- Policy overview
As all products are custom-made, we will be able to accept variant change requests only in the case of a received variant that does not match the ordered variant. - Determine if the item was ordered in the correct variant -
The partner support agent should begin by checking what item was ordered and comparing it to the actual item that the customer received.- If they match: push back that it is best to double-check before submitting an order.
- If it does not match: ask for a picture and contact Covver’s support.
- Communicating with the end-user:
- The wrong item was ordered by the user (Suggested message)-
Hi {user_name},
{Agent_name} here from [Partner's_name] Support. Thank you for reaching out to us.
After reviewing your order, it appears that the [color or size] selected during checkout was "[ADD color/size chosen]."
Since the item is made-to-order specifically for you, we cannot assist with an exchange.
We recommend double-checking the details of your order before submitting it in the future to avoid any [sizing or color] discrepancies.
Thank you for your understanding.
Regards,
{Agent_name} on behalf of the [Partner's_name] Team
-
- The wrong item was delivered (Suggested message)-
Hi {user_name},
{Agent_name} here from [Partner's_name] Support. Thank you for reaching out to us.
We apologize for any inconvenience caused by receiving the incorrect item. We have verified your order details and confirmed that the wrong item was sent.
We have processed a replacement order for you with the correct item. Once the order is shipped, you will receive a notification with tracking information. If the tracking link is not received in a week, kindly follow up with us to share that link with you.
We appreciate your patience as we work to resolve this issue.
If you have any further questions or concerns, please feel free to contact us.
Regards,
{Agent_name} on behalf of the [Partner's_name] Team