Reopen and return assignments
A guideline for reporting issues, request changes, or leave a comment about an order
Make a change or report an issue
Please use the order to send us any comments related to a specific job. It will be handled by the production.
This is the fastest way to get help – and keeps everything in one place.
Just leave a comment on the assignment if you need to request a change (Amendment), report an issue (Correction), share Feedback, or anything else related to that order.
Follow these steps to get help
1. Find your order
Start by locating your order in the list and clicking on it.
2. Reject the order
Reject the order and clearly describe the issue and what you want to be fixed.
Click "Comment and reopen" to write your message.
- Use one of the keywords: Correction, Amendment, or Feedback (see definitions below)
- Refer to the style, variables and specifications
- Write in English
- Be clear and concise
- Include a reference link if useful
- Avoid adding attachments
3. Submit the order
Click "Comment / Reopen" to send it.
The order status will change to "Update from client".
A coordinator will review and handle it as soon as possible.
4. What happens next
- You'll receive a confirmation once when we have read your message
- A Quality Supervisor will assess the request and decide if it's a:
- Correction (free of charge) or an
- Amendment (may include cost)
- You'll get an update in the system and by email
- A new delivery time will be set if needed
- We'll complete the updated work and deliver it to you
Avoid common issues
Many issues happen when expectations and orders don´t match.
Before you place your next order, check:
- Styles
- Variables
- Product descriptions
Find everything under Products and Services in the top menu. The prices are displayed on the order form.
The keywords explained
Amendment
Used when
You want to add or change something that was not on the original order, or on the delivered files.
Note
- Treated as new requests
- May include an additional charge
Example: Amendment: "Please remove the cords under the bed in image 4589" or "Add blue sky in the windows, I forgot to mention that in my order"
Correction
Used when
Something in the delivery is wrong or missing.
Note
- We’ll fix it at no extra cost
- Refunds aren't possible unless we had the opportunity to fix it
- Minor variations (up to 5% yearly) are considered normal
Example: Correction: "The images are too bright and colorful for the style I ordered. Please fix it."
Feedback
Used when
You want to share a thought, idea, or compliment.
Feedback helps us maintain quality and improve, so don't hesitate to reach out.
Example: Feedback: "Thanks for the quick turnaround and great editing!" or "Next time, please add warmer tones like in the sample I added in the link"
Frequently Asked Questions
Can I update my order after placing it?
Yes! Go to My orders, click your order, use the "Comment and Reopen" button.
How soon will I get a reply?
We are always open.
A coordinator will respond as soon as they can. Normally within 5-20 min, depending on the work load.
Will I get a confirmation?
Yes, via email and in the order system once we have reviewed your comment
Do I have to write in English?
Yes, to ensure smooth processing
Do I pay for the changes?
Corrections are free. Amendments may be charged.
What if I disagree with the assessment?
Reply to the comment by rejecting the order, or contact your Account Manager
Most issues happen due to mismatches between the order and the expectations.
We recommend reviewing the Styles, Variables, and Product Descriptions before placing your next order.
You find everything in the top menu under Products and Services.
If you order something extra from the beginning, it might be free of charge, but adding it after the order is delivered comes with an extra cost. A typical example of this is Blue sky in windows.
Still need help?
Please try the steps above first -it helps us respond fast and accurate.
If you get stuck, call or email your Account Manager for personal support. You can also klick the icon to email us.