This article provides a step-by-step guide on how to address incomplete orders, specifically focusing on scenarios where items are missing or when a poster is missing from a framed poster order.
Troubleshooting Incomplete Orders
If you have received an incomplete order, don't worry! Let's figure this out together. Follow these simple steps to resolve the issue:
Check Your Gelato Dashboard: Your Gelato Dashboard is your best friend for tracking orders. Head over there and locate the order in question.
Multiple Tracking Links: If you see multiple tracking links for your order, it means your order was shipped in multiple packages. This is quite common for orders with multiple items or larger orders. Simply click on each tracking link to check the delivery status of each package. You can find more information about split orders here.
Report the Problem: If there's only one tracking link and you're still missing items, it's time to report the issue. Go to your order page in the Gelato Dashboard and click on "Report Problem."
Free Reorder: Once you've reported the problem, our dedicated support team will swiftly review your case and, if necessary, issue a free reorder for the missing items. You can sit back and relax knowing we're on it!
Missing Posters in Framed Poster Orders
We understand it can be confusing if you or your customer find that the poster is missing from a framed poster order. Here's a closer look at how these orders are shipped:
Shipped Unmounted but Together: The poster and frame are shipped together in the same package but are not pre-mounted.
Poster Packaging: The poster is carefully placed inside the package within a cardboard envelope. This envelope can sometimes be mistaken for protective packaging material.
Frame Packaging: The frame is delivered pre-packed with protective corners and film to keep it safe during transit. It will arrive in a flat package with sturdy edges.
If the poster truly wasn't delivered and there's only one tracking link on your dashboard, please report the incomplete order through your Gelato Dashboard. We're here to help and will gladly investigate the issue and arrange for a free reorder of the missing poster if needed.