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Cheska POG
cheska@picturesongold.com
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Full Refund
Published January 27th, 2025 by Cheska POG
If we are in the wrong - do not charge the customer the remelting fee. We sent wrong item - customer refusing all offers - we do not charge them a fee - we don't even mention it to them - we just say ok no problem. -Ginamarie, 1/27/25
Sacred Medals Return
Published June 2nd, 2025 by Cheska POG
Get the order number and go to the Sacred Medals (SM) backend: https://admin.shopify.com/store/sacredmedals Search for the order and make sure you selected the correct one. Scroll down and type the return instructions (English & Spanish translations) and your name with US date. Click post. 4. The return number is the order number. Just
Setting up a return through Magento
Published January 24th, 2025 by Cheska POG
1.Pull up the order and select “Create Returns”. 2. Once you are in the returns page, go to the left and select Return Items. 3. RMA part should show. On the right side, select “Add Products” 4. Choose the items that will be returned. 5. Add selected items to returns. 6. Fill up the following information requests. 7. After filling the boxes, go ba
How to change the shipping address?
Published February 2nd, 2025 by Cheska POG
Go to shipv2.desktopshipper.com and log in using these credentials: evelyn@photograve.comPhotograve2023@ 2. Select “ORDERS”. 3. Select Market ID and paste the order number 4. We can only change the address if it says "Ready". That means order is unshipped. Select the order to open the details. 5. Click the blue pencil on the Addresses &
What if a customer put a dispute on the payment?
Published November 3rd, 2024 by Cheska POG
We cannot do anything - refund or replacement - if there is a dispute. They need to reverse the dispute first and we need to make sure it's cleared before we can move forward to a resolution. If they don't want to reverse the dispute, then we just wait for the result. If they win the dispute but still want the item, they have to place a new order.
Store Credit Guidelines
Published January 15th, 2026 by Cheska POG
FOR ALL WEBSITES Once store credit is approved, the customer should send the item/s back within 2 weeks. Otherwise, store credit will be voided. Store credit is good for 1 year. Store credit amount will be computed as follows: Subtract the original shipping fee. Compute only the total amount for items we confirmed and received in our warehouse.
Can I refund a missing engraving?
Published November 30th, 2024 by Cheska POG
Yes, if the customer received the item without an engraving (but they paid for it), and they ask to refund just the added text cost, we CAN. As Flo or Cheska to refund the added text cost.
Wesupply Returns
Published June 2nd, 2025 by Cheska POG
Only Alivia+Danny orders from January 2025 onwards are available in wesupply. Use this link and make sure you have the correct date filter: https://signup.labs.wesupply.xyz/login?domain=aliviadanny Use this log in info and check support@picturesongold.com for the link. 4. Check support@pog email and wait for wesupply to send the link. 5. Once y
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