Customer Item Defect Tracking Sheet
The GloTech mirror’s defects and replacements need to be tracked for product development. It is important we monitor the customers’ feedback coming in.
- Document is saved here: S:\ISD\Thinkspace Beauty\Customer Service\Customer Defective Item Tracking Final
- Depending on the issue, you should be asking customers specific questions. These questions will help you troubleshoot the issue or determine if you need to send the customer a replacement. You can find a guide of questions to ask in the following folder: S:\ISD\Thinkspace Beauty\Customer Service\ Customer Email Question Checklist
- Track emails that come through the info@thinkspacebrands.com
Track emails/calls that customer service reports to you- If a customer sends a video, please save it in the following document: S:\ISD\Thinkspace Beauty\Customer Service\Defective Mirrors_Images & Videos
Information to gather:
- Name
- Address
- Item
- Retailer
- Issue
- Trouble Shooting
- Images/Videos
- Did they send it back
- Replacement Sent
Customer Replacements:
- If you send a customer a replacement mirror, please work on making sure the customer sends back the defective mirror back to product development (Natalie Ganas).
- They test the issues customers are claiming and report to the factory.
- Create a free return label for the customer using your FedEx account.
- Have the defective mirror shipped to the following address:
- Natalie Ganas
10922 North Cedarburg Road
Mequon, WI 53092
- In order to persuade the customer and thank them for sending their defective mirror back to us. You can send them makeup brushes.
- SKU: 39194
EX Email:
Thank you so much for providing that additional information. Unfortunately, it does sound like this is an issue that cannot be fixed by troubleshooting. I will send you a replacement mirror. Can you please provide an valid shipping address? Please note that we cannot ship to PO boxes.
We do ask that you send your defective mirror back to us so we can test its defect. We want to ensure that this issue is resolved. I’ve provided you with a free return label. All you need to do is drop the package off at any FedEx Drop Off location. I included a free set of makeup brushes for your trouble. We are so grateful and appreciative for your time and patience.
Thank you!
- If there is a new issue that you have not seen before or cannot be answered using the Customer Email Question Checklist, please reach out to product development (Natalie Ganas).