Folds in canvasUpdated 2 days ago

Scenario 1: Folds on Canvas

Step 1. Give Instructions on How to Remove Folds 

When a customer reports folds in the canvas, respond empathetically and inform them that canvases are designed to be flexible, and creases can often be removed easily. Template Folds on canvas

Mail template to use => Folds on canvas

Scenario 2: Customer Returns and Reports that Folds Still Exist  

Step 1. Request Picture Evidence (IF not provided yet)

When a customer returns to us stating that folds still exist and cannot be removed, or the canvas is in a shape where the folds cannot be eliminated using these methods, and if the customer has not provided photos, request clear pictures of the issue. 

Mail template to use => Complaint - photo request

Step 2. Review the Photos and Assess the Issue 

If the customer reports that the folds still exist and cannot be removed, or if the canvas is in a shape where the folds cannot be addressed by the methods provided:

• Reshipment of the Canvas: Tag the supplier in an internal note: "Canvas XXX arrived with folds that couldn't be removed, please reship." Add as well a picture of the canvas. 
• Alternatively, offer a refund in the form of a unique discount code with an additional €5 added to the purchase price as a goodwill gesture. 

Mail template to use => Folds on canvas (reship or unique discount code)

Step 3: Proceed with Resolution

1. Replacement:

   • Use the template 'reship standard'
   • Tag the supplier in an internal note + picture:
     • MESSAGE TO SUPPLIER: Product XXX arrived with folds - 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 unique discount code will be send via email to the customer once created.
   • Fill out in refund for supplier sheet
     
     

Step 4: 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 processed + 5 euro OR for DAC refund done + 10%