Receiving an incomplete order can be frustrating, especially when you're eagerly awaiting your precious prints or custom items. If you find yourself in this situation, follow these simple steps to resolve the issue quickly and efficiently.
Step 1: Double-Check Your Package
Before reaching out for support, thoroughly check your package. Sometimes, smaller items or prints can be tucked away or attached to larger items.
- Look Behind Larger Prints: Smaller prints or items might be hidden behind larger ones.
- Check All Sides of the Cardboard: Items can be taped to cardboard inserts for protection.
- Inspect the Packaging: Ensure nothing is stuck to the sides or bottom of the package.
Step 2: Gather Your Order Details
Have your order number and the details of the missing items ready. This information will be crucial when contacting SmugMug support.
- Order Number: Found in your order confirmation email.
- Missing Item Details: Specifics about the missing items, such as size, quantity, and reference numbers (if available). You can find the item reference number on your order confirmation email.
Step 3: Contact SmugMug Support
SmugMug's print guarantee covers the costs of reprinting the missing items. If you prefer, you can request a refund instead. Reach out to SmugMug's customer support through their official website or the contact link provided in your order confirmation email. Provide your order number and a detailed list of the missing items.
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Email Template:
"Hello, I recently received my order #[Order Number], but the following items were missing: [List of Missing Items]. Could you please assist in resolving this issue? Thank you."
SmugMug support will let you know if you should expect a second shipment, or if a reprint request needs to be made.
Step 4: Check Your Order Upon Arrival
Once you receive the replacement items, verify that your order is now complete. Check each item against your original order to ensure nothing is missing this time.
Additional Tips
- Keep All Correspondence: Save emails or chat logs with customer support for reference.
- Follow Up: Be sure to follow up for shipping information if you don't receive a new tracking link.
By following these steps, you can efficiently address and resolve issues with missing items from your SmugMug order. Remember, customer support is there to help, so don't hesitate to reach out with any concerns regarding your order.
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