Step 1: Gather information Identify the problem. > Reference Templates. 【Reference Template】. Hello,. Thanks for reaching out to Fezibo Customer Service. We hope you’re doing well. Would you please provide us with your email address? We will then imm

Step 1: Gather information Identify the problem&#xA0;<img src="https://uploads.gorgias.io/gpGJBxpG8y7YXZA5/undefined-4d9c6349-3d31-48a5-ac19-fb954a2b5467" style="width: 692px;" class="fr-fic fr-dib">&#xA0;&gt; Reference Templates&#xA0;&#xA0;&#x3010;Reference Template&#x3011;&#xA0;Hello,Thanks for reaching out to Fezibo Customer Service. We hope you&#x2019;re doing well. Would you please provide us with your email address? We will then immediately send out an email to you. There are some&#xA0;order info and pictures&#xA0;required for us to confirm the damage problem. Once the problem is confirmed, we will be offering you a solution immediately. Thank you so much! Please kindly note the email will be sent to you in 10 minutes and we look forward to your quick replyHave a good day!&#xA0;[Reference Template II&#xA0;<img src="https://uploads.gorgias.io/gpGJBxpG8y7YXZA5/undefined-c4252390-8c53-4f3f-bbf8-a02b4ed9458b" style="width: 300px;" class="fr-fic fr-dib fr-fil">Greetings, &#xA0;&#xA0;I hope this email finds you very well. I sincerely apologize for the inconvenience and I&apos;ll take care of your problem with the desk. &#xA0;&#xA0;Based on your problem situation with the product, I will conduct the appropriate investigations. In order to do this, I kindly ask you to reply to this email by providing a video or picture for clarification on the problem. The files will be forwarded to the relevant department for a more in-depth investigation. Please be advised that the product is guaranteed from the date of purchase. &#xA0;Your&#xA0;order id or receipt, current shipping info, and mailing address&#xA0;will be very helpful in getting your problem solved. Thanks for your understanding and cooperation. If I can be of further assistance, please do not hesitate to contact me. &#xA0;&#xA0;Regards,&#xA0;Fezibo Support Center&#xA0;[Reference Template IIIGorgias Macros search terms: [lift table] mail broken/faulty pictures/video&#xA0;[Reference Template IVHi,Thanks for getting back to me but I am sorry to say we didn&#x2019;t receive the info&#xA0;(&#x5BA2;&#x6237;&#x6F0F;&#x6389;&#x4EC0;&#x4E48;&#x95EE;&#x4EC0;&#x4E48;)&#xA0;required in my previous email/chat. Would you mind sending it to us? It&#x2019;s going to be really helpful in getting this problem solved quickly.&#xA0;Thank you so much for your cooperation.Regards,&#xA0;Fezibo Support Center

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If it's a FBA order, what do we do?. How do we judge whether it's damaged during transport?-Damage caused during transport refunding rules can be seen in “violent shipping"： https://knowledge-article.gorgias.help/en-US/violent-shipping-118289. a. The

&#xA0;If it&apos;s a FBA order, what do we do?<table style="width: 100%;"><tbody><tr><td style="width: 50.0000%;">In these cases, we need to deal with cx as if it&apos;s FBM order</td><td style="width: 50.0000%;">In these cases, we ask cx to contact amazon</td></tr><tr><td style="width: 50.0000%;">We have the replacement parts such as screws/wooden pins/controller/adapter/cables/available</td><td style="width: 50.0000%;">Heavy parts required such as legs/desktop/feet/cross bar</td></tr><tr><td style="width: 50.0000%;">Issue can be dealt with partial refund under 15%*price</td><td style="width: 50.0000%;">The desk/package is badly damaged/ruined in transport-SEE PARAGRAPH BELOW</td></tr><tr><td style="width: 50.0000%;">Cx has already contact amazon and issue didn&apos;t get resolved</td><td style="width: 50.0000%;"> </td></tr><tr><td style="width: 50.0000%;">Cx is angry/in urgent</td><td style="width: 50.0000%;"> </td></tr></tbody></table> How do we judge whether it&apos;s damaged during transport?-Damage caused <strong id="isPasted" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; font-weight: 700; color: rgb(65, 65, 65); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">during transport <strong id="isPasted" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; font-weight: 700; color: rgb(65, 65, 65); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">refunding rules&#xA0;can be seen in &#x201C;violent shipping&quot;&#xFF1A;&#xA0;<a href="https://knowledge-article.gorgias.help/en-US/violent-shipping-118289" id="isPasted">https://knowledge-article.gorgias.help/en-US/violent-shipping-118289</a>a. The breakage has obvious deformation: uniformly classified as &quot;violent transport&quot; (because only violence <span id="isPasted" style="color: rgb(65, 65, 65); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">transport&#xA0;can cause deformation)b. The table is cracked from the middle: uniformly <span id="isPasted" style="color: rgb(65, 65, 65); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">classified as &quot;violent <span id="isPasted" style="color: rgb(65, 65, 65); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">transport&quot; (because only violence <span id="isPasted" style="color: rgb(65, 65, 65); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">transport&#xA0;can cause large broken pieces)c. Except above 2 cases, everything else can be&#xA0;<span id="isPasted" style="color: rgb(65, 65, 65); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(243, 121, 52); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; float: none; display: inline !important;">classified as quality issue, you may follow the rules below. Notea. Calculate the partial refund<span style="color: rgb(65, 65, 65); font-family: sans-serif; font-size: 16px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">&#xA0;by the percentage given and then offer cx an exact amount.b. If cx doesn&apos;t have an order number, they need to purchase replacements. But&#xA0;if the cx couldn&apos;t find it/it was gifted/it is a second hand order, and at the same time, it was a small/cheap replacement parts (cable, screws, wooden pins) that we have in stock, please send it to cx for free.c. You can&apos;t offer refund/replacement straight away without having an valid order number <a href="https://y.gorgias.com/app/ticket/57789959" id="isPasted">https://y.gorgias.com/app/ticket/57789959</a> 1. Desktop Damage<table style="width: 100%;"><tbody><tr><td style="width: 28.0675%;">Type of damage</td><td style="width: 21.6833%;">Light scratches/marks, Paint fell off-Doesn&apos;t affect from utilizing</td><td style="width: 25.1917%;">Non-woven Fabric drawer(s) damaged-<strong id="isPasted" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; font-weight: 700; color: rgb(65, 65, 65); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; background-color: rgb(255, 255, 255);">Doesn&apos;t affect from utilizing</td><td style="width: 25.0000%;">The sticker on desk fell off</td></tr><tr><td style="width: 28.0675%;">Pics as reference</td><td style="width: 21.6833%;"><img src="https://uploads.gorgias.io/gpGJBxpG8y7YXZA5/7.-8e4ff53e-b833-4fb6-9420-ee2510729c26.png" style="width: 300px;" class="fr-fic fr-dib"><img src="https://uploads.gorgias.io/gpGJBxpG8y7YXZA5/1.-eb461a31-242d-4e38-89b1-014ba3897f4a.png" style="width: 300px;" class="fr-fic fr-dib"></td><td style="width: 25.1917%;"><img src="https://uploads.gorgias.io/gpGJBxpG8y7YXZA5/10.-20b27c8e-98f6-4796-9f65-25aaad8a5372.png" style="width: 300px;" class="fr-fic fr-dib"></td><td style="width: 25.0000%;"><img src="https://uploads.gorgias.io/gpGJBxpG8y7YXZA5/1.-351779f7-bc7d-43e1-802b-23c8426d596c.jpeg" style="width: 300px;" class="fr-fic fr-dib"></td></tr><tr><td style="width: 28.0675%;">Partial refund/Replacement</td><td style="width: 21.6833%;">&lt;=10%*Price</td><td style="width: 25.1917%;">$10-$20/replacement drawer(s)</td><td style="width: 25.0000%;">Recommend cx to purchase glue himself, we can reimburse the cost</td></tr><tr><td style="width: 28.0675%;">Maximum refund&#xA0;</td><td style="width: 21.6833%;"><span id="isPasted" style="color: rgb(65, 65, 65); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">&lt;=15%*Price&#xA0;</td><td style="width: 25.1917%;">$35</td><td style="width: 25.0000%;"><span id="isPasted" style="color: rgb(65, 65, 65); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">&lt;=20%*Price&#xA0; </td></tr><tr><td style="width: 28.0675%;"> </td><td colspan="3" style="width: 71.8558%;">how do you find the price of the order: Fill in classification and click&quot; refund&quot; to check it out</td></tr><tr><td style="width: 28.0675%;">If cx is angry/mentioned twice or more that he wants full refund or new desk(top)/has threatening words in email or msg</td><td colspan="3" style="width: 71.8558%;"><div style="text-align: center;">@Susanna</div></td></tr></tbody></table> 2. Frame Damage<table style="width: 100%;"><tbody><tr><td style="width: 22.6736%;">Pics as reference</td><td style="width: 15.6826%;"><img src="https://uploads.gorgias.io/gpGJBxpG8y7YXZA5/5.-41a253ef-489e-4b43-a9d0-3ff94b08fcf6.png" style="width: 300px;" class="fr-fic fr-dib"></td><td style="width: 15.6826%;"><img src="https://uploads.gorgias.io/gpGJBxpG8y7YXZA5/6.-7fe16d85-09b7-4ee1-9983-cb101f1c21ce.png" style="width: 300px;" class="fr-fic fr-dib"></td><td style="width: 12.3445%;"><img src="https://uploads.gorgias.io/gpGJBxpG8y7YXZA5/7.-f1da8324-5c57-44f5-b559-6cdf38d5d7c1.png" style="width: 300px;" class="fr-fic fr-dib"></td></tr><tr><td style="width: 22.6736%;">Partial refund/Replacement</td><td style="width: 15.6826%;">Replacement motor side of leg</td><td style="width: 15.6826%;">Replacement cable</td><td style="width: 12.3445%;"><span id="isPasted" style="color: rgb(65, 65, 65); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">Replacement slide rails</td></tr><tr><td style="width: 22.6736%;"><strong id="isPasted" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; font-weight: 700; color: rgb(65, 65, 65); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: normal; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">If cx is angry/mentioned twice or more that he wants full refund or new desk/has threatening words in email or msg</td><td colspan="3" style="width: 59.3922%;"><div style="text-align: center;">@Susanna</div></td></tr></tbody></table>

Damage problems

Gather information Identify the problem

Refund for quality issue