Picture not right size (not shipped yet)Updated 2 days ago

Step 1: Identify the Issue

1. Check the problem sheet from the supplier to confirm the picture is not suitable for the selected size.
2. Determine whether the new size suggested by the supplier:
   • Falls within the same price category 
     • (e.g., 30x30 to 20x40, 40x50 to 35x55,40x50 to 30x60 etc, so anything that the overall image stays within the same amount of cm's for example 40x50 = 90cm overall canvas size and 30x60= also 90cm overall canvas size, so these are the same price.) 
     • In these cases, it does not matter if we have the size available or not, because we do not need to know the price difference.
   • Requires a larger/smaller size or size is not available.

Scenario 1: The New Size is Within the Same Price Category

• Step 1:Contact the Customer:
  • Use the email template below to propose the new size

Mail template to use => Unsuitable Picture Size 1 (not shipped yet)

• Step 2: Customer Response:
  • If the customer agrees:
    • Confirm the new size with the supplier via an internal note.
  • If the customer disagrees:
    • Offer a refund.
    • Tag @Katja and explain why the order needs to be refunded.
    • inform the supplier in an internal note 'Product X' has been cancelled and IF additional products in the order, he can proceed with shipping these.

Scenario 2: The New Size Involves Additional Cost

• Step 1:Check availability and inform the customer
  • Confirm that the suggested size the supplier provided exists on the website or on the sheet (you can find additional sizes that are not available on the site + prices HERE) IF the advised size is not available in the sheet - you can follow scenario 4
  • Inform the customer about the issue with the picture size and explain that the suggested size + what additional costs are involved for this size.
  • Offer the option of:
    • Pay the price difference to upgrade to the new size.
    • Keep size as it is
    • A gift card refund with an additional €5 for the inconvenience, which they can use to purchase another item/size.

Mail template to use => Unsuitable Picture Size 2 (not shipped yet) Adjust the fields where needed

• Step 2:Customer Response
  • If the customer agrees to the new size with additional cost:
    • Tag your customer service manager in an internal note requesting to send an invoice to the customer for picture size difference:
      • Make sure to include the price of the invoice (If the customer ordered painting with discount, also calculate the discount in the new size price)
      • Make sure to include ordernumber and a bit of feedback on what this is about.
    • Once your customer service manager sent the invoice, she will update you once the order was paid.
    • Once payment is confirmed, tag your customer service manager again to mark the order as paid and inform the supplier in an internal note to continue reship of the new size.
  • If the customer chooses the Unique Discount Code: :
    • If customer accepts unique discount code, tag katja issue a gift card equivalent to the product price. Make sure to inform Katja 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.
    • Provide the customer with a saleslink to order correct size
    • Fill out in refund for supplier sheet
    • inform the supplier in an internal note 'Product X' has been cancelled and IF additional products in the order, he can proceed with shipping these.
      
      
  • If the customer refused both options and states they want a regular refund:
    • Unfulfilled Orders: Cancel the item(s) yourself following internal procedures and tag @katja to inform about the cancellation
    • Fulfilled Orders: Tag @Katja with details of the refund reason and affected items.
      
      
    • inform the supplier in an internal note 'Product X' has been cancelled and IF additional products in the order, he can proceed with shipping these.

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

Scenario 3: If the Advised Size is Smaller Than in the Original Order 

• Step 1: Contact the Customer

• First confirm that the suggested size the supplier provided exists on the website or on the sheet (you can find additional sizes that are not available on the site + prices HERE) IF the advised size is not available in the sheet - you can follow scenario 4
• If the suggested size is smaller than the one originally ordered, we will need to offer a refund for the difference in price.
• Notify the customer about the new, smaller size and inform them of the refund process for the price difference.

Mail template to use=>  Unsuitable Picture Size 3 (not shipped yet) Adjust the fields where needed

• Step 2: Customer Response

• If the customer agrees to the new size:
  • Ask @katja to proceed with the refund for the difference (look on the website what the price difference is and inform katja on the amount that needs a refund) and confirm the updated size with the supplier via an internal note.
• If the customer disagrees:
  • Offer a full refund for the entire order, following the same process as in Scenario 1 or 2, depending on the circumstances.
  • Tag @Katja and provide the details about why the refund is being issued.
  • inform the supplier in an internal note 'Product X' has been cancelled and IF additional products in the order, he can proceed with shipping these.

Scenario 4: The advised size is not available

• Step 1:Check availability and inform the customer
  • If the size advised by the supplier is not available in the sheet, we will have to inform the customer, we can either cut the image, they can provide us with another image or we'll cancel the order.
  • Offer the option of:
    • we cut the image in the size they ordered
    • A gift card refund with an additional €5 for the inconvenience, which they can use to purchase another item/size.

Mail template to use=>  Unsuitable Picture Size 4 (not shipped yet) Adjust the fields where needed

• Step 2: Customer Response

• If the customer agrees to crop:
  • Inform the supplier that the customer agrees with the cropped version
• If the customer agrees on a refund in Unique Discount Code:
  • Ask @katja to send the code+ 5 euro, be sure to be clear on what needs to be refunded and why
  • inform the supplier in an internal note 'Product X' has been cancelled and IF additional products in the order, he can proceed with shipping these.
• If the customer disagrees:
  • Offer a full refund for the entire order, following the same process as in Scenario 1 or 2, depending on the circumstances.
  • Tag @Katja and provide the details about why the refund is being issued.
  • inform the supplier in an internal note 'Product X' has been cancelled and IF additional products in the order, he can proceed with shipping these.