Common Claim and Possible Quick Fixes

Banner stands no longer retract

1. Send clients these videos: https://www.youtube.com/watch?v=5kanQeDEJ7I, https://www.youtube.com/watch?v=5zTYhP6afr0&t=13s
2. If a client comes back and claims it does not work, reach out to WS. Let them know the issue, provide any images/videos, explain they have already attempted to retract with the video but it did not work
3. WS will usually replace straight away. They will ask for the ship address, clients IHD and if we would like to blind-ship. Always say “Yes” to blind ships. Fill in the address and IHD as per the claims form
4. Once confirmed, WS will send over a sales order. Review the information and ensure it’s correct - ship address, IHD, product. There will be a new sales order at the bottom of this sheet which can be filled into the claim on HS. 
5. This new SO can be searched in outlook to find the tracking number for the replacement

Wonky Frame/Display does not stand up straight

1. Sometimes when clients assemble their display for the first time, they’ll experience issues with the frame not sitting properly. 
2. You can send them this video link HERE for tips and tricks on how the frame can be adjusted to ensure it stands properly. 
3. If this works for the client, advise them to keep the frame assembled, with the graphic fitted on for a 1-2 days to ensure it adjusts to the nature of the frame
4. If the client is still experiencing issues, there may be fault with the frame/support feet. In this case, request more images/videos of the frame set up without the graphic to check for any issues.

Dirty Graphic

1. If a client submits a claim about a dirty graphic, reach out and ask production for the quality control images of the order
2. In the meantime, let the client know you are waiting on the QC images, but send them the fabric care sheet and ask them to follow the steps to see if the stains can be removed. 
3. If QC images come back and the stain is present in the images, this is generally an approved claim. Send ticket into claims gc for production to review. 
4. If the QC images come back and stain is not present, we need to check a few things:

• Was the claim submitted within the claims window? If outside window, stain may have been made after it was received
• If a claim was submitted within the claims window, could stain have occurred during shipping? > ask for pictures of the box, what type of condition is it in? Might have to submit a claim with the courier. 
• Sometimes the warehouse will pack up the display after taking QC images, but while it’s still wet. Therefore it may have been done before being shipped (Ink Stain). 

1. Take appropriate next steps based on the cause above.

Broken HardCase/Straps

1. Confirm with the client how it became broken > did they ship it? If so, was it protected as per our hard case care sheet? 
2. If the fault is on the client, let them know we offer replacement hard cases/ counter lids/ straps - depending on the damage and send the appropriate links. Send them on the hard case care sheet for their reference. 
3. If it arrived that way, proceed with claims form.

Pole Cutting

1. Sometimes WS will not cut the telescoping pole to the correct size of the artwork
2. There is a bungee cord inside the pole that clients can cut with scissors and remove the segments in order for the pole to fit to the correct size of the banner artwork.
3. If the client is uncomfortable doing so, proceed with claim and contact WS.