WarrantyUpdated 2 months ago

Scenario 1: Customer Reports Missing Stones, Missing Paint, or Dried-Out Paint

Step 1: Verify the Order Date

• Check if the order falls within the 2-year warranty period.
• If the order is older than 2 years, proceed to Scenario 4.

Step 2: Confirm Replacement

• Inform the supplier about the missing stones/paint or dried paint.
• If the supplier requires payment for the replacement, confirm that it is okay to proceed.

Step 3: Notify the Customer

• Let the customer know that the missing items or replacements will be sent. Use a polite tone in your response.

Scenario 2: Customer Reports a Defective Item

Step 1: Verify the Order Date

• Check if the order falls within the 2-year warranty period.
• If the order is older than 2 years, proceed to Scenario 4.

Step 2: Request Photos

• Always ask the customer to provide clear pictures of the defect.

Step 3: Assess the Issue

• Review the pictures to determine the nature of the defect.
• If you are unsure about the cause of the defect (e.g., customer damage or manufacturing error), tag your customer service manager for further assessment.

Scenario 3: Customer Complains About Bad Symbols

Step 1: Verify the Order Date

• Confirm that the order falls within the 2-year warranty period.
• If the order is older than 2 years, proceed to Scenario 4.

Step 2: Request Photos

• Ask the customer to send photos showing the issue with the symbols.

Step 3: Follow the Regular Procedure

• Once the photos are received, proceed according to the standard procedure for resolving bad symbol complaints.

Scenario 4: Complaint About an Order Older Than 2 Years

Step 1: Verify the Order Date

• Check the order details and confirm it exceeds the 2-year warranty period.

Step 2: Notify the Customer

• Politely explain that the warranty period has expired and update the template if needed, as in
  • Add a sales link to order paint/stones 

Mail template to use => Outside warranty period

Important Notes:

• Always check the order date first, and if it is older than 2 years, refer to Scenario 4 immediately.
• Photos are essential for defect issues to assess the cause properly.
• For complex defects, involve your customer service manager for guidance.