We recommend that you tell the customer ASAP! They should reach out to the manufacturer about the issue. If you attempt another solution, the customer might be displeased with the fix or the item might be further damaged in the process.

It’s best to tell the customer that all the proper pieces weren’t supplied or call out that the item appears damaged before you’ve begun assembly. Then, direct the customer to contact us through the help center in their app. Customer support will be happy to provide another assembly booking once  the customer receives the missing pieces or a replacement item. We want to make sure that damage or a lost piece is not attributed to your service! 

Need help? Contact us using the blue chat icon in the bottom right, or email us at partner@mysquard.com