How do I answer a customer who asks if an eco product is vegan?
Quick answer
Answer from the published ingredient or material list. Name honey, wool, leather, carmine, or cross-contact when the page already names them. If the page is silent, say you will check, then update the page before you reply. Do not invent a certification or a vegan-buyer percentage. Green-claim macros are a different job: support claims macros.
Vs other Intelligence guides
| Guide | Job |
|---|---|
| Support claims macros | Sustainable, recycled, carbon lines. This page is the vegan scope question. |
| Vegan positioning | Who the brand is for. This page is one inbox answer. |
| Review reply | A public review. DMs and email are private until someone screenshots them. |
| Materials proof | The page the reply quotes. If it is missing, write it before you send. |
| Vegan leather claims | What the material name may say on pack. The inbox uses that same name. |
| Green claim words | Words to retire on the site. The inbox does not revive them. |
| This guide | How to answer "is this vegan?" from the published list |
Composite operator guidance. Not legal advice on labeling. Do not treat a worksheet reply count as a typical conversion rate.
Three replies. Only the sourced one ships.
| Reply | When | Send |
|---|---|---|
| Yes, as listed | Ingredients and materials on the page are vegan, and you can point to that URL | Quote the list. Link the URL. |
| Not fully | Honey, wool, leather, beeswax, carmine, or a non-vegan glue is on the list | Name the item. Offer the SKU that omits it, if one exists at the public price. |
| Check first | The page does not say | Do not send yes. Update the page, then reply with the link. |
Staff line: "The product page is the answer." If the message needs a certification you do not hold, stop.
Proof ladder (inbox)
| What is true this week | You may send | You freeze |
|---|---|---|
| Ingredient or material URL is live | A short yes or no plus the link | "Certified vegan" if the page has no certifier name |
| Cross-contact is documented | The same sentence as the page | "Made in a dedicated vegan facility" if it is shared |
| A sister SKU is fully vegan and in stock | Name it at the public price | A hidden code to switch SKUs |
| The ask is about carbon or recycled content | Use support macros | Answering a green claim with "yes, it is vegan" |
Inbox kit
- Open the live PDP for the SKU in the message. Copy the ingredient or material block.
- Mark yes, not fully, or check first on a shared sheet.
- Write three short replies with a link. No percent off.
- Save them in the help desk. A person sends them, not an unsourced draft.
- If check first, update the PDP the same day, then reply.
- Screenshot one sent reply next to the page so the words match.
| Leave out | Why |
|---|---|
| "Yes!!!" with no link | The next person cannot see what you meant. |
| A discount for asking | The question is about ingredients, not price. |
| A green slogan in the same bubble | Claims calculator. |
| ChatGPT text you did not check against the page | Review reply has the same rule: a person posts from published facts. |
Allow vs banned
| Surface | Allow | Kill |
|---|---|---|
| Email and DM | Yes, not fully, or check-first, plus URL | Unsourced yes, fake certifier |
| PDP | The list the reply quotes | A quieter list than the inbox |
| Review | Its own guide | Pasting the DM into a public review |
| Board story | Replies that match the page | Invented vegan-buyer percentage |
EmpCo from 27 September 2026 still applies to a green line in the reply that also ships in the EU. Do not publish a conversion lift for faster DMs.
10-check inbox log (run this week)
Open sent messages, not a template gallery. Log Y/N.
| # | Check | Pass |
|---|---|---|
| 1 | Reply quotes a live URL? | Yes. |
| 2 | Honey, wool, leather, or carmine named if present? | Yes. |
| 3 | Cross-contact matches the page? | Yes. |
| 4 | Certification named only if the page names the body? | Yes. |
| 5 | Silent pages updated before yes? | Yes. |
| 6 | No discount code in the vegan reply? | Yes. |
| 7 | Green claims kept on the macro guide? | Macros. |
| 8 | Sister SKU in stock if offered? | Public price. |
| 9 | A person sent it? | Not an unsourced bot post. |
| 10 | Did a tool promise a reply-rate lift? | Ignore. No invented %. |
Fix the macro that week. An unsourced yes went out: correct it and update the page.
Inbox freeze (labeled example)
Replace every cell from the help desk. Do not copy the example as a conversion benchmark.
| Field | Worked example | Your cell |
|---|---|---|
| Approved replies | 3 replies example (yes / not fully / check first) | [replies] |
| Messages checked | 8 messages example | [messages] |
| Unsourced yes replies | 2 leftover unsourced yes examples. Correct them. | [unsourced] |
| Pages still silent | 1 silent PDP example. Update it before the next yes. | [silent] |
Those cells are worksheet labels. If [replies] is NONE, do not answer "is this vegan?" until the page exists.
Go / no-go
| Call | When |
|---|---|
| No-go | Silent page, fake certification, code in the reply |
| Go on the reply | Live list, matching words, person sends |
| Partial go | Send "not fully" today where the list is clear. Hold yes until the silent page is updated. |
Score unsourced yes replies and silent pages. A vegan-buyer rate is not a KPI for the inbox.
Link the list.
People can act on a sourced yes or a named exception. They cannot act on a guess.
Template fields and 7-day run
| Field | Fill with | Do not invent |
|---|---|---|
[sku] | Product in the message | A vegan claim the page lacks |
[url] | Ingredient or material URL | A homepage with no list |
[signer] | Person who sends the reply | An unsourced auto-reply |
[markets] | US / EU / UK / both | A climate line in the vegan answer |
Brief: "SKU: [sku]. URL: [url]. Signer: [signer]. Markets: [markets]. If the URL is NONE, update the page before yes. No code. No vegan-buyer %."
- Day 1: Export recent "is this vegan?" messages. Count [messages].
- Day 2: Mark each SKU yes, not fully, or silent.
- Day 3: Write the three replies. Strip codes and slogans.
- Day 4: Update silent PDPs before any yes goes out.
- Day 5: Save macros. A person sends the next batch.
- Day 6: Screenshot one reply beside the page.
- Day 7: Run the 10-check log. Log [unsourced] and [silent].
Frequently asked questions
How do I answer a customer who asks if an eco product is vegan?
Reply from the published ingredient or material list. Name honey, wool, leather, or cross-contact when they apply. If the page is silent, do not guess, and do not invent a vegan-buyer percentage.
Is this the green-claims macro guide?
No. That guide covers sustainable and carbon wording. This guide covers the vegan scope question only.
May the reply say certified vegan?
Only when the product page names the certifier. Otherwise link the ingredient list and stop.
What if the page does not list ingredients?
Update the page first. Do not send yes while the list is missing.
What do we measure if not a vegan-buyer percentage?
Unsourced yes replies, and product pages that stayed silent.
Need this applied to your brand?
Book a call with fisagency, or continue in Calculators, Prompts, and Skills.