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# My customer has a complaint, what should I do?

# My customer has a complaint, what should I do?
It’s of course unfortunate when a customer is not satisfied.
At Promio, we are happy to assist you with complaints related to undelivered or defective products.


### How does it work?
Customers contact you
As a webshop owner, you are the first point of contact for your customers. They will inform you if an order does not meet their expectations.


### Reporting damage to Promio
Complaints about damaged or defective products can be submitted to us.
For defective items, please include clear photos:
* Photo of the outer packaging, including the shipping label
* Photo of any protective material (for example, for mugs)
* Photo of the damage or defect itself
With this information, we will file a claim with the carrier and arrange an identical reprint of the product.
**Please note:** no changes to the design or product can be made for the reprint.


### Undelivered orders
If an order has not arrived, we will start an investigation with the carrier.
This investigation usually takes up to 5 working days.
As soon as we receive a response from the carrier, we will contact you immediately to discuss the outcome and next steps.

### Tip:
You can already check a few things with the customer before or during the investigation:
* Did the customer enter the correct address when placing the order?
* Has the order been delivered to a neighbor or left in a safe place around the house?


### Other complaints
Complaints not directly related to delivery or defects, such as receiving the wrong size or color, can also be reported to us along with a photo and the order number.
We will then review the situation and provide an appropriate solution.