Dried paint & leaked paintUpdated 2 months ago

Step 1: Acknowledge and Assess the Complaint

1. Collect Information:

• Ask for clear pictures of the product (tube, spilled paint, or dried paint) to understand the issue.

• Confirm whether the issue involves dried-out paint or leaked paint.

• Request the order number and shop name.

Mail template to use: Defect item received 1

2. Acknowledge the Issue:

• Respond promptly.

• Thank the customer for sharing the details.

• Assure them that we’ll resolve the issue as soon as possible.

Step 2: Provide Tips (Dried paint)

For dried paint:

• Check with the customer if they’ve tried adding a small drop of water and mixing, as this sometimes revives slightly dried paint.

Mail template to use: "Paint dried out -tips"

Step 3: Offer a Resolution

If the issue cannot be resolved with tips (dried paint):

• Offer to resend the affected color(s) for free.

Leaked paint:

• Offer to resend the affected color(s) for free.

Mail template to use: "Leaked paint"
Mail template to use: "Paint dried out - reship"

Step 4: Proceed with Resolution

Replacement:

Use the 'Reship standard' template and inform the customer of the reshipment + the extra 5 euro voucher.

Tag the supplier in an internal note.

Mail template to use=> reship standard

Important: If the item (paint, canvas, etc.) is clearly defective or damaged, follow the separate process:

"Received damaged/defected item"