fixing a minor customer "complaint"

sskoutas

What do we have for options available to us to correct a print that wasn't perfect? I have a mom that's ordered a few dozen prints from me, and she made a passing comment that one print didn't ship with the exact crop she selected. While she was as nice as could be and has come back to order more prints, I would like to make this right for her.

I don't care if I have to pay for it or not. I would order the print myself and deliver it to her, but at this point I do not know which image it is, nor do I know how she wants it cropped. So, I will have to approach her to rectify the issue.

How do our customers rectify returns / reprints / refunds?

It is important to add that this is the absolute first issue I've heard on any of my prints, it is NOT a big issue, and I consider this customer to be a happy and repeat customer. The prints that get delivered to my customers are amazing.

Ann McRae

SmugMug's great print guarantee:

http://www.smugmug.com/help/print-guarantee

Have your customer contact the help desk with the order details please.

ann

sskoutas wrote:

What do we have for options available to us to correct a print that wasn't perfect? I have a mom that's ordered a few dozen prints from me, and she made a passing comment that one print didn't ship with the exact crop she selected. While she was as nice as could be and has come back to order more prints, I would like to make this right for her.

I don't care if I have to pay for it or not. I would order the print myself and deliver it to her, but at this point I do not know which image it is, nor do I know how she wants it cropped. So, I will have to approach her to rectify the issue.

How do our customers rectify returns / reprints / refunds?

It is important to add that this is the absolute first issue I've heard on any of my prints, it is NOT a big issue, and I consider this customer to be a happy and repeat customer. The prints that get delivered to my customers are amazing.

sskoutas

I love raving about Smugmug. Thanks for giving me yet another reason to do so.