Dents in stretched canvasUpdated 2 days ago

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 overall look of the painting and may cause customer dissatisfaction.

Troubleshooting Steps:

Step 1: Assess the Severity of the Dent

• Ask the customer to send clear photos of the affected areas.

Step 2 Recommend Quick Fixes for Minor Dents

For minor dents, suggest one of the following solutions:

1. Steam Treatment

   • Use a handheld steamer or the steam setting on an iron (without direct contact) to lightly steam the back of the canvas.
   • Gently smooth the dented area with clean hands or a soft cloth.
   • Allow it to air dry while keeping it stretched.

2. Misting and Stretching

   • Lightly spray the back of the canvas with water (using a spray bottle, avoid soaking it).
   • Gently pull the canvas in all directions to help it regain its tension.
   • Let it dry completely while flat or hanging.

3. Hairdryer Method

   • Use a hairdryer on a low to medium heat setting to warm up the back of the dented area.
   • Lightly press the canvas from the back to help smooth out the dent.

4. Placing a Heavy Object

   • Lay the canvas face-down on a clean, flat surface.
   • Place a book or another flat, heavy object over the dented area for several hours.
   • Check periodically to see if the dent has lessened.

Mail template to use =>  Dents stretched canvas

Step 3: Evaluate the Results

• If the issue persists after trying the recommended solutions, offer a reshipment or a refund in the form of a unique discount code.

Mail template to use =>  Dents stretched canvas 2

Step 4: Resolution

1. Replacement:

   • Use the template 'reship standard'
   • Tag the supplier in an internal note + picture:
   • MESSAGE TO SUPPLIER: Product XXX arrived with dents - troubleshooting did not solve the issue, please reship."
     SHOP: 
     
     ORDER NUMBER: 
     ADDRESS DETAILS CUSTOMER:
     
     

2. Unique Discount Code:

   • Tag @Katja to Issue a unique discount code equivalent to the product price plus €5 - Make sure to inform Katja about the amount that should be on the unique discount code. The code will be sent via email to the customer once created.
   • Fill out in refund for supplier sheet
     
     

Step 5: Escalation (if Needed)

If the customer rejects all solutions:

1. If they insist on a monetary refund, tag @Katja in an internal note to start the refund, make sure the following info is provided:
   • Order number
   • Shop name
   • Steps taken
   • product to be refunded

Mail template to use => Refund done (processed)+ 5 euro