Returns & Replacements
Part of POD store operations
Handling a held order with an invalid print file
Read the supplier’s file error, correct the affected POD order and confirm its status before promising production.
When a supplier holds an existing order over a print file, diagnose the order-specific error before changing anything. Then correct the file in the supplier order, if that provider still allows it, and verify the supplier order’s status. Changing a storefront listing or saved template does not confirm that the existing order was corrected.
Identify the affected order and error
Open the supplier order and its hold notice. Match the store and supplier order numbers, product, variant, print position and attached file version, then read the stated reason. Do not assume the hold concerns artwork: Gelato says it may be unable to process an order because the file or address does not meet its requirements.
Use the selected product’s current file requirements to address the defect named in the notice. The error message—not a guessed file problem—should guide the correction.
Correct the order where the supplier will use the file
Printful. After submission, do not assume the order can be changed or cancelled. Check its current status and the available actions in the Printful dashboard before acting; the order’s change options depend on what is available there.
Gelato. For an order on hold, first search for its order ID under Orders > Reference ID in the Gelato Dashboard. If a reorder exists with a status other than Failed, it was placed successfully, so ignore the hold notification. If no such reorder exists, review the error, click Edit, make the necessary correction and resubmit the order. Gelato says it does not charge for orders it could not process.
Printify. Make changes in Printify, not just in the sales channel: sales-channel edits do not sync to Printify, even if the order has not yet been imported. The documented window for changing the ordered product is before it goes into production. Check the order’s status and available edit or cancel actions in Printify; do not promise a design change once production has started.
Correcting a held order with an invalid print file
- Identify the hold reasonOpen the supplier order and review the hold notice. Match store and supplier order numbers, product, variant, print position, and file version. Read the error message provided by the supplier (e.g., Gelato, Printful, or Printify). Do not assume the issue is artwork-related.
- Correct the file in the supplier systemFor **Gelato**: search for the order ID under Orders > Reference ID. If no successful reorder exists, click Edit, fix the file based on the stated requirement, then resubmit. For **Printful**: check the dashboard status before attempting edits—changes are limited after submission. For **Printify**: make changes directly in Printify, not in the sales channel, as sync does not occur once imported.
- Verify the correctionInspect the corrected file in the supplier order, including placement and any remaining warnings. Confirm the supplier order status has changed from 'On Hold' to 'Processing' or similar. Keep both old and new file versions for reference.
- Update the customerInform the customer of the actual order status. Avoid promising production start or unverified delivery estimates while the order remains held. Provide a clear update timeline.
- Prevent future issuesReview the product listing and variant mapping that supplied the file. Correct any mismatched or outdated settings to prevent recurrence. Ensure file requirements are met before reusing templates.
Confirm the result and update the customer
Inspect the corrected file on the supplier order, including its placement and any remaining file warning. Keep the old and new file versions with the case, and verify the supplier order’s status rather than relying on a storefront update.
Tell the customer what the order’s actual status confirms, and when you will update them. While the order remains held, do not promise that production has started or give an unverified delivery estimate.
Check the product listing and variant mapping that supplied the file, and correct them separately to prevent the same issue on a future order.
