Reopen and return assignments
Need to return the assignment?
- All rejections open internal processes and will be taken care of
- A Quality Supervisor will assess the request and decide if it's either Correction (free of charge) or Amendment (may include cost) plus how to proceed
- You receive a confirmation once when we have read your message
- You get updates and a new delivery time will be set if needed
What to write
- One of the keywords Correction, Amendment, or Feedback
- Refer to the style, variables and specifications
- Write in English
- Including references in a link can be useful to illustrate what you are aiming for
- We do not automatically distribute changes since you might want to approve the changes first. Therefore redistribution on changed orders to clients or agency systems needs to be requested.
Amendment
You want to add or change something that was not on the original order, or on the delivered files.
- 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
Something in the delivery is wrong or missing.
- Free of charge
- Refunds aren't possible unless we had the chance 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
You want to share a thought, idea, or give a 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!"
FAQ
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.
Do you re-distribute the order after a change?
We do not automatically distribute changes since you might want to approve the changes first. Therefore redistribution on changed orders to clients or agency systems needs to be requested.
What if I disagree with the assessment?
Reply to the comment by rejecting the order again, 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.
How can I avoid common issues?
Many issues happen when expectations and orders don´t match.
We recommend reading the Product Descriptions before placing your next order.
You find everything in the top menu under Products and Services.
- Style - which one is closest to your target
- Variables - do you need more or less of any of them? You can adjust all the variables levels
Still need help?
Try the steps above first.
If you get stuck, contact your Account Manager for personal support. You can also klick the icon to email us.