Property Damage
There will be times our crew cause property damage, if the customer calls in on the day of delivery or within 24 hours you can offer up to £75, do not go in with the offer of £75 as this is not needed in most cases, understand what damage has been caused and make an appropriate offer. If for example the crew damage a lamp, then you could offer £30.
If the crew have caused major damage, ripping carpet or taking a chunk out of their floor/walls. You can offer £75 however the chances the customer will advise it will cost more to resolve, when this happens you explain the customer will need to take photos and source two professional quotes of how much it will be to repair any damage, once they have sourced this information, they email it direct to propertydamage@dreams.co.uk, make sure they include their order number in the subject header.
If the customer reports property damage outside of 24 hours, then you will need to follow the same process as above where you request the customer to take photos and email the property damage team including their order number, the team will then investigate the matter and contact the customer direct.
When you VCS property damage, there is a log reason for this and then no action would be your activity line unless you’re arranging the refund, you do not create a SRET, you arrange an allowance which is detailed in the refund guide.
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