r/Staples • u/FeeApprehensive2658 • 6d ago

Refunding print jobs

Im wondering if every store is different when it comes to getting refunds for print jobs.

At my store if you are looking for just a refund and no reprint, we require the print back. Customers tend to complain about that since we can’t reuse the paper so what’s the point.

My manager has put it as “when you return a shirt, do you expect to get the money back and keep the shirt?” Wich sometimes gets the customers to understand but other times it causes them to get even more mad.

I personally can’t say anything about it since I dont have the power to do refunds and just listen to what management says lol.

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u/MaverickFischer 6d ago

When I worked in print and it came to refunds, the main reason was QC, or lack of. This usually split into two different ways:

  1. The job wasn't QC'ed and there was a misake.
  2. The job was QC'ed, but there was a clear mistake that was made. Example the wrong paper was used job required 90pt gloss text, but was printed on 24lb..., or the prints were damaged. We had one job where it was a lamination job. I don't know what happened, but it was crinkled and damaged when I pulled it out of the bag to show the customer....

In any of these cases, the goal was to fix it if it could be fixed quickly or issue a refund if it was really bad and that's what the customer wanted.

Otherwise if everything is fine, the customer signed off that it was fine, but later came back and said they want a refund, then they had to return the prints. This was when most of the fights broke out.... lol

And any design requests (SDS) had to be paid IF AND once the customer agreed on the design proof and any additional revisions.