What to say to the customer?
As mentioned in our 100% satisfaction guarantee:Our guarantee applies to everything that we have an influence on. If you submit artwork with a typo, we can't take responsibility for that. You just have to pay a little more attention next time.
Additionally, when the customer reviews the proof, they are required to approve it by clicking a checkbox indicating, "Yes, this looks good. I agree that I can no longer make changes to my files after this point."
Solution 1 (Agent pick)
In consideration of the inconvenience caused, we can offer the customer a 10% discount code that can be applied to their next order. This discount serves as a gesture of goodwill to express our commitment to customer satisfaction.
Solution 2 (Agent pick)
As a special consideration for being a first-time customer, we understand that you may not have been fully aware of our processes. As an exception, we would like to offer you a free reprint of your order. However, we kindly request that you provide us with a new design that does not include the typo. This gesture is intended to ensure your satisfaction and demonstrate our commitment to delivering the best possible product.
Action for agent:
Complaint Department: Customer GoodwillComplaint Type: Uploaded wrong artworkComplaint Solution: NothingDescription: customer uploaded wrong artworkAction left description: handed out 10% discount voucher and ticket number in Dixa.
File a complaint in Presta (solution 2)Complaint Department: Customer GoodwillComplaint Type: Uploaded wrong artworkComplaint Solution: Instant reprintDescription: customer uploaded wrong artworkAction left description: ticket number in Dixa.
More evidence needed?
No