How to handle reorders
Introduction
In general, you as a print partner are fully responsible for the cost of reorders, including shipping.
If there is reason to charge or transfer the costs for a reorder to a third party such as a carrier or supplier, it is as the contracting party with that third party, your responsibility to arrange (financial) dispensation.
A reorder is always a problem for both print partner and client because this means an unhappy end-consumer. We acknowledge that the overall impression and value of the brand is damaged when end-consumers complain online or give a bad rating in reviews because of poor product standard.
Highest priority
We expect print partners to process reorders with the highest priority in order to keep the damage to a minimum.
Double check
When end-customers receive a reorder, they look for every little detail of the product. It is normally our clients last chance with the end-customer, so the product have to be perfect, so please double check before packing the product.
Order document
Reorders use the regular order JSON/XML documents, they just include a few extra parameters. Reorders are done pr item level. Only items from a single order can be included in a reorder.
| Parameter | Description |
|---|---|
| items : reorder_cause | A prdefined set of reorder causes |
| items : reorder_desc | Custom text to give more details on the issue. |
| items : reorder_order_id | Reference back to the original order id |
| items : reorder_item_id | Reference back to the original item id |
Find more documentation here: Cloudprinter order API JSON v2.2 and Cloudprinter order API XML v2.2
Reorder description
The feedback from our clients is highly valued as it can be used by your production team to learn from it and prevent such production errors form happening and increasing your quality rate. Clients will use the reorder_desc option to explain the issue in their own words.
Here are some examples you can expect:
- "The book height is 12 mm larger the spec. Spec say 298mm."
- "The book have scratches on the front all the way from side to side."
- "Package was damaged during shipping, one corner is bumped."
- "There are dots around 1mm in diameter on page 2, 5 and 78."
The reorder cause types
Here is the list of the predefined reorder casue types for shipping issues and production issues.
Reorder cause types - Shipping
This is the list of the standard reorder causes supported by Cloudprinter.com.
Item shipped but never received
| Area | Description |
|---|---|
| Cause | Item shipped but never received |
| Description | The item is shipped but did not reach its destination. The reorder needs to contain only the not delivered items and quantity. |
| API reference | reorder_shipping_item_not_received |
Item damaged in shipping
| Area | Description |
|---|---|
| Cause | The item is damaged during transport. |
| Description | The reorder needs to contain only the damaged items and quantity. |
| API reference | reorder_shipping_item_damaged |
Reorder causes types - Production
Item missing from order
| Area | Description |
|---|---|
| Cause | Item missing from order |
| Description | An item in the order was missing. The reorder needs to contain only the missing items and quantity. |
| API reference | reorder_item_missing |
Wrong item
| Area | Description |
|---|---|
| Cause | Wrong item |
| Description | A wrong item has been delivered. The reorder needs to contain only the wrongly produced/delivered items and quantity. |
| API reference | reorder_wrong_item |
Wrong quantity
| Area | Description |
|---|---|
| Cause | Wrong quantity |
| Description | The delivered quantity was not sufficient. The reorder needs to contain only the wrongly produced items and quantity. In case of over-delivery, the additional copies will not be charged though no reorder will/needs to be placed. |
| API reference | reorder_wrong_quantity |
Wrong paper or materials
| Area | Description |
|---|---|
| Cause | Wrong paper or materials |
| Description | The item was delivered, but produced using a wrong paper type or material. The reorder needs to contain only the wrongly produced items and quantity. |
| API reference | reorder_wrong_paper_or_material |
Pages missing / duplicate / out of Sequence
| Area | Description |
|---|---|
| Cause | Pages missing / duplicate / out of Sequence |
| Description | The item has been delivered, but at least one of the products has missing pages, duplicate pages or (some of the) pages do not have the correct sequence,. The reorder needs to contain only the wrongly produced items and quantity. |
| API reference | reorder_pages_missing |
Cover or pageblock incorrectly positioned / oriented
| Area | Description |
|---|---|
| Cause | Cover or pageblock incorrectly positioned / oriented |
| Description | The position of either the cover or (pages in) the pageblock is not correctly positioned or have a wronf orientation. The reorder needs to contain only the wrongly produced items and quantity. |
| API reference | reorder_incorrectly_positioned |
Cover and pageblock not matching
| Area | Description |
|---|---|
| Cause | Cover and pageblock not matching |
| Description | The cover and pageblock do not match, meaning either the cover, or the pageblock do not belong to the product. The reorder needs to contain only the wrongly produced items and quantity. |
| API reference | reorder_cover_pageblock_mixup |
Binding / glue issue
| Area | Description |
|---|---|
| Cause | Binding / glue issue |
| Description | Any issue directly realting to binding and/or glue like pages letting go, excess of glue, etc. The reorder needs to contain only the wrongly produced items and quantity. |
| API reference | reorder_binding_glue |
Lamination quality inadequate
| Area | Description |
|---|---|
| Cause | Lamination quality inadequate |
| Description | The quality of the lamination of the product is not good such as scratches, bubbles, etc. The reorder needs to contain only the wrongly produced items and quantity. |
| API reference | reorder_lamination |
Wrong finishing size
| Area | Description |
|---|---|
| Cause | Wrong finishing size |
| Description | The size of the delivered product is not conform the specs of the placed order. The reorder needs to contain only the wrongly produced items and quantity. |
| API reference | reorder_wrong_finishing_size |
Wrong finishing type
| Area | Description |
|---|---|
| Cause | Wrong finishing type |
| Description | The finishing of the product is not conform the specs of the placed order. The reorder needs to contain only the wrongly produced items and quantity. |
| API reference | reorder_wrong_finishing_type |
Wrong binding type
| Area | Description |
|---|---|
| Cause | Wrong binding type |
| Description | The used binding type on the delivered product is not conform the specs of the placed order. The reorder needs to contain only the wrongly produced items and quantity. |
| API reference | reorder_wrong_binding_type |
Wrong spine size
| Area | Description |
|---|---|
| Cause | Wrong spine size |
| Description | The spine size on the delivered product is not conform the specs of the placed order. The reorder needs to contain only the wrongly produced items and quantity. |
| API reference | reorder_wrong_spine_size |
Wrong wire/coil size
| Area | Description |
|---|---|
| Cause | Wrong wire/coil size |
| Description | The used wire or coil on the delivered product is too large or too small. The reorder needs to contain only the wrongly produced items and quantity. |
| API reference | reorder_wrong_wire_coil_size |
Wrong printing technique
| Area | Description |
|---|---|
| Cause | Wrong printing technique |
| Description | The used printing technique on the delivered product is not conform the specs of the placed order (digital inkjet is used instead of toner, or digital printing instead of offset/litho printing). The reorder needs to contain only the wrongly produced items and quantity. |
| API reference | reorder_wrong_printing_technique |
Wrong color (Mono vs FC vs PMS)
| Area | Description |
|---|---|
| Cause | Wrong color (Mono vs FC vs PMS) |
| Description | The color on the delivered product is not conform the specs of the placed order (product is printed in Mono instead of Full Color, or PMS colors have been printed as CMYK). The reorder needs to contain only the wrongly produced items and quantity. |
| API reference | reorder_wrong_color_mode |
Color variation within 1 item
| Area | Description |
|---|---|
| Cause | Color variation within 1 item |
| Description | The color(s) on one delivered item is not consistent within the same item. The reorder needs to contain only the wrongly produced items and quantity. |
| API reference | reorder_color_variation_one |
Color variation among multiple items
| Area | Description |
|---|---|
| Cause | Color variation among multiple items |
| Description | The color(s) on multiple delivered equal (parts of) items are not consistent with each other. The reorder needs to contain only the wrongly produced items and quantity. |
| API reference | reorder_color_variation_multiple |
Ink spots / streaks / smudges
| Area | Description |
|---|---|
| Cause | Ink spots / streaks / smudges |
| Description | The print shows spots, streaks or smudges on such level that is reduces the quality and customer satisfaction. The reorder needs to contain only the wrongly produced items and quantity. |
| API reference | reorder_ink_spots_streaks_smudges |
Ink not adhering to paper
| Area | Description |
|---|---|
| Cause | Ink not adhering to paper |
| Description | The ink/toner does not adhere to the paper and is dissolving/dissappearing. The reorder needs to contain only the wrongly produced items and quantity. |
| API reference | reorder_int_not_adhering_to_paper |