Customer received incorrect stones/paintUpdated 2 months ago

Scenario 1: Customer Receives a Few Incorrect Stones/Paint

Step 1: Gather Missing 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 => Incorrect stones (without ID)

Mail template to use => Incorrect paint (without ID)

Step 2: Internal Communication with Supplier

• Use an internal note tagged as supplier communication and provide the necessary details:
  • Order Number
  • Missing Colors: Include Color IDs, quantities, and shapes (if applicable).
  • Painting Information: Name or SKU of the painting.
  • Customer Contact Details: Full name, address, and phone number.

Step 3: Inform the Customer

• Confirm the reshipment has been arranged and offer a 5 euro voucher (secretcode) for the inconvinience
  
  

Mail template to use => reship incorrect stones/paint

Scenario 2: Customer Receives All Incorrect Stones/Paint

Step 1: Request Pictures of the Legend and Color Table
When the customer reports receiving an entirely incorrect set of stones/paint, request photos of the legend and color table on the canvas for clarification.

Mail template to use => Entirely Incorrect Stones/Paint

Step 2: Internal Communication with Supplier

• Use an internal note tagged as supplier communication with the following details:
  • Order Number
  • Issue: Entirely incorrect stones/paint received (include customer-provided photos). Include also the Name or SKU of the painting, size, and shape of stones(if DP).
  • Customer Contact Details: Full name, address, and phone number.

Step 3: Inform the Customer

• Confirm that the supplier has been instructed to reship the correct stones/paint.