Customer Complain - Our Fault

Any error/problem caused by us and not the customer (wrong color, item broken, etc)

Before taking any action on a customer complaint, first identify the exact problem. It must be clear. For example, if a customer reports a broken item, use the template to ask for images and gather proof before offering a resolution.

Item Broken - Item Arrived Damaged

If the item has arrived broken, use this

/customer-issue-item-arrived-broken

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Once the customer has send the proof of the damaged item, and their request is valid, use this

/customer-issue-item-arrived-broken-solved

Register their order in the Order Issues with the tag: (Problem: Item Broken) (Action: Reship) (Note: what item to reship?)

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Wrong Design / Color

If the item which arrived is not the one ordered, use this

/customer-issue-wrong-item

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Once the customer has send proof that it's the wrong item, and their request is valid, use this

/customer-issue-wrong-item-solved

Register their order in the Order Issues with the tag: (Problem: Wrong Item) (Action: Reship) (Note: what item to reship?)

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Incomplete Order

If their order has arrived incomplete, use this

/customer-issue-incomplete-order

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Once the customer has send the proof of the incomplete order, and their request is valid, use this

/customer-issue-incomplete-order-solved

Register their order in the Order Issues with the tag: (Problem: Incomplete Order) (Action: Reship) (Note: what item to reship?)

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