Received Wrong Cards? Resolution Guide

If you've opened your MatchMint package and discovered that you received incorrect cards, we sincerely apologize for this error. We understand how disappointing this can be, especially if you were looking forward to your custom sports cards for a special occasion. We're committed to resolving this issue as quickly as possible.

Types of "Wrong Card" Issues

There are several ways an order might be incorrect:

1. Wrong player/person: The cards feature someone other than who you ordered
2. Wrong design: You received a different card design than what you selected
3. Wrong details: Incorrect name, number, position, or stats on your cards
4. Wrong team: Incorrect team logo or colors
5. Mixed-up order: You received someone else's order entirely

Immediate Steps to Take

1. Document the Error

• Take clear photos of the cards you received
• Take a screenshot of your order confirmation showing what you should have received
• Keep all packaging and incorrect items
• Note any order numbers printed on the packing slip

2. Contact Our Support Team

Contact us as soon as possible:

• Email: support@matchmint.com
• Subject Line: "Wrong Cards Received - Order #[Your Order Number]"
• Include in your email:
  • Your order number
  • Description of what's incorrect about your order
  • Photos of the cards you received
  • Screenshots of your order confirmation
  • Your preferred resolution (replacement or refund)

Our Resolution Process

Once we receive your report, our customer service team will:

1. Review your order details and the photos you've provided (within 1 business day)
2. Confirm the discrepancy between what you ordered and what you received
3. Process a priority replacement order or refund based on your preference
4. Provide you with tracking information for your replacement

Resolution Options

We offer several options to resolve incorrect order issues:

Option 1: Priority Replacement

We'll produce and ship the correct cards as quickly as possible at no cost to you.

• Production time: 1-2 business days
• Shipping: Expedited at our expense
• Status updates: Provided at each stage

Option 2: Full Refund

If you prefer not to wait for a replacement, we can issue a full refund.

• Processing time: 3-5 business days
• Refund method: Original payment method
• No return required in most cases

Option 3: Partial Replacement

If only some cards in a multi-card order were incorrect, we can replace just those items.

• Targeted replacement of only incorrect items
• Original correct items are kept by you
• Expedited production for replacements

Timeframe for Resolution

| Resolution Step | Estimated Time | |-----------------|----------------| | Initial response | 24 hours | | Verification process | 1-2 business days | | Replacement production | 1-2 business days | | Shipping | Depends on location | | Refund processing | 3-5 business days |

Return Process

In most cases, we won't require you to return the incorrect items. However, in certain situations (such as receiving another customer's order), we may ask you to return them:

1. We'll send you a prepaid return shipping label via email
2. Package the cards securely in their original packaging
3. Attach the return shipping label
4. Drop off the package at the designated shipping carrier
5. Provide the tracking number when available

Our Wrong Order Guarantee

We stand behind our products and take full responsibility for any errors in order fulfillment:

• No-cost resolution: All replacement costs are covered by us
• Priority handling: Wrong order reports receive expedited attention
• Expedited production: All replacements receive rush production status
• Shipping upgrade: Replacements ship via expedited methods at our expense
• Compensation: For significant inconvenience, we may offer store credit or discounts on future orders

Prevention for Future Orders

To help prevent similar issues in the future:

1. Double-check all details during checkout
2. Review order confirmation emails carefully
3. Consider adding order notes with any specific concerns
4. Save a screenshot of your customization selections

Contact Support

If you have any questions about this process or need assistance:

• Email: support@matchmint.com
• Subject: "Wrong Order Resolution - #[Your Order Number]"
• Response Time: Priority handling within 24 hours

We're committed to making this right and ensuring you receive exactly what you ordered.