Wrong article received

When a customer contacts you and informs you they have received the wrong article, please follow below procedure.

1. Ask the customer to send you a picture of the article they have received.
   Ask them to make a picture of the barcode/description
   It could also be helpful to ask for a picture of the article including the box it was shipped in (e.g. to show that nothing else could have been added) and shipping label

2. Determine what happened
   - check what the customer ordered in Magento and if he indeed received incorrect articles
   - does the barcode on the article correspond to what the customer received?
   Yes? Contact Stefano or Riccardo. The entire stock may be wrong so if you send it again, he probably gets the same (wrong) article. It often takes long to fix this so try to find another solution with the customer.
   No? this is probably just a picking error. Either contact Monta or send the article again
   - it is also possible that orders are mixed (wrong label on the parcel)

3. Does the wrong article need to be returned?
   - what is the value? <40 euro: no need to return the article
   - If it needs to be returned, make sure to add a Return Forecast and add a comment

4. Find a solution for the customer
   If there is a mistake in the stock at Monta, it might take a while before the problem is solved. Perhaps a similar different article can be shipped? Or a refund?