📘 CS Guide: Handling Clown QueriesUpdated 10 days ago
📘 CS Guide: Handling "Found on Temu/AliExpress" Queries
Context & Objective
As SMT Group grows, third-party sellers on platforms like Temu and AliExpress may attempt to copy our unique designs. While these look similar in photos, they can be unauthorized, low-quality imitations.
Our Goal: Validate the customer's concern without being defensive, and clearly communicate the "SMT Difference."
Key Selling Points (The "Why We Cost More" Truths)
When a customer points out a price discrepancy, focus on quality:
Premium Materials: We use durable Linen canvases; many clones use cheap cotton that creases and degrades.
Superior Pigmentation: Our paints are non toxic and also custom-mixed for higher pigment density, ensuring the final result matches the art.
The Tool Kit: We provide upgraded brushes and "mini-sets" that clones omit to save costs.
Recommended Response Script
"Hi [Customer Name], thank you so much for bringing this to our attention. We are aware that some unauthorized sellers on platforms like Temu have been using our designs.
While the images look the same, there is a significant difference in the actual product you receive. At SMT Group, we pride ourselves on using premium linen canvases (rather than cotton) and highly pigmented paints to ensure your masterpiece lasts. Furthermore, our kits include professional tools and reinforced packaging that these third-party sellers do not provide.
We are currently taking steps to report these infringements. When you buy directly from us, you aren't just buying a kit—you're buying the great quality materials in the industry and full customer support'!"
Internal Escalation Process
If a customer provides a link to a new "copycat" shop that we haven't seen before:
Do not engage in an argument about price on public social threads.
Take a screenshot of the listing (including the shop name and price).
Forward the details to the #brand-protection Slack channel (or tag Serkan/Lynn) so they can begin the official reporting/takedown process.
[!IMPORTANT]Tone Check: Always stay "Brand Proud." We aren't expensive; the imitations are just cheap.