Questions on refund policy

I've seen your refund policy (http://support.fotomoto.com/customer/...), but I'm not very clear. What kind of cases do you agree to refund? Can you give me some examples?

Let's say that a customer is not happy about the colours (looking quite different from the photo on the web) and asking for refund (by returning the product). Do you accept such a claim? I'm just afraid that the sellers (myself) will end up refunding to the customers by ourselves if they push very hard...

Thanks for your advice.
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  • Hi Joey,

    Thanks for your email. We evaluate each customer service request on a case-by-case basis, and longer story short, if there is an issue with printing that is related to a (rare) printing problem and not the source image file provided, we are happy to provide replacements to the customer. It's important to note here that we don't create prints from the images on your website, rather from higher resolution source files that you provide.

    To address your example, the best way to handle this is to run test prints to make sure the colors print as you'd expect from your source files, then if all is OK you should expect that we print the same image consistently every time.

    Just so you're aware, it is very rare that the seller is ever responsible for reprinting or refunding the customer as a result of print quality issues, and we do our best to make sure the seller and the customer are happy with every order.

    Last, just so you know, Fotomoto prints are made at Bay Photo in California, who have been in the business of serving professional photographers for nearly 40 years, and have a great reputation for providing excellent products and customer service.

    I hope that helps and kind regards,
    Derek
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  • Thanks for your response. I'll definitely run a test print or two before going live with my website. I'm not quite sure how much Fotomoto will involve yourself when a customer complains about print quality, etc. I guess customers will directly come to me first (through my website) when they complain or ask for refund, etc. Then can I ask Fotomoto to investigate and handle the customer complaint? I guess something like this occasionally happens. How have you handled the case like this before? Thanks for your advice.
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  • You're very welcome Joey.

    To address your response, we actually offer to handle all the customer service for you as part of the Fotomoto offering, so if any customers contact you first you can feel free to direct them to contact us via our Contact Form and we'll be happy to help them.

    As mentioned before, it's very rare that we receive any complaints about print quality...as long as your files are well-prepared for print I don't think you should expect many complaints, but should they happen we will definitely research the cause and work with you on making sure your customers are happy.

    Hope that helps and kind regards,
    Derek
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  • Thank you for the assurance! Good to know all these. By the way, I saw "30 day refund policy" mentioned in old "Related Conversations". Seems like this is no longer available? Can you pls confirm? Thanks in advance!
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  • Hi Joey,

    You've seen the Fotomoto Refund Policy, which is our official document, so anything mentioning a 30-day period is outdated information.

    Just so you know, we used to handle payments differently, where now we credit seller payment accounts immediately when customers make a purchase via Fotomoto. To be clear, any refunds do need to come directly from the seller (since the seller has the money immediately), but you had asked about print quality issues, which are different and we would handle those by offering reprints to the customer rather than suggesting a refund.

    If you feel like this is a concern and want to be clear with your customers, you might consider posting your terms on your website, and feel free to link to our Refund Policy as desired.

    If you have any other specific use cases that you're wanting clarification on please let me know, but again I want to reiterate that refund requests are very rare in my years at Fotomoto.

    Hope that helps and kind regards,
    Derek
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  • Hi Derek, thank you for kindly clarifying. I'll give it a go. :)
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  • You're very welcome and just let us know if we can assist with anything else.

    Kind regards,
    Derek
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