Changing a placed order

SirGeorge

Hi,
I have a customr who placed an order for 4 prints but she did a poor cropping job on one and removed the head of here daughter!! Now, I know this is here responsibility but is there a mechanisim for correction an order and if so how long do we have?

I presumed that I could not correect this and to save the day I sent her a JPEG as I do not want to tarnish my reputation.

Any feedback would be greatly welcomed.

Regards,

Andy

Hi George,

Unfortunately, we are unable to add to an order or change it once it has
been placed. We can cancel the order for you if you would like, but we
can't make any adjustments to anything like color or cropping. If you
would like us to cancel the order so your customer can place a new one
with the adjustments that you want, you will need to let us know
immediately. We would need to know before the order ships.

We very highly recommend our Pros make use of our Proof Delay feature.
Proof Delay allows you to review the order before it's sent to print,
make corrections and changes to the cropping as well as auto versus true
color. Best of all, you have the opportunity to totally replace any
image that is ordered, with your choice of a replacement, still allowing
you to adjust the crop and color setting after replacing it. For more
info on this, please see the links below which would eliminate any
problems in the future:

http://www.smugmug.com/help/proof-retouch-replace
http://wiki.smugmug.com/display/SmugMug/Proof+Delay

Give us the order# and we can redo it all for you, no problem, we'll be watching this thread!

SirGeorge

replacement photo
Andy,
First of all thank you for the rapid response. This is the order - the problem is item # 3.

http://digitalphotoconcept.smugmug.com/homepage/prosales.mg?OrderID=502704

I have uploaded a correct crop per below and would like to customer to by this print in 4" x 6".

http://digitalphotoconcept.smugmug.com/gallery/4292367#251856629

If there are any costs associated with this please bill my account.

Thank you.

ps this was my first customr issue and I never thought about making a post here... immediately (the order was placed last night). Now I know...thanks again.

Andy wrote:

Hi George,

Unfortunately, we are unable to add to an order or change it once it has
been placed. We can cancel the order for you if you would like, but we
can't make any adjustments to anything like color or cropping. If you
would like us to cancel the order so your customer can place a new one
with the adjustments that you want, you will need to let us know
immediately. We would need to know before the order ships.

We very highly recommend our Pros make use of our Proof Delay feature.
Proof Delay allows you to review the order before it's sent to print,
make corrections and changes to the cropping as well as auto versus true
color. Best of all, you have the opportunity to totally replace any
image that is ordered, with your choice of a replacement, still allowing
you to adjust the crop and color setting after replacing it. For more
info on this, please see the links below which would eliminate any
problems in the future:

http://www.smugmug.com/help/proof-retouch-replace
http://wiki.smugmug.com/display/SmugMug/Proof+Delay

Give us the order# and we can redo it all for you, no problem, we'll be watching this thread!

SteveM

Hi George,

You and your customer are all set. The old order has been canceled. The new order is 502946 with the corrected crop. Order 502704 will be removed from your Pro Sales shortly.

I did notice that Proof Delay still isn't enabled on this gallery, so please consider that as it's your very best safety net, and gives you control to change the crop, replace images, and fully review the order before it's sent to print. Our lab has been so efficient lately that often an order is processed, printed, and shipped before we have the opportunity to cancel it. Proof delay gives the opportunity to be sure everything is good to go before the lab even sees it.

Let us know if you have questions or if there's anything else we can do for you or your customer.

SirGeorge

Thank you...
Andy,

Thank you..you have exceeded my expectations and your rapid response is in a class of it's own

I'll follow your advise and use the Proofing function on all new galleries.

Regards.

George.

SteveM wrote:

Hi George,

You and your customer are all set. The old order has been canceled. The new order is 502946 with the corrected crop. Order 502704 will be removed from your Pro Sales shortly.

I did notice that Proof Delay still isn't enabled on this gallery, so please consider that as it's your very best safety net, and gives you control to change the crop, replace images, and fully review the order before it's sent to print. Our lab has been so efficient lately that often an order is processed, printed, and shipped before we have the opportunity to cancel it. Proof delay gives the opportunity to be sure everything is good to go before the lab even sees it.

Let us know if you have questions or if there's anything else we can do for you or your customer.