Not happy with result Colours/details of own pictureUpdated 2 days ago

Diamond Painting Process for Dissatisfaction

1. Request a Picture
If the customer has not already provided a picture, request a clear image of the painting for review.

Mail template to use => Complaint - Photo Request

2. Picture Review: Key Checks

• Visual Assessment: 

  We examine how the painting looks and compare it with the uploaded image. Does the painting meet our expectations based on the original photo?

• Format and Size:

  The format and size of the painting significantly impact the level of detail and the number of colors used. Smaller formats will naturally have fewer details and colors compared to larger ones.

• Image Cropping: 

  If the customer ordered a square painting (e.g., 40x40 cm) but uploaded a portrait-oriented picture, the image may have been cropped to fit the square format. This cropping could result in missing details.

• Image Quality: 

  We check the quality of the uploaded image. Issues like blurriness, photos of physical pictures taken with a mobile phone, or very old images can affect the final result. High-quality, clear images always yield better results.

• Shadows, Light, and Color Depth: 
  
  Shadows, highlights, and color variations in the original image significantly influence the final painting.
  • Diamond Painting uses pixel data to create depth and movement in the artwork.
  • Even areas that seem like one solid color (e.g., a black dog) will include multiple shades to add depth, contrast, and realism. Using only one shade would result in a flat and lifeless image.
  • The use of various colors is intentional and necessary to enhance the painting's overall quality and bring out its details.

3. Use Image Tools for Verification

You can try to upload the photo on https://imagecolorpicker.com and see for yourself what colors pop up.

4. Product Page Instructions
Remind customers that each product page includes recommendations for the optimal size based on the image they wish to use. These guidelines help ensure the best results for their custom painting. (you can copy paste the picture that is on the site, Below example picture)

Solutions for Color/details Dissatisfaction

Scenario 1: Colors/details Seem Correct

Step 1: Inform customer design seems correct

• Response: Use the standard template confirming that the colors appear accurate.

• Goodwill Gesture: Offer a €5 discount code. Template: Own Picture DP - Not Happy with Colors (Explanation)

Mail template to use => Own picture DP - not happy with colors (explanation)

Step 2:  Customer Disagrees

• Response: If the customer disagrees, we can offer a partial refund of 15% of the painting’s price (not the total order value) with an additional €5 added to the purchase price as a goodwill gesture

Mail template to use => Not Happy with Colors Own DP (Invalid Request)

Step 3: Reshipment of Color Stones (Only for Diamond Painting)

• Response: If the customer is unhappy with the colors in their Diamond Painting, we can offer a reshipment of different color stones as an additional service. 
  (This option is not available for Paint by Numbers).  
  Inform the customer of this solution and share the color chart with them. If they agree, ask the customer to specify the color(s) they would like. 
  Template: Reshipment of Color Stones 

• Goodwill Gesture: Offer a €5 discount code. 

• Create an internal note for the supplier,including:
  • The customer's dissatisfaction with the current colors
  • The requested color(s)
  • The quantity of stones needed

Mail template to use => Reshipment of Color Stones

Scenario 2: Colors/details Not Satisfactory - mistake

Step 1: inform customer

• Response: After you have investigated the pictures and see that there is a mistake from the designer, please inform the customer that we will proceed with a redesign.
  Template: Redesign - picture forwarded

• Request a redesign from the supplier via an internal note. Clearly specify what needs to be adjusted and include a picture of the received painting for reference. 

• Goodwill Gesture: Offer a €5 discount code. 

• Redesign not possible: Sometimes the image can't be redesigned in the chosen size, as it is not suitable. We recommend the customer order a different size and offer a gift card for the amount of the image already purchased. 
  Template: Redesign not possible - unique discount code offered

Mail template Redesign - picture forwarded

Hello XXX,

Thank you for your email, and we sincerely apologize that the image did not meet your expectations.

After reviewing your feedback and carefully assessing the provided images against the original photo, we acknowledge there has been a mistake in the design. We understand how disappointing this can be and sincerely apologize for the inconvenience.

We are committed to resolving the issue and will proceed with a redesign of the image. Once the redesign is ready, we will send you an example image for your approval. Upon your confirmation, we will send you a new canvas.

We apologize for the inconvenience and will get back to you as soon as we have prepared a redesigned image for you.


Mail template Redesign ready

Hello XXX, 

Attached is the redesigned image. We would like to know if it meets your expectations. Once we receive your confirmation, we will gladly send you the painting free of charge.

Your feedback is important to us, and we are available to assist you. We look forward to hearing from you.

Mail template Redesign approved

Hello XXX, 

We’re thrilled to hear that you’re happy with the new version of the painting.

To ensure you can start enjoying your painting as soon as possible, we’ll be shipping it out immediately. Once your order is on its way, you’ll receive a notification with all the shipment details you need.

As a heartfelt thank you for your patience and understanding, we’re delighted to offer you a €5 voucher for your next order. Simply use the code SECRETCODE at checkout to enjoy this special discount. We hope this small gesture expresses how much we value you as a customer.

If you have any further questions or need assistance, please don’t hesitate to reach out. We’re always here to help!

Mail template Redesign not possible - Unique Code offered

Hello XXX,

Thank you for your patience. Unfortunately, we are unable to redesign the image in the chosen size, as it is not suitable for your photo. However, we would like to accommodate you.

We always recommend our customers send us a photo before purchasing a personalized image. This way, we can create an example image in the desired size. We can also share the recommended size to ensure that the image is presented optimally.

The attached example image shows how well your photo would work in the recommended size of XX cm. We can offer you a gift card for the amount of the image already purchased. This way, you have the option to acquire the image in the recommended size and only pay the difference. Additionally, we would like to offer you a €5 discount code you can use on your next order.

Please let us know if you would like to accept this offer. You can find the sample image attached for the recommended size.

Step 2: Customer Declines a Reshipment

• Response: If customer declines reshipment, attempt to offer a refund in the form of a gift card for the value of the painting with an additional €5 added to the purchase price as a goodwill gesture.
  Template: Own Picture DP - Not Happy with Colors (wrong colors-No reship) – Gift card

• Unique Discount Code: If customer accepts unique discount code, tag @katja to issue a unique discount code equivalent to the product price. Make sure to inform Katja about the amount that should be on the unique discount code. 
  The code will be send via email to the customer once created.

• Goodwill Gesture: Offer a €5 discount code. 

Mail template to use => Own Picture DP - Not Happy with Colors (wrong colors-No reship) – Unique Discount Code

Step 3: Customer Rejects the Unique Discount Code

• Response: Refunds should always be the last resort. If the customer refuses the unique discount code and requires a full refund, escalate the case by tagging @Katja in an internal note.
  Ensure the internal note includes:

  • Order number

  • Shop name

  • Steps taken and solutions offered

  • Exact refund amount and reason for escalation

Mail template to use => Refund done (processed)+ 5 euro

Paint by Numbers Process for Dissatisfaction

Please be aware that Paint by Numbers (PBN) designs are limited to only 24, 36, or 48 colors. As a result, very small details may not be transferred accurately, and there is no guarantee that the painting will look exactly like the original photo.

Before contacting the supplier for a redesign, we ask that you double-check the original photo to ensure it meets the following criteria:

• The photo is clear and of high quality.
• There are no shadows or lighting effects that alter the colors.
• The photo does not include many dark details or very small details (such as tattoos or facial features like eyes).

Certain features, such as very small or intricate details (like arm tattoos or eyes), may not be accurately represented in a PBN design. These types of details cannot be improved with a redesign, as they are outside the scope of what can be translated into the available color palette and design format.

1. Request a Picture
If the customer has not already provided a picture, request a clear image of the painting for review.

Mail template to use => Complaint - Photo Request

Scenario 1: Colors Seem Correct

Step 1: Inform customer

• Response: Use the standard template confirming that the colors appear accurate. Template: Not Happy with Colors (Explanation)

• Goodwill Gesture: Offer a €5 discount code.

Mail template to use =>  Not Happy with Colors (Explanation)

Step 2: If Customer Disagrees with the Colors

• Response: If the customer disagrees, we can offer a partial refund of 15% of the painting’s price (not the total order value) with an additional €5 added to the purchase price as a goodwill gesture. Template: Not happy with colors own PBN (invalid request)

Mail template to use => Not happy with colors own PBN (invalid request)

Scenario 2: Largest Size & Maximum Colors Purchased - dissatisfied?

Step 1: verify if there is an issue and inform accordingly:

• Response: If the customer has purchased the largest available size with the maximum number of colors and is still dissatisfied, ask if they have an alternative picture they'd like to use. Request the supplier to create a redesign using the new picture. Template: Largest Size & Maximum Colors Purchased dissatisfied (redesign)
  
  
• Unique Discount Code: If customer accepts unique discount code, tag your customer service manager to issue a gift card equivalent to the product price. Make sure to inform your customer service manager about the amount that should be on the unique discount code. The  unique discount code will be sent via email to the customer once created.

Mail template to use => Largest Size & Maximum Colors Purchased dissatisfied (redesign)

For the redesign request you can use the same templates as in DP.

Step 2: Customer Declines a Reshipment

• Response: If customer declines reshipment, attempt to offer a refund in the form of a gift card for the value of the painting with an additional €5 added to the purchase price as a goodwill gesture. Template: Own Picture DP - Not Happy with Colors (wrong colors-No reship) – Gift card

• Unique Discount Code: If customer accepts unique discount code, tag your customer service manager to issue a gift card equivalent to the product price. Make sure to inform your customer service manager about the amount that should be on the unique discount code. The  unique discount code will be sent via email to the customer once created.

Mail template Own to use => Picture DP - Not Happy with Colors (wrong colors-No reship) – Gift card 

Step 3: If Customer Rejects the Unique Discount Code

• Response: Refunds should always be the last resort. If the customer also refuses the voucher, escalate the case by tagging @Katja in an internal note.
  Ensure the internal note includes:

  • Order number

  • Shop name

  • Steps taken and solutions offered

  • Exact refund amount and reason for escalation

Mail template to use => Refund done (processed)+ 5 euro