Task Template Email Replies

Most of these have been moved into HubSpot as well for easy sending. Information that can be pulled from deal properties will autofill for you in the email.

New Artwork Follow Up:

Hi there,

Thank you again for your order. I just wanted to reach out as information regarding your artwork was sent over by our graphics team on XXX but we have not received revised files. Please check your spam folder or search your order number within your inbox if you do not see that email. You can reply directly in that thread with any questions regarding the artwork. When you are ready, please upload your new files directly through the link in your confirmation email for proofing. We would need final approval by (target approval time and date) to meet your request delivery date of IHD. Please let me know if you have any questions in the meantime.

Approval Deadline Approaching:

If Proofs have been sent:

Hi there,

Thank you again for your order. I just wanted to reach out as proofs were sent over by our graphics team on XXX but we have not yet received your approval. Please check your spam folder or search your order number within your email if you do not see that thread. Once reviewed, please use the link directly in that email to approve the proofs online. Please note we would need your final approval by 2PM PST today to meet your requested delivery date of IHD. Please let me know if you have any questions in the meantime.

If artwork was sent back:

Hi there,

Thank you again for your order. I just wanted to reach out as information regarding your artwork was sent over by our graphics team on XXX but we have not received revised files. Please check your spam folder or search your order number within your inbox if you do not see that email. You can reply directly in that thread with any questions regarding the artwork.

When you are ready, please upload your new files directly through the website for proofing. Please note we would need final approval by 2pm PST today to meet your request delivery date of XXX. Do you have any flexibility with your deadline? When does your event begin?

Proof Follow Up:

Hi there,

Thank you again for your order. I just wanted to reach out as proofs were sent over by our graphics team on XXX but we have not yet received your approval. Please check your spam folder or search your order number within your email if you do not see that thread. Once reviewed, please use the link directly in that email to approve the proofs online. We would need final approval by (target approval time and date) to meet your request delivery date of IHD. Please let me know if you have any questions and I would be happy to help!

Approved after cut off – Reiterate timeline.

Hi there,

Thank you again for your order. I want to reach out as we did receive your approval, but it came in after the production deadline. With you order going into production today, everything will be scheduled to arrive by XXX. If this does not work for you, please let me know before Xpm PST today or else your order will go to production as scheduled. Please let me know if you have any other questions and I would be happy to help!

FedEx/ UPS delays – Should still arrive on time:

Hi there,

Thank you again for your order. I just wanted to reach out as tracking information has now been sent over, but we noticed there has been a transit delay. Please note your order is still scheduled to arrive on time but we suggest keeping an eye on the tracking for any further delays. Please let me know if you have any questions in the meantime.

Client approved under the wrong order number:

Hi there,

Thank you for following up with us and filling out the approval form. I just wanted to touch base because the order number inputted for approval, XXXXX, was incorrect. Your order number is XXXXX. To avoid any delays with your order, please ensure you are inputting the correct order number on any forms or emails. It may also affect other orders in our system.

I have updated the order, so no further action is required, but we just want to ensure you are aware going forward. Please let us know if you need help with anything else.

Clients requesting new vendors forms or ACH

Hi there,

Thanks for your interest in working together! As we are an E-commerce only company, we take all orders directly through our website via credit card or PayPal. We do not offer terms or accept PO’s. For this reason, we do not fill out new vendor forms and all our terms and condition can be found on our website. I have attached our W9 for reference.

Please let me know if you have any questions.

Quotes:

Print Ready Artwork:

Thank you for reaching out. Please find the quote you requested below. When you are ready, you can click "proceed to checkout" to complete the order online. Once you have an order number, you can use the link in the top right-hand corner of the website to upload your artwork for proofing. Please let me know if you have any other questions and I would be happy to help!

Design Time:

Thank you for reaching out. Please find the quote you requested below. When you are ready, you can click "proceed to checkout" to complete the order online. After the order has been placed, we will send over a design questionnaire to gather your photos, logos, and important components for the designer. Once that has been submitted, a designer will reach out to you one on one before getting started. Please let me know if you have any other questions and I would be happy to help!

Decline Payment task 

Hi there,

I hope you’ve been well. I’m reaching out to check in with you regarding the declined payment you’ve received when placing your order. Generally, when this happens it is due to either a daily or transactional limit on the card or that the billing zip code entered does not match the card. Could either of these be the case?

Alternatively, your bank may be blocking the transaction. I would suggest contacting them if you are still having trouble placing the order.

Please let me know if you have any other questions and I would be happy to help!

Tax exempt clients shipping to a different state

Thank you for reaching out. Taxes are based on the shipping address and whether the company has a commercial presence there. We meet the economic threshold for most states and so we must pay taxes on all orders shipped there without a valid reseller or tax-exempt certificate. To avoid the tax, many of our clients choose to ship directly to themselves and then on to their clients.

However, if you have tax exempt certificates for any other states, please feel free to send them on and we can apply them to your account as well. If you have any questions, please don’t hesitate to reach out.

If a client mentions not paying taxes through other whole sale companies:

The other companies you mentioned on the phone are likely mainly wholesale, whereas we are primarily a retail company but do offer a resale program. Those companies will have different tax requirements based on their sales, locations, and other factors.

Clients order reprints but did not get their frame through us

Thank you again for your order. I want to reach out as we received your order for ITEM IN QUESTION but we are unable to locate a previous order that included the frame. Was the original order purchased through us? If so, could you please share the order number? If you did not purchase your hardware from us directly, the print may not fit your existing frame correctly. We can continue with the order if you like, however, as custom graphics are non-refundable we wanted to let you know the risk as we would not be able to process a return if it does not fit your hardware.