager approves.
Back Office Voice

MANAGEMENT

management-room
Owner and manager only. Pricing, staffing and what the brand does next.
sales-reports
Daily and weekly numbers by product and channel.
marketing-plans
Upcoming drops, campaigns and the ambassador briefs before they are published.

Roles

Brand OwnerAdministrator
Store ManagerModerator
Customer CareModerator
Fulfilment Team
Ambassador
Gold Member
Silver Member
Shopper
Muted

Overview

Made for a brand that sells online and wants the people who buy from it talking to each other, not only to customer care. The storefront category is read-only: #drop-alerts and #restock-alerts are announcement channels, #promo-codes holds the current codes and nothing else. The shop floor is where shoppers live: #product-questions and #fit-and-sizing for the questions that come before a purchase, #unboxings and #customer-photos for what happens after, and #reviews as a forum where each review is a thread tagged by star rating and Verified purchase. Anything that involves an actual order goes through #order-help-desk, a read-only channel with a ticket panel, so a tracking number or an address never lands in public. Loyalty is built into the roles: Silver Member and Gold Member unlock the Loyalty Lounge with #early-access-drops and #member-giveaways, and #gold-vault opens for Gold only. Ambassadors have their own category for briefs and content submissions. The Back Office and Management categories are hidden from every shopper role; that is where Fulfilment Team and Customer Care handle #order-escalations and #inventory-updates, and where #refund-approvals stays with Customer Care and the Store Manager.

When to use it

Your launches sell out in minutes and the questions pour into social media replies where nobody can find them. This layout puts the drop calendar, the sizing questions and the reviews in a server the brand controls, keeps order and refund problems inside tickets, and gives loyal customers a tier that unlocks early access instead of a discount code.

What makes it different

Drop and restock alerts are announcement channels shoppers can follow from their own servers.
Reviews live in a forum tagged by star rating and Verified purchase, so a thread outlasts the chat.
Order help is a ticket panel, so tracking numbers and addresses never appear in public.
Silver and Gold loyalty tiers unlock a members lounge, with a Gold-only vault on top.
Back Office and Management are hidden from every shopper role, including ambassadors.

Recommended Vetox setup

Tickets
Put the ticket panel in #order-help-desk so Customer Care handles orders, refunds and address changes privately with a transcript.
Giveaways
Run member-only giveaways in #member-giveaways, restricted to Silver Member and Gold Member so the tier is worth earning.
Leveling
Give Silver Member as a role reward for activity on the shop floor, and keep Gold Member for customers the team promotes by hand.
Notifications
Feed the brand's product launches and social posts into #drop-alerts and #restock-alerts so shoppers hear about a drop without checking.
Auto-Mod
Block promo-code spam and outside store links on the shop floor, so #promo-codes stays the only place a code appears.

Questions

Why are reviews a forum instead of a channel?

A review is worth reading a year later. As a forum thread it has a title, a star-rating tag and a Verified purchase tag, and a shopper can search it. In a text channel it is gone by the next drop.

How do the loyalty tiers work with Vetox?

Silver Member is the earned tier: give it as a Leveling role reward at a level regular shoppers reach. Gold Member is assigned by the Store Manager for the customers you want in #gold-vault. Both tiers see the Loyalty Lounge; only Gold sees the vault.

What can ambassadors see?

The public areas plus the Ambassadors category with #ambassador-briefs, #content-submissions and #commission-questions. They cannot see the Back Office, the Loyalty Lounge is opened to them so they know what members get, and Management stays hidden.

Common mistakes

Letting customer care answer order questions in #shopper-chat, which puts tracking numbers and addresses in a public channel.
Making the loyalty tiers a colour with nothing behind them; the Loyalty Lounge exists so the role opens something.

Consider instead

Company Customer Community You sell software or a service and the conversation is about features and workflows rather than orders.
Small Business Internal You only need the back office and no public customer side at all.

Do you have any doubts?

Our team is there for you

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