Just some hints and tips from me about the Replacement Order Forms (ROFs) and the process.
1. You are allowed one free ROF per show for damaged, missing, wrong, or defective items. Ideally, it is best to make sure that you have all of the customers taken care of before sending in the ROF.
2. Exchanges or second/third/fourth ROFs do cost $9 in postage. Generally, I pay for that myself. Rarely, but if appropriate, I’ll pass that cost on to the client.
3. You can have replacements sent to the host for redistribution or directly to the affected client (if there is only one affected client).
4. You only have 90 days from the show date to send in an ROF. Exceptions are extremely rare. So contact each customer to make sure they’re happy before those 90 days has gone by.
5. If customers report that their candles are not burning properly, you do need to assess the candle care they are using. Be a candle doctor first.
- Wick not centered – can they move it back to the center when the candle is lit or is it really faulty?
- Burning unevenly – where are they burning it? Is there a draft? Is the wick trimmed to half a cm? Is the wick centered? Are they burning it long enough?
- Not burning flat (pillars/3 wicks) – are they burning it long enough? Are they hugging the candle? Developing sides is not bad (hugging over a longer burn time will resolve that), developing a hole in the middle is (and is usually caused by not burning the candle long enough).
- Flame not bright – is the wick too short? Usually only a tealight issue. Have they tried multiple tealights out of the box?
- Wax went everywhere – where are they burning it? Is there a draft? Is the wick trimmed to half a cm? Is the wick centered?
The most satisfied customers are often ones who have had a problem and we’ve fixed it without much fuss and followed up to make sure they are happy. The ROF is a great tool for that. Use it when you need it.