Occasionally, a customer may report that their item arrived with a stain or small mark. In most cases, these marks occur during production or packaging and can be easily removed with a quick wash.
This guide outlines the standard process for handling these reports before issuing a reprint or credit.
Acknowledge the Report
When a customer reports a stain or mark:
- Thank them for reaching out.
- Ask for clear photos of the affected area.
- Note the order number and item description in your response.
Sample Message:
Hey [Customer Name],
I’m sorry to hear there may be an issue with your order. Could you please send a clear photo of the stain so I can take a closer look and help get this sorted out for you?
Thank you so much for your help!
Review the Photos
- If the stain appears minor or surface-level, ask the customer to try washing the garment first.
- If it looks severe (ink bleed, burn mark, or production error), skip the wash step and proceed to the reprint/credit claim.
Ask the Customer to Wash
If the stain looks removable, send this message:
Sample Message:
Hey [Customer Name],
Thanks so much for sending that photo!
Would you mind trying to give the shirt a quick wash to see if the stain comes out? Sometimes small marks occur during production or packaging and can be easily removed.
Once you’ve tried that, please let us know if the stain is still visible. if it doesn’t wash out, we’ll be happy to send a replacement right away.
Thanks again for your patience and for working with us on this!
Follow-Up
- If the customer confirms the stain came out, close the ticket politely.
- If the stain did not wash out, proceed with the standard reprint process.
If the item needs to be replaced, Ping fulfillment & admin via Slack.