Returns?

flyingpylon

Since I'm having some trouble with print quality, I'm curious about this question:

Are prints returnable by customers?

If they are, does a customer return them to smugmug, EZPrints, or what? And how is a credit issued?

For others with Pro accounts, have you had unhappy print customers, and if so, how did their issues get resolved?

The relationship between photographer, smugmug, and EZPrints makes this a bit confusing. Unfortunately, I was unable to find anything on either the smugmug or EZPrints site regarding satisfaction or returns.

HighLightPhotos

flyingpylon wrote:

Since I'm having some trouble with print quality, I'm curious about this question:

For others with Pro accounts, have you had unhappy print customers, and if so, how did their issues get resolved?

Yep. I had a complaint. Reordered the prints for her from shutterfly since it wasn't too much $$. Still, I am concerned about the future orders though.

flyingpylon

Bump?

Baldy

We need to put this info on our site very clearly and I'll make sure that gets done. Customers can send mail to help@smugmug.com and we'll respond quickly. The policy is we'll replace or refund their order, whichever they choose.

In practice, cropping issues are very common, we see some shipping errors/lost in the mail (so far always in the mailroom of companies), a few damages, and the occassional color complaint.

In the case of color, the customer always asks for a reprint, but we've found EZ Prints to be so consistent we look at the originals to see what the issue is and work with the customer or photographer to find out what's objectionable and we help adjust for it.

When there are color issues, it's almost always too undersaturated (the camera missed white and black points), too warm (usually from a red-sensitive person who wants to look more tanned) or too cold (photos taken in the shade with a blue cast).

I hope this helps.

Thanks,
Baldy

GWScott

I was looking for information about how customer complaints are handled (customers who purchased a photo on my SmugMug website). I came across this conversation. I notice that Baldy's comments are from 2004 and was wondering if this is still SmugMug's policy and if there is somewhere I can go to get more information.

Chasing Daylight

Hi! Yes - we have a 30 day return policy and print guarantee. Any printed purchase can be returned for a refund, or replaced if damaged. Email us at help@smugmug.com within 30 days of the order, or your customer can, and we'll do our best to help!
https://www.smugmughelp.com/en/articles/458-make-my-photos-print-ready#print-guarantee