Bad/too small printed symbolsUpdated 2 months ago

Scenario: Some symbols on a painting are badly printed, or numbers are very small on a paint-by-number canvas.

Step 1: Respond with Empathy and Gather Information
When 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 order is within 2 years warranty period

IF outside of warranty period please follow => https://internal-helpcenter.gorgias.help/en-US/warranty-440376

Mail Template to use => Unclear Symbols 1

Step 2: Follow-Up Based on the Customer’s Choice

1. Digital Version:

   • Write an internal note to the supplier requesting a digital version of the painting, make sure you include all needed info such as sku and ordernumber.
   • Notify the customer once the digital version is sent.
     
     

2. New Canvas:

   • Write an internal note to the supplier to ship a new canvas.
   • Specify whether the entire order or just the canvas should be shipped.
   • Inform the customer about the shipping timeline and confirm the replacement is on its way.