PBN fewer colors receivedUpdated 2 days ago
Scenario 1: Fewer Colors Than Ordered not shipped
- The customer placed an order, but the supplier informs us in the problem sheet that the selected numbers of colors cannot be achieved with the provided image.
- Example: Customer ordered a painting with 36 colors, but the supplier informs us that only 24 colors can be used.
Step 1: Inform the customer
- Reach out to the customer, informing them that the selected amount of colors is not available for the provided picture. Template Unable to provide full colors
Mail template to use => Unable to provide full colors
Step 2: Customer response
1. Customer agrees to fewer colors
- Inform the supplier in the problem sheet or via Gorgias that fewer colors are approved
- Tag @katja in an internal note to refund the price difference to the customer
- Fill out in refund for supplier sheet the amount that has been refunded for fewer colors
2. Customer does not agree and prefer refund
- Tag @katja in an internal note to refund the product/order
- Inform the supplier in the problem sheet or via Gorgias that the order was cancelled
- Fill out in refund for supplier sheet that the order was cancelled
Scenario 2: Fewer Colors Than Ordered received
Customers may sometimes receive a set with fewer colors than what they ordered (e.g., 48 colors ordered, but only 24 or 36 colors delivered).
If the customer has not provided pictures, always request them first before proceeding. Template Fewer Colors Than Ordered received
Mail template to use => Fewer Colors Than Ordered received
Once receiving the pictures, follow these steps:
Step 1: Verify the Issue with the Supplier
Inform the customer
apologize to the customer for the inconvenience and that you will escalate this internally and will get back to them asap. Template Fewer Colors Than Ordered received (valid)
Contact the Supplier First:
Always transfer the case to the supplier to verify whether:
The supplier made a mistake in production.
The original photo is not suitable for the requested number of colors.
Provide the supplier with:
The customer’s original photo.
The order details, including the number of colors ordered.
Example of internal note: 'Customer ordered painting with 48 colors but only received 24colors, please make a redesign with the correct amount of paint if possible - if not please inform the reason.'
Await the Supplier’s Feedback:
The supplier will confirm whether:
A mistake occurred, and the painting can be redesigned.
The photo’s quality or content limits the number of colors that can be used.
Step 2: Supplier Confirms a Mistake
If the Supplier Can Redesign the Painting:
Forward the redesigned version to the customer for approval. Template Redesign ready
Once approved, arrange for reshipment of the corrected set.
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Step 3: Supplier Confirms the Photo Is Not Suitable
Black-and-White Photos:
Inform the customer that black-and-white photos can only be processed with 24 colors due to system limitations. Template Black-and-White Photos
Offer to refund the price difference between the colors ordered and the colors delivered.
If customers agrees, tag @katja in an internal note to refund the price difference to the customer
Fill out in refund for supplier sheet the amount that has been refunded for fewer colors
- Low-Quality or Complex Photos
Double-check the original photo for:
Shadows.
Excessive dark details.
Very small or intricate details (e.g., arm tattoos, eyes, etc.).
Inform the customer that the photo’s limitations may prevent achieving the requested number of colors. Template Low-Quality or Complex Photos
- Offer to refund the price difference between the colors ordered and the colors delivered
- If customers agrees, tag @katja in an internal note to refund the price difference to the customer
- Fill out in refund for supplier sheet the amount that has been refunded for fewer colors
Mail template Fewer Colors Than Ordered received (valid)
Hi [Customer's Name],
Thank you for providing the pictures, and we sincerely apologize for the inconvenience this has caused.
After reviewing the images, we will escalate this internally to investigate the issue further. Please rest assured that we are doing everything we can to resolve this, and we will get back to you as soon as possible with an update.
As a token of our appreciation for your patience and understanding, we’re pleased to offer you a €5 voucher to use on your next purchase. The voucher code is: SECRETCODE. Simply enter this code during checkout to redeem your discount.
We truly appreciate your patience and understanding in this matter. If you have any further concerns or questions in the meantime, please don’t hesitate to reach out.
Looking forward to resolving this 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 Black-and-white photos
Hi [Customer's Name],
Thank you for reaching out to us!
We apologize for any confusion regarding your order. Please note that black-and-white photos can only be processed with 24 colors due to system limitations, which is why the set you received may differ from what you expected.
To make it right, we’d be happy to offer a refund for the price difference between the colors you ordered and the 24 colors delivered.
As a token of our appreciation for your patience and understanding, we’re pleased to offer you a €5 voucher to use on your next purchase. The voucher code is: SECRETCODE. Simply enter this code during checkout to redeem your discount.
Please let us know how you would like to proceed or if you have any other questions or concerns. We truly appreciate your understanding!
Mail template Low-Quality or Complex Photos
Hi [Customer's Name],
Thank you for your order!
We wanted to inform you that we've carefully reviewed the photo you provided, and it appears that certain factors may affect the final result. Specifically, photos with excessive shadows, very dark details, or intricate features (such as small tattoos or eyes) can make it difficult to achieve the requested number of colors.
Due to these limitations, the set you received may differ from the colors you originally ordered. We apologize for any inconvenience this may cause.
To make it right, we’d be happy to offer a refund for the price difference between the colors you ordered and the colors delivered.
As a token of our appreciation for your patience and understanding, we’re pleased to offer you a €5 voucher to use on your next purchase. The voucher code is: SECRETCODE. Simply enter this code during checkout to redeem your discount.
Please let us know how you would like to proceed, or if you have any further questions or concerns. We greatly appreciate your understanding!
Scenario 3: Customer doesnt agree price different
If the customer declines the price difference, offer a refund in the form of a unique discount code for the value of the painting, with an additional €5 added as a goodwill gesture. In these cases, we only offer a unique discount code. If the customer does not agree, tag your customer service manager to handle the case. Template: Fewer Colors Than Ordered received – unique discount code
Unique Discount Code: If customer accepts unique discount code, tag @katja to issue a discount code amount equivalent to the product price. Make sure to inform Katja about the amount that should be on the unique code.
The unique code will be sent via email to the customer once created. Fill out in refund for supplier sheet the amount that has been refunded for fewer colors.