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
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?)
Wrong Design / Color
If the item which arrived is not the one ordered, use this
/customer-issue-wrong-item
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?)
Incomplete Order
If their order has arrived incomplete, use this
Once the customer has send the proof of the incomplete order, and their request is valid, use this
Register their order in the Order Issues with the tag:
(Problem: Incomplete Order) (Action: Reship) (Note: what item to reship?)
