Notified if customer wants replacement?

Sparky

Are we notified by Smugmug if a customer wants a refund or replacement prints made on an order? Obviously this would only apply if a customer only contacted Smugmug and not me.

Thanks.

SteveM

Sparky wrote:

Are we notified by Smugmug if a customer wants a refund or replacement prints made on an order? Obviously this would only apply if a customer only contacted Smugmug and not me.

Thanks.

Hi Kevin,

I'm one of the image specialists here at SmugMug.

Most of the time, yes. We're trying to get more consistent with this, but typically what happens is your customer will contact us, and we'll have a look at the problem (USPS mashed my order, the colors weren't right, can you remove the tattoo that says Maynard, etc.).

If it's a shipping problem/damage/rained on, a lab issue/printing error, something like that, we typically won't bother you with it and will just make it right. If it's something we need your 'okay', advice, or help with, we'll contact you about it (like the tattoo of Maynard).

If it's say, too dark, colors are off, and is something we feel we can easily fix for you and your customer, our color team will have a look, fix it up and send off a reprint, no charge, and copy you on the reply to the customer, to keep you in the loop, but not bother you with simple things we can take care of for you.

If we find there's something we feel we can help you with, one of the image specialists will contact you privately to offer advice on workflow, processing, what settings in your galleries might work best, etc.

If it's something we can't handle alone, something that would significantly alter your image, or other issues that are outside of our means, or comfort level, we'll contact you first to see how you'd like us to proceed, or what options you might have for the customer. If we're not able to resolve your customer's concerns, troubles, buyer remorse (My wife hates the 30x40 of the dogs playing poker in our living room), and a refund is the only answer, we'll let you know every time.

I hope that helps, Kevin. Shout with more questions or concerns!