Received damaged/defected itemUpdated 2 days ago

Scenario:

The customer received their order, but 1 or more items arrived damaged.

This can be due to a damaged parcel in the mail or can be a defective item from our side.

Always first confirmed the order is within 2 years warranty period

IF outside of warranty period please follow => https://internal-helpcenter.gorgias.help/en-US/warranty-440376

Step 1: Request Picture Evidence

• When a customer reports a damaged or defective item, respond empathetically and request clear photos of the issue.
• Use the updated Defective Item Received (1) template below.

Mail template to use => Defected item received 1

Step 2: Review the Photos and Assess the Damage

Upon reviewing the photos provided by the customer, categorize the damage as minor (product still usable) or major (product useless). 

IMPORTANT NOTE: If the damage is on a mini painting set and there is only 1 or 2 of the paintings that are damaged, you will only offer solutions on the 1 or 2 damaged paintings, not the full kit. If more than 2 are damaged, we can continue it on the full kit.

Offer solutions accordingly:

If Damage is Minor (Product Still Usable):

Offered Solutions:

1. Reshipment of the damaged item + 5 euro voucher.
2. 20% Refund of the product price as compensation.

Mail template to use: refund processed + €5 compensation
OR, for mini paintings: Fully Defective/Damaged Item – Mini Painting

If Damage is Major (Product Useless):

Offered Solutions:

1. Reshipment of the damaged item + 5 euro voucher.
2. Unique Discount Code (Total item price + €5 extra for goodwill

Mail template to use => Defected item received 3 - fully defect

Step 3: Proceed with Resolution

1. Replacement:

   • Use the 'Reship standard' template and inform the customer of the reshipment + the extra 5 euro voucher.
   • Tag the supplier in an internal note:
     MESSAGE TO SUPPLIER: Product XXX arrived damaged, please reship.
     SHOP: 
     ORDER NUMBER: 
     ADDRESS DETAILS CUSTOMER:

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     Mail template to use=> reship standard

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2. Partial Refund (Minor Damage):

   • Tag @katja to process a 20% refund of the product price using the original payment method.
   • Inform the customer about the refund processing time + the extra 5 euro voucher.
   • Fill out in refund for supplier sheet
     
     

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     Mail template to use=> refund processed + 5 euro

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3. Unique Discount Code (Total item price + €5 extra for goodwill (Major Damage):

   • 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. 
   • Fill out in refund for supplier sheet

Step 4: Escalation (if Needed)

If the customer rejects all solutions:

1. If they insist on a monetary 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

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