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Escalation
A straightforward guide to fixing order snags, artwork issues, and event-day packaging problems for South African campaigns.
How issue escalation fits into a real week
Use this escalation page when an order snag needs a clear next step. It covers artwork problems, packaging mistakes and delivery issues on promo kits or event giveaways, so your team can flag what matters without adding noise.
When a promo order goes off track, start with the order reference, event date, and the exact item affected. A missing lanyard batch, wrong shirt size split, or misprinted sleeve each needs different evidence. For activations in Johannesburg, Durban, Cape Town, or smaller regional drops, note whether the issue sits in print, packing, or delivery.
Photos from the first opened carton help more than a long description. Include the outer label, the damaged or incorrect units, and anything that shows count or packing method. That gives a clearer picture when event kits arrive mixed, crushed, or branded against an old artwork file.
Escalation details that matter
A useful escalation sets out what was ordered, what turned up, and what needs changing before the campaign date. List quantities, print positions, colour issue, and whether the problem affects all cartons or only part of the run. Short facts are easier to act on than a broad complaint about the whole job.
Check the latest approved artwork and packing note before you raise the issue wider. If the problem is visible on site, log the venue, the boxes affected, and what the team has done to separate usable stock from faulty units. Send everything through the contact form with one clear note on the correction needed.
- Order code, item name, affected quantity
- Photos of labels, print, damage
- Event date and delivery location
SA campaign issues worth flagging
Courier handovers, venue access slots, and split deliveries can complicate a straightforward promo drop. Say if stock was booked for a Sandton office, a Durban expo stand, a Cape Town hotel venue, or a campus activation where receiving hours are tight. That context changes whether the issue is packing, dispatch, or the final handover.
Coastal moisture can wrinkle inserts or soften carton edges during transit. Gauteng dust and repeated loading can mark acrylic pieces or unwrapped display stock. During load-shedding, teams may unpack later than planned, so note when the problem was first noticed and whether boxes were opened at the warehouse or at the venue.
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What to include in the report
Send the order reference, photos of the problem, event timing, and exactly what needs correcting. Say plainly what has already been tried.
Keep the note specific and tied to the affected stock line. Mention the approved artwork version, the count checked so far, and whether any units are still usable for the event. If procurement or marketing needs a record, add the purchase reference and the name used on the campaign brief.