* Explain merchants what happens if a customer complains to the merchant
* rework current article
* some details we need to give the customer
-> if customer complains there are several reasons -> size and fit, personal taste, product defects
-> if size and fit or personal taste -> nothing we can take back
-> if product defect
----> merchant should get a picture of the defect and we will refund the money if we can see the defect (picture is also needed for internal quality optimizations)
----> in case there is a defect we will refund the money
----> if customer wants replacement, merchant needs to place new order within the shop or as a sample order
SPOD is more than happy to find a solution for any product quality issues. Unfortunately, matters of personal taste can not be considered cause for a refund.
If your customer wants to have an alternative product (e.g. different color) sent, a manual order should be placed for this customer.