The past four months have been a whirlwind for the entire print-on-demand industry. With slowdowns in production and customer support, we acknowledge that we haven’t provided the Gooten experience that you have come to expect and rely on. We also understand that many of our partners may have questions on what Gooten is doing to ensure your business is running smoothly.
That’s why we want to give you, our valued Gooten partners, a behind-the-scenes snapshot of what we’ve done over the past four months to ensure your orders are getting produced and shipped. Below is a timeline of the events and initiatives we have taken in response to the economic impacts of COVID-19.
Partner Best Practices
As we are actively trying to reduce production and customer support delays, there are a few actions we are advising partners to do to ensure your business is running as efficiently as possible.
For customer support requests:
- View the Production & Shipping times table. We’ve noticed that the majority of requests deal with questions on current production and shipping times, which is why we created a Production & Shipping times table in our Knowledge Base. The Knowledge Base also contains a wealth of other information and is often the fastest source of answers to common questions.
- Submit a request. If your issue cannot be resolved with the Knowledge Base, then the best way to contact our Customer Support team is to submit your request in our new support form.
- Refrain from multiple requests. Once you submit your request, please do not continue submitting requests. Multiple emails slow down our response time because your request will be pushed further down the queue.
For production delays:
- Be advised about multi-product orders. Our manufacturing partners have advised us that one of the biggest factors in delayed orders is when there is an order with multiple items that are from different product categories. For example, if a customer purchases a shirt, mug, and a canvas print, then some products may arrive earlier than others as each product has differing fulfilment and production times. If your store carries multiple product categories, make sure to inform your customer that different products will have different production times and all items may not arrive at once.
- Manage your customers’ expectations. Like we mentioned above, communicate production delays and out of stock items with your customers in order to manage their expectations. We currently share all pressing production updates on our COVID-19 Status Updates Page and we highly recommend bookmarking this page to receive up-to-date information on production changes.