Handling US Standard Size PBN Shipping Complaints / DissatisfactionUpdated 2 months ago
Following the shift to DIY frames and tube shipping for US 40x50cm orders as of the 1st Feb 2026,. Use this guide to manage "Expectation Gaps" regarding packaging and assembly.
Common Complaint Scenarios
| Customer Says... | Real Situation | Action / Talking Point |
| "My frame is missing!" | They received wooden slats in a tube. | Use the Missing Frame - US Customers Only macro. |
| "The canvas is dented/folded." | Standard corner folds for a tight wrap. | Refer to Folds/Crease Protocol |
Resolution Protocol
Technical Support
If the customer is struggling with the DIY aspect: Use Macro US DIY Frame Assembly - Complaint ( Non US Mini Paintings)
- Resend the [Link to Video Tutorial].
- Remind them that no tools are required—the pieces slot together, we are a DIY Art Club.
Phase 3: Goodwill (The "Inconvenience" Gesture)
If the customer remains frustrated by the manual labor required:
- Standard Offer: 10%
- Note: Do not offer full refunds or reshipments unless parts are physically broken or missing.
3. Escalation Rules
- Damage: Follow Defected Item Protocol or Damage Packaging.
- Missing Slats: If the wood pieces are missing from the tube, follow the Missing Item protocol for the frame kit only.
- Refusal to Assemble: If a customer insists they cannot build it, offer a return for a refund. Do not promise a pre-assembled replacement for US orders, as we no longer stock them.
4. Internal Feedback Loop
Please tag all US DIY-related tickets with #US-Frame so we can monitor:
- If instructions are clear enough.
- If the "Temporary Branding" is causing trust issues.
- How many customers complain