Paint doesn't cover the symbolsUpdated 2 months ago

Step 1: Acknowledge and Assess the Complaint

1. Collect Information:

   • Request images of the canvas from the customer to understand the issue.
   • Confirm whether the problem involves lighter colors or other specific areas.

2. Acknowledge the Issue:

   • Respond promptly to thank the customer for sharing the details and assure them the issue will be resolved.

Step 2: Provide Tips for Resolving the Issue

• If the issue is minor and can be resolved by the customer, provide the following tips to improve coverage

Mail template to use => Paint does not cover (first steps)

Step 3: Offer a Resolution

If the issue cannot be resolved with tips, proceed to offer resolution options based on the severity of the problem:

1. Discount Refund: Offer a refund equivalent to 20% of the product price as compensation for the inconvenience.

Mail template to use => Paint does not cover

Step 4: Process the Resolution

• If partial refund is approved:

  • Process the refund for the agreed percentage of the product price.
  • Tag @Katja in an internal note to send the refund if needed.
  • Inform the customer once the refund has been initiated.
    
    

• If Neither Option is accepted:
  If the customer rejects all solutions:

  • If they insist on a full refund, tag @Katja in an internal note to start the refund, make sure the following info is provided:
    • Order number
    • Shop name
    • Steps taken
    • product to be refunded