Please note that this article pertains to orders of Partner Vendor Fulfilled products.
If there are any issues with the order that has been delivered (i.e. damaged products, misprinted product, lost delivery), contact us within 30 days and we will help to have a reprint made free of charge.
That being said, we are not able to refund or replace orders that were fulfilled as placed. We urge you to preview selected products to ensure that all customizable features are to your liking before placing the order. These features include photo resolution, exposure, spelling, grammar, positioning of text, orientation/cropping of photos, and other services such as paper choice and finish options.
Refunds to Photographer
When a client refund is processed, the Commerce fee and Payment Processing fee from that order will immediately be credited back to your (the photographer's) account.
To request a refund for orders you have placed, please contact Customer Support and provide the following:
Order number (Order numbers start with 'NZ')
Item description (any photos you can include of the products themselves will be helpful)
Brief explanation as to why you would like a refund (damages, undelivered order, etc.)
Refunds to Customers
To request a refund, please contact Customer Support and provide the following:
Order number (Order numbers start with 'NZ')
Item description (any photos you can include of the products themselves will be helpful)
Brief explanation as to why you would like a refund (damages, undelivered order, etc.)
Order Approval
We understand that sometimes in the hustle and bustle of busy lives and the excitement of receiving new photos, your clients may run through the purchasing process eagerly and without giving adequate attention to detail. For that reason, we highly recommend that you enable Order Approval for your customer orders. This will allow you to review your clients’ orders before they are sent into production, which will allow you to catch and change things that tend to be common reasons for order cancellation or request for refund (like cropping issues). Learn more about enabling Order Approval here.
What If An Order Has Already Been Approved?
If you have received an order that has already been approved and sent to the lab, please know that it may not be possible to halt the order after approval. Zenfolio's integration with our vendor lab partners is designed to ensure a rapid turnaround once orders have been approved. If the lab has received the order and it has entered the production process, we may be unable to stop the order.
However, should you need to inquire about stopping an approved order, please contact Customer Support promptly after the approval and provide the following information to enable us to investigate the order efficiently:
Order number (Order numbers begin with 'NZ')
A brief explanation outlining the reason for your request to stop the order.
If the order has already been marked as shipped and you wish to stop or cancel it, please contact Customer Support immediately so that we may take any possible measures to intercept the order before delivery. Please note that we may not always be able to stop or cancel orders once they've shipped.