Handling Customer Concerns: What to Do If Permanent Jewelry Breaks
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Let’s be real—permanent jewelry is strong, but it’s not indestructible.
No matter how well it’s welded, accidents happen. A customer might snag their bracelet on their gym bag, their toddler might give it a good yank, or maybe the chain just went through some serious wear and tear.
So, what do you do when a customer comes to you saying their permanent jewelry broke? Don’t panic! The way you handle it can either build trust or damage your reputation. Here’s how to keep your customers happy while protecting your business.
Why Does Permanent Jewelry Break?
Even though we use high-quality 14k gold-filled and 925 sterling silver chains, they’re still fine jewelry, and fine jewelry needs a little TLC.
Here are the most common reasons a piece might break:
💥 Snagging or pulling (think sweaters, purses, or getting caught on something)
💥 Excessive tension (a dainty chain just isn’t built to handle rough pulling)
💥 Weld failure (rare but possible if the weld wasn’t fused perfectly)
💥 Metal fatigue (over time, constant pressure can weaken the chain)
The good news?
Most breaks are fixable! But setting clear expectations with customers is key.
How to Help Customers Prevent Breakage
A little education goes a long way!
Here’s what I like to tell customers before they leave my studio:
✨ Pick the right chain – If they’re super active, a daintier chain might not be the best choice.
✨ Be mindful of snags – Remind them to be careful when changing clothes, carrying bags, or playing with pets.
✨ Check the weld occasionally – A quick glance can catch any weak spots early.
✨ Keep it away from harsh chemicals – Perfumes, lotions, and chlorine can weaken the metal over time.
When a Customer Says Their Jewelry Broke…
Okay, so a customer reaches out, saying their bracelet popped off.
Here’s how to handle it without stress:
1️⃣ Stay calm & be kind – I know it’s frustrating, but showing empathy goes a long way. A simple “I totally understand! Let’s figure this out together” can make all the difference.
2️⃣ Ask for details – Where did it break? Was it the chain or the weld? Can they send a photo?
3️⃣ Offer a repair solution – This is where having a solid policy comes in handy!
Creating a Fair Repair Policy
You want to take care of your customers, but you also need to protect your business. Here’s a great way to structure your repair policy:
💖 Free rewelds for a limited time – Offer one free reweld within 30 days. After that, charge a small repair fee.
💖 Chain breaks aren’t always covered – If the chain itself snapped (not the weld), let them know it’s not a weld issue and may require a replacement.
💖 Offer a chain replacement discount – A great way to keep customers happy is to offer a small discount on a new chain if they need a full replacement. It’s a win-win—they feel taken care of, and you don’t lose money.
💖 Set clear expectations – Display your repair policy on your website and in your studio so there are no surprises!
Keeping Your Reputation Strong
At the end of the day, how you handle broken jewelry situations will define your brand’s reputation. If you approach it with honesty, fairness, and great customer service, people will appreciate it—and they’ll keep coming back.
💡 Pro Tip: A quick reminder about jewelry care at checkout (or a cute little care card) can help avoid a lot of these issues before they happen!
Got any questions about handling customer concerns?
Let’s chat in the comments! ⬇️ 😊