Answer a print claim and reprint

When a print arrives damaged, misprinted or wrong, or a parcel never arrives, your client reports it from their order page. You decide who puts it right.

You get an email headed "A client reported a problem with print order", with the order code. If you have not answered after a day, a reminder follows.

Answer a claim

1. Open Prints and select the Claims tab. New claims are under Needs your answer.
2. Open the claim. Read What your client reported and look at Photos from your client.
3. Under Check the delivery date, compare the date your client gave with the tracking page.
4. Under Your answer, choose one:
   • Forward to Xposure when the lab or the carrier got it wrong: damage in transit, a print fault, a wrong or lost item. Add a note on what you checked. Xposure files it with the lab, which usually remakes the print.
   • Resolve it yourself for a crop or file mistake. Checking crops and files is yours, so the cost is yours. Write a note to your client saying how you will put it right.
   • Reject when nothing is wrong, for example the paper texture. Write your reason for your client.

Your client gets an email at each step. The claim then shows under With the lab or Closed.

Important: Answer quickly. The lab accepts a claim up to 14 days after delivery, and your client has 10 of those days to report it.

Reprint at lab cost

To replace a print yourself, order it from the Order prints tab.

1. In Prints, select Order prints.
2. Under Choose photos, pick the Gallery and select the photo.
3. Choose the product, size, crop and copies, then select Add to order.
4. Under Deliver to, enter your client's address.
5. Choose the Shipping, check the Summary and select Pay.

You pay the lab cost, the shipping, the card fee and any branding inserts, with no Xposure fee. Your card is not saved. The order skips the approval step and goes to the lab once paid. It shows on the Orders tab.