Received incorrect itemUpdated 2 days ago

Scenario 1: Customer Has Not Provided a Picture of the Incorrect Item

Step 1: Request a Picture
When the customer reports receiving an incorrect item but has not yet provided a picture, request a photo to confirm the issue.

Mail template to use => wrong product received 1

Step 2: Follow Scenario 2 Once the Picture is Received
Once the customer provides the requested picture, confirm the issue and proceed with the resolution options as outlined in Scenario 2.

Scenario 2:Customer Provided a Picture of the Incorrect Item

Step 1: Confirm the Issue and Offer Resolutions
Once the customer provides a picture of the incorrect item, review it to confirm the issue. If confirmed, offer the customer a reshipment or a credit voucher as compensation.

Mail template to use => Wrong product received options

Solution 1: Customer wants reship

• Use an internal note tagged as supplier communication to request the reshipment:
  • Order Number
  • Correct Item Needed: Include the SKU or product name.
  • Incorrect Item Received: Mention details provided by the customer.
  • Customer Contact Details: Full name, address, and phone number.
•  Inform the Customer
  • inform customer about reship + offer the additional 5 euro voucher

Mail template to use => Reship standard

Solution 2: Unique Discount Code (Total item price + €5 or 10% if on DAC extra for goodwill

• Tag @katja to Issue a Unique Discount Codet to the product price OR for DAC + 10% - Make sure to inform Katja about the amount that should be on the unique discount code. inform the customer the discount code will be send via email once created.
• Fill out in refund for supplier sheet

Solution 3: 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%

FYI: Incorrect items DON'T need to be returned in any case!