JetPrint: POD Chaussures, Sacs

Hello,
We apologize for the inconvenience caused. We need to explain to you about your order.

All times mentioned are UTC+8.

On August 2, 2024, 9 products were ordered, including 3 hats, 3 polo shirts, 2 hoodies, and 1 dress.

On August 3, our customer service contacted you regarding the missing design drawings for this order. Since we couldn't locate the design drawings, we are unable to proceed with production as planned.
You replied on August 3, stating that all designs are available in our app.

Due to August 4 being a holiday, we informed you on August 5 about the missing hoodie design. On August 5, you redesigned the hoodie. We found one of the design drawings in the redesigned system, but noticed a slight difference in the shoulder design, and you informed us that you need to receive it by August 20.

On August 6, we informed you that we found one design and proceeded with production, but we still couldn't locate the other one. Therefore, on the same day, we sent you a message informing you that if we didn't receive a reply within 24 hours, we would refund the item without the design.

The issue this time arose due to a bug in the production system that prevented us from finding the hoodie design. We sincerely apologize for the inconvenience caused. As a gesture of goodwill for this order, we will upgrade your shipping to fast shipping at no additional cost.

Additionally, we recommend choosing fast shipping for urgent orders in the future.

Lastly, we wish your event great success.
Thank you.

Hello,

The reason for the sold-out status is that the Shopify API has been updated. Our technical team is currently working on updating the API.

In the meantime, to help you adjust your product to a sellable state, you can refer to this tutorial:
https://help.jetprintapp.com/en/articles/9799184-how-do-i-change-the-inventory-of-a-product

Thank you.

Hey there,

We’re sorry to hear that you’ve had a frustrating experience with our app.

To clarify, for products with multiple attributes, our app does allow you to set prices for all variants with a single click. For example, with product number 312, if you adjust the price for the "Black" option, it will automatically update the prices for both "Men" and "Women" options under that attribute.

However, for products with a single attribute, such as just "size," the price cannot be uniformly modified during synchronization at this time. We have noted your feedback, and it has been added to our development waiting list.

If you have any further suggestions or need assistance, please reach out to our customer service team.

Thank you for your understanding.

Hello,

Thank you very much for your feedback.

It appears there might be a misunderstanding. We want to clarify that we ship many orders to the United States and can deliver orders worldwide.

If you could kindly provide us with the address or a screenshot of the address information you entered, we would be happy to investigate the issue further. Please reach out to our customer service department, and we will do our best to resolve any issues you may have.

Thank you.

Hello,

We apologize for the inconvenience and any frustration caused by your experience. 

To clarify, if all products are out of stock, we take the initiative to remove them from our app to ensure that unavailable products are not listed. 

According to our records, you contacted our customer service department three days ago, and we have already responded with a solution. We recommend manually updating your inventory using the store owner account or attempting to republish the products. 

If you have any further suggestions or concerns, please don't hesitate to reach out to our customer service team. Our technical department is actively investigating the issue to ensure it is resolved as soon as possible.

Thank you for your understanding and patience.

Hi,

We sincerely apologize for the issues you experienced with your recent order from JetPrint.

We understand that you ordered four pairs of shoes with the product number 613. Let's address the specific problems you mentioned and provide a solution.

Regarding the logo color: The logo was intended to be white, but it appears gray due to the black surface of the shoes. The black background can sometimes show through the white print, creating the gray appearance you noticed.

For the issue with the wording on the laces: The shoes and shoelaces are printed separately and then assembled. Normally, we align the letters so they are correct when the shoes face forward. However, your design required the opposite alignment, leading to the reversed text. We have reported this issue to the relevant department to ensure closer inspection during assembly in the future.

While we cannot change the logo color due to production constraints, we can offer a solution for the shoelace problem. We are happy to send you a replacement shoe buckle, allowing you to reassemble the laces correctly.

Thank you for your understanding and patience. If there's anything else we can do to improve your experience, please let us know.

Hello,

We're here to voice our protest against your "inaccurate and irresponsible" statements.

To begin with, our automated system is typically off by default. However, in May, you personally activated the automated system and configured it for "automatic payment 3 hours after placing the order." All of these settings were chosen by you, and we had no part in them.

Secondly, when you stated, "The order pays three times," it appears to be a malicious accusation against us. On May 9th (UTC+8), you placed two orders totaling US$126.96 and US$42.13 respectively. The US$126.96 order consisted of 4 products (three pairs of shoes and one hoodie), while the $42.13 order comprised 2 products (two pairs of shoes). The $42.13 order is the one you intended to make, whereas the $126.96 charge is for another order due to your active setup of automatic deductions. Therefore, your assertion is unfounded as there are indeed two separate orders.

Thirdly, you claimed: "Customer service is useless and we didn't answer any of your questions." On May 9 (UTC+8), you reached out to us regarding a deduction request, but we only located your US$42.13 order at that time. When you contacted us again on May 15th, we reiterated: "You set up automatic payment, and the US$126.96 you paid is a separate order of yours."

You never explicitly informed us of your desire to cancel the US$126.96 order.

Lastly, we take responsibility for any shortcomings on our part, but we reject any unfounded accusations. Furthermore, upon your objection, we have already cancelled your order and will refund the fee to your payment account within (2-3 business days).

We strongly advise you to deactivate automatic payment settings and switch to manual settings to prevent any unnecessary losses.

Thank you.