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Cheska POG
cheska@picturesongold.com
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Premium Lockets vs Regular Lockets
Published April 8th, 2025 by Cheska POG
Premium lockets are heavier than regular lockets. Premium lockets are heavyweight and are ordered items. Typically not a stocked item, especially gold.
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
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.
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.
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
How to Submit a Replacement?
Published November 22nd, 2024 by Cheska POG
Use this link for the replacement form: https://fs11.formsite.com/JDTc9B/jvskx6rkoz/index Fill up the form as required. Always check if the item is ok to be replaced. Do not forget the invoice. THIS IS IMPORTANT. Attach 1 photo of the item received (if there's a physical and tangible concern). Make sure to check with Flo or Cheska before submitt
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 &
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