If your samples arrive broken or with a problem
What it means when staff flag a sample as broken or problematic, and what to do next.
When staff check in your samples, they may flag a brand's samples if there's a problem.
Types of problems
Flag | What it means |
|---|---|
Broken samples | The samples arrived broken, for example a cracked bottle or a leaking tin. |
Generic or unbranded package | The samples weren't in branded retail packaging. |
Other | Another problem with the samples. Contact support to find out more. |
How you're told
You receive a dashboard notification and an email titled A problem with your samples, naming the brand and the problem.
What to do
Read the notification and email carefully.
Reply through Support if you have questions or need to tell us what you'll do.
If you're asked to send replacement samples, prepare them as soon as possible.
Was this article helpful?