Main > CR Issues > Shipping > Shipping Issues

Client received damaged items

If the customer receives a defective item, let them know Customer Service will respond that same day.

Reassign the ticket to the SCA facilitator once you capture all pertinent information.

The only current exception to this is Artskills Sculpt Today, if the sculpted items are damaged, they are to contact Artskills directly at 800 552 3729.

Client believes they rec'd duplicate item

First, verify they only ordered one (have them check the invoice/packing slip); many, many customers have actually ordered duplicate items without realizing it; if they cannot do this, put complete comments in the notes section and reassign the Footprints ticket to SCA Facilitator. We don't want them to return the item without requesting a refund if they have been charged for the item.

Once you have verified they did not order duplicates, apologize to the client. Address client very kindly; remember this was our mistake. Then:

U.S. clients:

  1. If the item is less than $35, the customer may keep it with Sonlight's apologies for the error. Reassign ticket to SCA Facilitator and ask that inventory be adjusted; provide item number.
  2. If the item is more than $35, reassign the ticket to SCA Facilitator with urgent status. Be sure to get a valid email address. Let them know someone in CR will contact them. SL will reimburse them for return shipping.

In either case, Rhonda will then send a detailed email to Eldina [the inventory control person at the time] with adjust inventory in the subject line, detailing the error and your resolution (in the email include customer number, order number, item number).

Overseas clients:

  1. If value is less than $100, have them keep the item as a gift from Sonlight. Reassing ticket to Rhonda, ask that inventory be adjusted; provide item number.
  2. If value is more than $100 – reassign ticket to SCA Facilitator; follow instructions for items over $35 in #1.

Again, in either case, Rhonda will then send a detailed email to Ann [the inventory control person at the time] with adjust inventory in the subject line, detailing the error and your resolution (in the email include customer number, order number, item number).