Source PDF: SOP_French_Residents_V1.2.pdf
STANDARD OPERATING PROCEDURE FOR FRENCH MARKET
Title: SOP French Residents
Prepared by: Leonardo Lopez
Approved by: Chantal Sciberras & Mark Purseglove
Date: 03/03/2026
Applies to: All CSRs
Market: France
Effective: Immediate
1 PURPOSE
To define clear handling rules for French resident enquiries to ensure:
We cannot:
3 AFFINITYDNA - FRANCE CLIENT RULES
French residents requiring DNA relationship testing must be referred to:
https://affinitydna.be/
3.1 What Can Be Offered
✅ Relationship DNA testing
✅ Own kit option
✅ Standard buccal swab testing
3.2 Sample Restrictions
Only buccal swabs are permitted.
❌ No non-standard samples
❌ No discreet samples
❌ No infidelity testing
No exceptions.
3.3 Return Address - UK Office
All French transfers must return samples to:
EDL GBR Ltd
60 Lansdowne Place
Hove
East Sussex
BN3 1FG
United Kingdom
Follow customs declaration guidance as outlined in the Operational SOP
SOP_France Enquiries & EasyDNA → AffinityDNA Transfer
Process.pdf
Do not provide alternative return addresses.
4 €60 COURIER-ONLY PAYMENT SCENARIO
Due to WooCommerce system behaviour, a French client may complete
checkout paying only the €60 courier fee.
If this occurs:
❌ Do NOT process the order
❌ Do NOT dispatch any kit
❌ Do NOT manually correct or adjust
Immediately:
→ Escalate internally to Theo
→ Await further instruction
These cases must be handled under the transfer procedure defined in the
Operational SOP:
SOP_France Enquiries & EasyDNA → AffinityDNA Transfer
Process.pdf
.
5 €10 DISCOUNT CODE - CONVERSION TOOL
If a French client is hesitant to proceed with the AffinityDNA transfer:
CSR may:
6 CLIENT COMMUNICATION PROTOCOL
Tone must be:
If non-DNA test:
→ Allowed under EasyDNA
If AffinityDNA case:
→ Swab samples only
→ No non-standard samples
→ No infidelity
If €60 courier-only payment detected:
→ Escalate to Theo immediately
8 ESCALATION SUMMARY
Escalate to Theo when:
Internal FAQ - France Enquires & AffinityDNA Referral
"Can I order from another country and ship to France?"
Unfortunately, we are unable to process or ship orders to France from any other country.
We recommend contacting AffinityDNA, which we understand operates within the EU
and may be able to assist you directly.
"Can you make an exception for me?"
We understand your request, but unfortunately, we do not have the infrastructure to
operate in France and cannot make exceptions. AffinityDNA may be able to assist you,
please feel free to reach out to them here.
"Is there a way I can collect my sample in France and post it to your lab?"
Due to logistical restrictions, we're unable to accept orders or samples originating from
France. We suggest contacting AffinityDNA, who have an established operation in the
EU and may offer a suitable solution.
French Market Set-Up - Relaunch | Internal Guidelines | Document created on 25 April 2025
"Do you know if the tests AffinityDNA offers are the same as yours?"
Yes, in many cases, the tests offered by AffinityDNA are similar or identical. You can
browse their range of tests here.
"Can I just have the kit sent to a friend/family member in another country and
send it to France myself?"
While it might seem like a workaround, we are unable to process orders or samples
associated with a French address, even indirectly. For your convenience, we
recommend reaching out to AffinityDNA, who operate within EU and may be in a better
position to support you.
The same approach should be applied to Live Chat messages. We recommend
setting up these responses as Quick Replies to efficiently handle enquiries related
to DNA testing in France.
PHONE SCRIPT - France Testing Enquiries
While we cannot predict how a phone conversation will turn out, here are some ideas to
help manage calls coming from EasyDNA.
Scenario 1: Caller asks to order a DNA test for France
FR Agent:
"Thank you for contacting EasyDNA. Unfortunately, we don't currently offer DNA testing
services in France, as we do not have the infrastructure in place to support this.
However, we understand that AffinityDNA.eu provide a service that allows you to create
your own kit and send samples to them for testing, which may be a helpful option
depending on your situation. Would you like me to give you their website link?"
(If YES → continue)
FR Agent:
"Perfect. Their website is www.affinitydna.eu."
(If NO or uncertain → continue)
FR Agent:
"No problem at all. If you change your mind, you can simply search for 'AffinityDNA'
online; they're easy to find."
French Market Set-Up - Relaunch | Internal Guidelines | Document created on 25 April 2025
Scenario 2: Caller asks if they can ship a kit to another country and forward it to
France themselves
FR Agent:
"I understand why you're asking, but we're unable to process orders or accept any
samples that are ultimately linked to France, even if they are routed through another
country.
You might wish to explore AffinityDNA.eu, we understand they provide a service that
allows you to create your own kit and send samples for testing, which could be more
suitable based on your circumstances."
Scenario 3: Caller asks if the AffinityDNA tests are the same
FR Agent:
"That's a great question. We understand that many of the tests offered by
AffinityDNA.eu are similar to those we provide, as there is some overlap in the
laboratory processes used.
You can browse their testing services directly on www.affinitydna.eu if you'd like more
details."
Scenario 4: Caller asks if an exception can be made
FR Agent:
"I do appreciate you asking, but we're unable to assist with any testing related to
France, even in exceptional cases.
That said, we understand that AffinityDNA.eu provide a service that allows you to create
your own kit and send samples to them for testing. This flexible option can be helpful if
you're looking for a straightforward way to proceed without waiting for a kit to be
delivered."
Other short replies that can be given to try to get the client to go for the Own Kit
option:
"We understand that AffinityDNA.eu provide a service that allows you to create your
own kit and send samples to them for testing. This may be a practical solution if you'd
prefer to handle collection and postage yourself."
"We understand that AffinityDNA.eu provide a service that allows you to create your
own kit and send samples to them for testing, which may offer a simple and effective
alternative depending on your needs."
French Market Set-Up - Relaunch | Internal Guidelines | Document created on 25 April 2025
📞 PHONE SCRIPT - Persistent or Chatty Callers About
France
Scenario: The Caller keeps pressing for an exception/workaround /clarification
FR Agent:
"I completely understand where you're coming from, and I really wish I could assist
further, but we're genuinely unable to provide any testing services in France, including
indirect orders or shipments. It's simply outside the scope of what we're able to offer
right now."
(pause - let them respond)
If they ask again or try to push more:
FR Agent:
"I appreciate you taking the time to explain, and if we could help, we absolutely would.
But we don't have the infrastructure to operate there, so we're not able to proceed
under any circumstances, even with workarounds.
That said, you might want to check out AffinityDNA. They provide similar testing services
and are set up to assist clients based in the EU."
(Offer link or spell it out if needed: A-F-F-I-N-I-T-Y DNA dot eu)
Gentle Pivot If Caller Keeps Talking or Venting
FR Agent:
"I completely get how frustrating this must feel. We've had similar calls, and I truly wish
there was more we could do. At this point, though, AffinityDNA will be your best next
step. They'll be able to guide you properly since they operate in the EU."
(Optional closer if they linger more)
FR Agent:
"If there's anything else I can assist with that isn't France-related, I'm more than happy
to help."
French Market Set-Up - Relaunch | Internal Guidelines | Document created on 25 April 2025
Guidelines
Agent Tips for Managing Persistent Calls
Forensic samples - Infidelity Tests & Non-Standard Sample Usage
Email Draft:
Subject: Regarding Your DNA Test Enquiry
Dear {FIRSTNAME} {LASTNAME}
Thank you for your interest in our services.
We would like to inform you that due to specific procedural requirements and
regulations surrounding the processing of certain types of analyses, we are unable to
offer infidelity testing in your region. This service is not available, and unfortunately, no
exceptions can be made.
For Paternity and Relationship analyses, testing can only be conducted using standard
buccal swab samples (cheek cell swabs). We are unable to accept non-standard
samples for these types of analyses, as buccal swabs remain the most reliable and
accurate method for these tests.
Alternative sample types are not considered appropriate in this context and may lead to
unreliable results.
We apologise for any inconvenience this may cause and invite you to explore the full
range of DNA analyses available through AffinityDNA Europe. Should you wish to
proceed with a standard buccal swab test, we would be delighted to assist you further.
Kind regards,
Live Chat: