Damaged Items

We cannot respond to these tickets directly, so we want to make the customer aware of and understands the process.  The process will go:

Customer calls/writes in regarding a damaged order > CC requests photos of damage > Customer advises they are unable to email us the photos > CC suggests texting the photos to our Customer Care text number > If the customer says yes, let the customer know that once we receive the photos, we will reach out via a phone call or email (their preference.) 

You can always offer to stay on the line with the customer while they send the text and confirm that we've received it. The ticket will pop up in the Unassigned Ticket queue. Once you see the customer's ticket in the queue, you can let them know we will let them know that we will reach back out to them once we review the photos and the order either via email or a phone call, again, whichever they prefer. ⭐Note: If a customer would like email correspondence, be sure to ask for a valid email address or our admins will not be able to contact them.