Monogram DamageUpdated 2 years ago

While our monogramming is designed to last, sometimes the unthinkable can happen and customers may experience chipping and removal of their monogram during transit.

Monogram Repair Process (AU)

Step 1: Assure the customer this doesn't happen regularly and that we are happy to get this fixed for them.

Step 2: Arrange return postage or return to HQ in person if applicable.

Step 3: Request monogram team to direct-print if possible.

Step 4: Once monogramming is complete, confirm delivery details with customer and arrange for item to be dispatched.

Monogram Repair Process (US)

Step 1: Customer notifies CX return for monogram repair. CX then initiates return and adds to the US Returns Sheet.

Step 2: CX to copy order details from US Returns Sheet to MONOGRAM REDO sheet, and notify Monogram team via “ops-monogramming” on Slack.

Monogram team will then create a new file and send it to US, adding the tracking details for the monogram file to the MONOGRAM REDO sheet.

Step 3: Once the Returns label is received from BM Pro, CX will forward to the customer and add tracking details to the MONOGRAM REDO sheet.

Step 4: BM Pro receives monogram file and re-applies to case. Order is then re-shipped and tracking details added to the MONOGRAM REDO spreadsheet.

Step 5: CX will then provide forward the tracking details to the customer.