Customer is missing stones/paintUpdated 2 months ago
Scenario 1: Customer Reaches Out Without Mentioning Color ID or Needed Information
Step 1: Request Required Information
- Confirm the order is within 2 years warranty period. IF outside of warranty period please follow scenario 4 of the following article=> https://internal-helpcenter.gorgias.help/en-US/warranty-440376
- If within the warranty period, You will send the following template to the customer to gather the needed information
Mail template to use => Missing Stones (Without ID)
Mail template to use => Missing Paint (Without ID) PBN
Step 2: Wait for Customer Response
- Once the customer provides the missing details, proceed with Scenario 2.
Scenario 2: Customer Reaches Out with Needed Information
Step 1: Process the Reshipment Request
- Confirm the order is within 2 years warranty period, IF outside of warranty period please follow => https://internal-helpcenter.gorgias.help/en-US/warranty-440376
- Create an internal note for the supplier and include all relevant details:
- Order Number
- Missing Details: Color IDs, quantities, and shape (if applicable)
- Painting Information: Name or SKU of the painting
- Customer Contact Details: Full name, address, and phone number
Step 2: Inform the Customer
- Confirm that the reshipment has been arranged and provide the delivery timeline.
- Include a €5 voucher code as a goodwill gesture.