Frequent issues
Standard practises
At SMT group, we prioritize customer satisfaction by providing excellent service and clear communication with our supplier. While we have guidelines in place, not every situation can be predicted. In such cases, employees are encouraged to use their
Discount - voucher code creation
Here is a short summary of all the offered solutions for the most commen issues. Discount codes or vouchers can be created by yourself in Gorgias by clicking on the little tag sign within a new email:. Then select the correct store (keep in mind that
No order found
A customer contacts us regarding an order they made with us, the customer doesn't have any order number and no info is found in Gorgias linked to their email address. Copy the email address and paste it in Shopify in the shop account where the custom
Edit an order
FYI - DO NOT edit own picture/personalized items as the picture will get lost, for these orders, you will need to cancel the order IF it only includes this product OR delete the item out of the order and inform the customer they will need to reorder.
Cancel an Order
Verify Order Status. Cancel the Order. Document the Cancellation. Verify Fulfillment Status. Inform the Customer. Notify the customer that the order has already been shipped or prepared for shipping. UPDATE 06-12. Scenario 3: Handling SEPA Payment Ca
Customer is missing stones/paint
Step 1: Request Required Information. Step 2: Wait for Customer Response. Step 1: Process the Reshipment Request. Step 2: Inform the Customer.
Customer received incorrect stones/paint
Step 1: Gather Missing Information. Step 2: Internal Communication with Supplier. Step 3: Inform the Customer. Step 1: Request Pictures of the Legend and Color TableWhen the customer reports receiving an entirely incorrect set of stones/paint, reques
Received damaged/defected item
The customer received their order, but 1 or more items arrived damaged. This can be due to a damaged parcel in the mail or can be a defective item from our side. Always first confirmed the order is within 2 years warranty period. IF outside of warran
Bad/too small printed symbols
Step 1: Respond with Empathy and Gather InformationWhen a customer reports unclear symbols, send a single email that addresses both possible causes (lighting issues and production errors) and offers a resolution based on their response. Confirmed the
Received incorrect item
Step 1: Request a PictureWhen the customer reports receiving an incorrect item but has not yet provided a picture, request a photo to confirm the issue. Step 2: Follow Scenario 2 Once the Picture is ReceivedOnce the customer provides the requested pi
Not happy with result Colours/details of own picture
1. Request a PictureIf the customer has not already provided a picture, request a clear image of the painting for review. 2. Picture Review: Key Checks. Visual Assessment:. We examine how the painting looks and compare it with the uploaded image. Doe
Incomplete order
Step 1: Verify Tracking Numbers. If the supplier forgot to ship the product, move to Scenario 2. Step 1: Confirm the Missing Item. When a customer reports a missing item, ask them for the details of the missing product (e.g., item name or any relevan
Unsubscribe from newsletter
Step 1: Check Internal Note for Tagging. If AI has tagged @natalie:. Check if AI has already sent an email to the customer. If AI sent an email: Close the case and add resolution 'fully handled by ai'. If AI did not send an email: Proceed to Step 2 t
Not happy with results standard
The smaller the painting, the fewer colors are used. As a result, the colors in a smaller painting may differ slightly from those shown in the image on the website. If the painting is very detailed and small, it may also affect the overall appearance
Returns & refunds
Examples: Order arrived late, double order. Refer Customer to Return Page:. Examples: Dissatisfaction with quality, incorrect colors, damaged product. Check the Product Issue:. Determine the Next Steps:. Check Refund Status:. If the Refund Has Been P
UPDATED - Customer lost all stones ( accidentally, mixed it up)
When Will Stones Be Reshipped for Free?. When Will Customers Need to Repurchase Stones?. If a customer has dropped their stones, share the following helpful methods:. 1. Use a Lint Roller. 2. Use a Dustpan and Brush. 3. Use Tweezers for Dropped Stone
Customer can not upload the Image it is not 1200 pixels
Example request
When a customer wants to know if a picture of them would look nice as a painting, follow these steps to ensure the process is smooth and professional:. 1. Request the PictureAsk the customer to provide the picture they want to use for the painting. O
Klarna Payment Handling
We cannot manage Klarna issues directly:. Payment must be made even if the parcel hasn’t arrived:. Klarna is the customers provider:. Provide these links to customers based on their location:. Dear [Customer's Name],. Thank you for your inquiry. Plea
Picture not right size (not shipped yet)
Picture cropped
Sometimes customers upload a picture with an aspect ratio that does not match the canvas size they select for their painting. This can lead to the image being cropped or stretched, resulting in dissatisfaction when the final product is received. Our
Request regular invoice / VAT invoice
Scenario 1: Customer Requests a VAT Invoice or regular invoice. Locate the order in Shopify. Send the regular invoice to the customer. For some shops you can select the following:. Scenario 2: Customer Insists on a VAT Invoice After Receiving the Reg
Folds in canvas
When a customer reports folds in the canvas, respond empathetically and inform them that canvases are designed to be flexible, and creases can often be removed easily. Template Folds on canvas. When a customer returns to us stating that folds still e
Data breach
When a customer reaches out regarding a breach in our data, such as:. This, in Europe, is a big issue and can cost us a LOT of money and potentially all of our jobs, so it is extremely important we handle this with care!. Please do also read our GDPR
Paint doesn't cover the symbols
Collect Information:. Acknowledge the Issue:. If the issue cannot be resolved with tips, proceed to offer resolution options based on the severity of the problem:. If partial refund is approved:. If Neither Option is accepted:If the customer rejects
Order with Incorrect ID paint/stones (color) number
Customers on our website have the option to purchase individual paints and stones by specifying the ID number of the paint/stones they need. However, this process does not always proceed smoothly, as customers occasionally provide wrong ID numbers fo
QR code on painting not working
Every painting has a QR code on the bottom where customers can order a painting with 60%, in case the customer contacts us because the QR code isn't working you can send the following link. Keep in mind, these links can only be used in this scenario!
SHIPPING - standard wismo questions
One of the most common customer inquiries we receive is about order status. Our estimated delivery time is somewhere between 10 and 30 days (DIY Orders: 20-40 days, HDP NO Orders: 10-90 days). Although this information is available on our website, it
Bulk orders or B2B orders
Every once in a while you will get contacted by someone who would like to place a bulk order or a business purchase. In this case, it is important to gather as much information as possible, so we can make an offer for their needs. First of all, we ne
SOLD OUT/DELAY
Step 1:Identify the Issue:. Step 2: Customer Communication:. Step 3: Process the Chosen Resolution. If the customer chooses a refund:. If the customer chooses unqiue discount code:. Step 4: Final Updates
Warranty
Influencers - UGC - Sponsorship
If someone reaches out with a sponsorship request (hospitals, families in need,... asking for a donation), you do not need to answer, and you can forward the mail to [email protected]. If someone request if we are in need of an UGC creator or Influenc
Discount code was not applied/doesn't work
If a customer placed an order but forgot to enter their discount code at checkout or informs us the code did not work, follow these steps:. Ask for the promo code and check if it is still valid using the process above. Example: this one is expired an
Missing Frame
When ordering a painting from our website, customers have the option to select their painting with or without a frame. It's important to clarify what "frame" means in this context:. Stretcher Frame: If the customer select the "with frame" option, thi
PBN fewer colors received
1. Customer agrees to fewer colors. 2. Customer does not agree and prefer refund. Customers may sometimes receive a set with fewer colors than what they ordered (e.g., 48 colors ordered, but only 24 or 36 colors delivered). If the customer has not pr
SHIPPING - returned due to incorrect address
Parcel Returned Due to Incorrect Address. If a customer’s package is returned due to incorrect address details, proceed with the following:. Step 1. Confirm Address Details. Check the customer’s order and verify the address. If there is an error, ask
SHIPPING - Delivered at pick up / neighbours
Scenario : Parcel Delivered to Pickup Point or Neighbor. Verify if the tracking information indicates that the parcel was delivered to a pickup point or neighbor. Scenario 2: Parcel not found / Delivered but not received. If a customer informs us tha
SHIPPING - Lost/stuck in transit
This is a bit of a complex situation as we usually are not aware if the order will still be delivered, if the customer wants to wait any longer for a reship etc, so handle it with the customer satisfaction in mind.Also in these situations a refund sh
SHIPPING - Returned by carrier
Returned by carrier. If a customer contacts us to ask about their parcel and the tracking status shows it has been returned, follow these steps:. Step 1. Identify the Reason for the ReturnThe parcel may be returned for one of the following reasons:.
SHIPPING - Rejected/not picked up
Customer Refused the Parcel or Did Not Pick It Up from the Pickup Point. If the customer informs us they refused the parcel, or there is proof that the parcel was not picked up from the pickup point after being notified, follow these steps :. Step 1
SHIPPING - Delivered but not received
Parcel Delivered but Not Received. If a customer informs you that their parcel shows as delivered but they haven't received it, follow these steps to assist:. Check the tracking information. If everything looks correct, guide the customer through the
Foil creases in dp
Some customers may notice that the protective film on their diamond painting appears wrinkled upon arrival. This can happen during shipping and is completely normal. It does not affect the adhesive quality or the final outcome of the painting. If the
Dents in stretched canvas
Internal Customer Service Guide: Troubleshooting Dented Canvases. Some customers may receive a stretched canvas that has visible dents, creases or not stretched enough on the frame, likely caused during shipping or storage. These dents can affect the
Missing brushes
One common issue we face is that the supplier sometimes forgets to include brushes in our paint-by-number kits. Every painting set includes a free set of brushes. Reshipment of Brushes – The missing brushes can be resent, but delivery may take betwee
Adjust personal details
Due to the integration from our previous email marketing channel to Klaviyo, some customer names may have been incorrectly adjusted in the system. If a customer contacts us stating that the name we are using is incorrect, we will follow the process b
Dried paint & leaked paint
1. Collect Information:. Ask for clear pictures of the product (tube, spilled paint, or dried paint) to understand the issue. Confirm whether the issue involves dried-out paint or leaked paint. Request the order number and shop name. 2. Acknowledge t
Paint does not match the color card
This article explains a common customer question regarding the difference between the printed color list in Paint by Numbers kits and the actual paint colors provided. This is a normal occurrence and not a defect. Customers may report that the colors
Shipping - Using 17TRACK for Internal Shipment Tracking
17TRACK is a universal tracking platform that supports hundreds of carriers worldwide. It can be especially helpful for internal use when tracking international parcels or when the webshop tracking page shows limited information. The webshop tracking
Remote shipping fee
As we are exploring multiple countries to ship with DIY-artclub, it might occure that remote area fee's are requested, the supplier will inform us on this in the problem sheet. It is important to inform Peggy on these remote area's, so she can delete
Damaged package (content not damaged)
The customer received their order, but the box/packaging is damaged and the customer is dissatisfied. If the customer keeps insisting you can tag the customer service manager in an internal note to investigate further.
Handling US Standard Size PBN Shipping Complaints / Dissatisfaction
Following the shift to DIY frames and tube shipping for US 40x50cm orders as of the 1st Feb 2026,. Use this guide to manage "Expectation Gaps" regarding packaging and assembly. Technical Support. If the customer is struggling with the DIY aspect: Use