Not happy with results standardUpdated 2 months ago
Not happy with colors DP - standard painting
The smaller the painting, the fewer colors are used. As a result, the colors in a smaller painting may differ slightly from those shown in the image on the website. If the painting is very detailed and small, it may also affect the overall appearance.
If there are concerns, please ask the customer to provide a picture of the painting.
Sometimes, we may have paintings on sale in smaller sizes that should not be on sale. In these cases, tag your customer service manager in the internal notes to request a review from her to confirm if this is the case.
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 will examine the painting and compare it with the size the customer ordered. Does the painting meet our expectations based on the ordered size and the level of detail?
- Format and Size
The format and size of the painting significantly affect the level of detail and the number of colors used. Smaller formats will naturally have fewer details and colors compared to larger ones, especially for very detailed images.
Scenario 1: Colors Seem Correct
Response: Use the standard template confirming that the colors appear accurate. Template: Complaint Not happy with colors DP
Goodwill Gesture: Offer a €5 discount code.
Mail template to use => Not happy with colors DP
Scenario 2: Picture is very detailed and should not be sold in small size
Response: 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: Not happy with results standard (valid)
Giftcard: If customer accepts gift card, tag @katja to issue a gift card equivalent to the product price. Make sure to inform Katja about the amount that should be on the giftcard.
The giftcard will be send via email to the customer once created.Fill out in refund for supplier sheet
Goodwill Gesture: Offer a €5 discount code.
Inform Serkan: Inform Serkan via Slack about the issue and provide a picture so he can take the smaller size of these paintings offline in all shops.
Mail template to use => Not happy with results standard (valid)
Scenario 3: Customer Rejects the Giftcard
Response: Refunds should always be the last resort. If the customer also refuses the gift card 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