Missing FrameUpdated 2 months ago
Understanding the Frame Options for Our Paintings
When ordering a painting from our website, customers have the option to select their painting with or without a frame. It's important to clarify what "frame" means in this context:
Stretcher Frame: If the customer select the "with frame" option, this refers to a stretcher frame, which is the wooden frame that supports the canvas and allows it to be displayed as a ready-to-hang piece.
Step 1: Verify the Order
Check the Customer's Order Details:
Review the order to confirm if the customer selected the "with frame" option.
If the customer did not select a framed painting:
Inform the customer that their order did not include a frame.
If the Order Includes a Frame:
Clarify that the "frame" refers to a stretcher frame, not a decorative picture frame.
Mail template to use => Missing frame
Step 2: Confirm Missing Frame
If the customer confirms that the frame is missing and provides a picture as proof:
Apologize for the inconvenience and offer a resolution.
Mail template to use => missing frame valid
Step 3: Resolve the Issue
If the Customer Chooses to Reship the Frame:
Inform the supplier in an internal note to reship the missing frame - make sure to add the sku and size of the painting that misses the frame ( Request to only reship the frame)
Include a €5 voucher code in the follow-up email.
Mail template to use => reship standard
If the Customer Chooses a Refund:
Tag @katja in an internal note to inform her to refund the price difference of the frame, make sure you fill out the amount Katja has to refund (you can find this on the website)
Fill it out in the refund for supplier sheet
Inform the customer about the refund