Missing brushesUpdated 2 months ago

One common issue we face is that the supplier sometimes forgets to include brushes in our paint-by-number kits. Every painting set includes a free set of brushes.

Step 1: offer options

1. Reshipment of Brushes – The missing brushes can be resent, but delivery may take between 10-20 days. As an apology, we will also provide you with a €5 voucher for your next order.

2. 10% Refund on the Product – The customer can opt for a 10% refund on the affected product so they can purchase their own brushes locally. Additionally, we will provide a €5 voucher for their next order.

Mail template to use=> Missing brushes

Step 2: Resolution

1. Reshipment: The customer wants a reship
   1. Inform the supplier in an internal note to reship missing brushes.
   2. Confirm reshipment to the customer by using the template 'Reship standard' which include a 5 euro voucher
2. 10% refund of product: The customer opted for a 10% refund of the product
   1. Tag @katja in an internal note including the ordernumber, sku of product that has missing brushes, what the issue is and that 10% should be refunded of the product (not whole order)
   2. Fill out the refund for supplier sheet

Mail template to use => refund processed + 5 euro OR for DAC refund done + 10%