Picture croppedUpdated 2 days ago

Description of the Issue

Sometimes customers upload a picture with an aspect ratio that does not match the canvas size they select for their painting. This can lead to the image being cropped or stretched, resulting in dissatisfaction when the final product is received. Our process ensures we handle these situations fairly while educating customers and maintaining their trust.

Step 1: Identify the Issue

1. Review the order details and the uploaded picture.
2. Determine if the issue is caused by a mismatch between:
   • The picture's aspect ratio (e.g., square, horizontal, vertical).
   • The canvas size ordered by the customer.

Step 2: Request a Picture

Always request a picture of the finished painting from the customer to assess the severity of the cropping/stretching issue.

Step 3: Assess the Difference

Scenario 1: The Customer Ordered the Wrong Format

• Description: The customer uploaded a picture with one aspect ratio (e.g., square) but selected a canvas size with a different aspect ratio (e.g., horizontal or vertical). This mismatch caused the image to be cropped or stretched during production.
• Action:
  1. Politely educate the customer on the mistake they made when selecting the canvas size.
  2. Explain that no refund or reshipment will be offered in this case.
  3. Offer a 5 euro voucher as a goodwill gesture.
  4. IF the customer get's back that she does not agree with this option, tag your customer service manager to investigate the issue.

Mail template to use => ordered wrong format

Scenario 2: The Issue Occurred Despite Correct Format Selection

• Step 1: Apologize and Offer a Resolution

  • Apologize for the issue and acknowledge the inconvenience caused.
  • Offer the customer two resolution options:
    • Option 1: A reshipment with a corrected design + 5 euro voucher.
    • Option 2: A refund in the form of a Unique Discount Code (Total item price + €5 extra for goodwill :
      
      

Mail template to use => Ordered correct-received wrong format

Step 2: Confirm the Customer's Choice

1. If the customer chooses Option 1 (Reshipment):
   • Request a redesign from the supplier.
   • Notify the customer that the redesign request has been submitted.
   • Snooze the ticket for 1–2 days to allow time for the supplier’s response.
   • Once the redesign is ready confirm with the customer, if agreed you can inform the supplier to ship the redesign and send the customer 'reship standard' template.
2. If the customer chooses Option 2 (Refund by Unique Discount Code):
   • Tag @katja to Issue a unique equivalent to the product price plus €5 - Make sure to inform katja about the amount that should be on the unique code. The code will be send via email to the customer once created, this will be unique to the customer only. 

Step 3: Final Escalation ONLY for scenario 2!

If the customer declines both options:

1. Tag @Katja in an internal note with the following details:
   • A summary of the issue.
   • Confirmation that the customer rejected the reshipment and unique discount options.
   • Any supporting documentation (e.g., pictures or supplier responses).

Mail template to use => refund processed + 5 euro OR for DAC refund done + 10%