JetPrint: Print On Demand

Hey there,

Thank you for your recognition of our printing quality, and we sincerely apologize for the issues you've encountered.

As my Spanish is not very strong, please allow me to respond in English. We'll address each of your concerns one by one.

1. Brand Labels: We do offer brand labels. You just need to contact our customer service department to have them enabled. Please note that for labels requiring special handling, such as sewing onto clothing, a minimum order quantity (MOQ) is required as we need to prepare materials in advance. We appreciate your understanding.

2. Product Editing: Currently, our products cannot be re-edited once added to your store. However, our technical department is working on a new mockup generator, which will allow you to create design templates and enable re-editing.

3. Order Synchronization with Shopify: Our app seamlessly integrates with Shopify. If product attributes are not changed, orders are synchronized to the JetPrint order page. Enabling the automatic payment feature can help expedite order placement.

4. Missing Strap on Bag: We investigated the issue with your order and found that the product title you ordered was 874. Women’s Tote Bag, which does not include a shoulder strap. We offer a similar product with a long strap, titled 875. Women’s Tote Bag - Long Strap. You may have ordered the wrong product.

We recommend that you check your order before ordering. If you find that you have ordered the wrong product, you can contact our customer service department within 24 hours of placing the order to have it replaced for you in time.

Thank you for your feedback, and we are committed to improving your experience with JetPrint.

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 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.

Hi,

We sincerely apologize for the inconvenience and frustration this issue has caused you.

Upon reviewing your case, we found that you contacted us 4 days ago (UTC+8) regarding orders #1002 and #1004, specifically mentioning that order #1004, placed on May 16, 2024, was not synchronized with your JetPrint account. Our customer service team promptly responded to assist you and explained the necessary steps. 

After inspecting the situation, we believe the reason the order did not synchronize is because you altered its original attributes. Our product attributes consist of single attributes such as size (XS, S, M, L, XL, etc.). You added the attribute Color to this product and set its value to "Purple and Blue." In your screenshot, your customer purchased "Blue/2XL" clothing from your store. However, because our product has only a single attribute, the SKU for "Blue/2XL" is not available in your account, resulting in the order not synchronizing.

We strongly advise against altering product attributes from single to multiple attributes or vice versa, as such changes can disrupt order synchronization.

If you still wish to fulfill this order, we recommend locating the same design in your JetPrint account, ensuring it matches the ordered size, and placing a manual order accordingly.

Thanks.

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.