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Market-Specific Rules & Exceptions

Article type: Reference Audience: Support Agents + AI Agent Max Visibility: Internal Only

Overview

Some markets have rules, requirements, or exceptions that differ from the general standard. This article documents those differences. Always check this article when handling a ticket from a market you are less familiar with.

Switzerland (CH) — Signomatic

  • Currency is CHF — never quote prices in EUR for Swiss customers
  • Switzerland is not part of the EU — standard EU shipping, VAT, and customs rules do not apply
  • Customers may write in German, French, or Italian — reply in the language they write in and follow the appropriate tone of voice
  • If a customer raises questions about customs, import duties, or VAT — do not advise on specific rates

Belgium (BE) — Signomatic

  • Bilingual market — identify whether the customer is French- or Dutch-speaking and reply accordingly
  • Default to French if the language is unclear
  • Follow FR tone for French-speaking BE customers, NL tone for Dutch-speaking BE customers

Finland (FI) — Kylttimax

  • Has a significant Swedish-speaking minority — always reply in Swedish if the customer writes in Swedish
  • If the customer writes in Finnish, reply in Finnish
  • Currency: EUR

Germany (DE) — Schildermaxe

  • Customers may send formally worded complaints with legal expectations — if a complaint references consumer rights law or uses legal language, escalate to Team Lead before responding
  • Always use Sie — never du unless the customer initiated it
  • Customers expect detailed, complete responses — do not rush to close a ticket without full resolution
  • Currency: EUR

United Kingdom (UK) — Signomatic

  • The UK is not part of the EU since Brexit — shipping, import duties, and VAT rules may differ from EU markets
  • If a UK customer raises questions about import duties or cross-border VAT, escalate to Team Lead
  • Always use British English spelling
  • Currency: GBP

Ireland (IE) — Signomatic

  • Ireland is part of the EU — standard EU rules apply
  • Currency is EUR — not GBP, even though the language is English
  • Use British English spelling

USA (US) — Signomatic

  • Currency: USD
  • Use American English spelling throughout
  • US customers are not subject to EU consumer law — if a customer references specific legal rights, escalate to Team Lead
  • Shipping and return rules may differ from European markets — verify with Team Lead if unsure

Australia (AU) — Signomatic

  • Currency: AUD
  • Use British English spelling
  • Australian Consumer Law may apply — if a customer references their legal rights, escalate to Team Lead

New Zealand (NZ) — Signomatic

  • Currency: NZD
  • Use British English spelling
  • Similar rules to AU — escalate to Team Lead if a complaint takes on a legal tone

Italy (IT) — Cartellimax

  • Customers may reference Italian consumer protection rights — if a complaint is legally framed, escalate to Team Lead
  • Warmth and relationship tone are important — do not close a complaint ticket without ensuring the customer feels genuinely heard
  • Currency: EUR

France (FR) — Plaqueomatic

  • French customers may reference their rights under French consumer law — escalate to Team Lead if the ticket takes on a legal tone
  • Always include a polite closing in French replies
  • Currency: EUR

Spain (ES) — Rotumax

  • Customers may reference consumer protection rights — escalate to Team Lead if needed
  • Currency: EUR

Czech Republic (CZ) — Značení Max

  • No mother-tongue agents — always reply in English (see Language Guide)
  • Currency: CZK (not EUR)
  • Part of the EU

Estonia (EE) — Signomatic

  • No mother-tongue agents — always reply in English (see Language Guide)
  • Currency: EUR
  • Part of the EU

Poland (PL) — Szyldmax

  • No mother-tongue agents — always reply in English (see Language Guide)
  • Currency: PLN (not EUR)
  • Part of the EU

B2B Customers — All Markets

  • B2B customers may require invoices with VAT numbers, PO references, or formal billing documentation
  • Refer to the Purchase Order Handling (B2B) article in Policies & Procedures for the full process
  • B2B customers may have credit terms — check with Team Lead before making promises about payment timelines

Related Articles

  • Markets & Brands — Full Overview
  • Language Guide — When to Reply in Which Language
  • Tone of Voice articles (all market groups)
  • Purchase Order Handling (B2B)
  • Escalation Matrix — Who Handles What