Your best print + dropship partner to scale your business

Customer support

Partner Support: Guide to Customer Service With Gooten

Maddy Peck, 08/16/2018,

We know doing customer service for your business can be daunting, especially as you grow. The Gooten team aims to make working with us as easy and transparent as possible. Keep reading for some insider tips & tricks on how to work with us and what we can help you achieve!

Start with the Knowledge Base

If you’re new to using Gooten, we recommend that you start by reading through our Knowledge Base. We update and add articles on a weekly basis and we’re always trying to create new content that will be helpful as you continue to grow with us.

Contacting Our Team

So you’ve started working with Gooten and you need help. How should you contact us?

Want help getting your store set up with Gooten?

Contact our Partner Support team, let us know you’re new, and we’ll connect you with an Onboarding Specialist or Partner Development representative who can exchange emails or hop on the phone with you to answer those initial “getting started” questions and make sure you’re set up for success.

Need help with an order or have a product question?

Submit a ticket to our Partner Support team and please include the order number, issue, and photo of the issue (if applicable). If you need more information about a product than what’s listed in the catalog, please let us know what’s missing so we can get you that information and also update our page to make it more usable for everyone!

Interested in getting connected with the business development and/or marketing teams?

Email hello@gooten.com and say hello!

Tell us the name of your business and what you’d like to talk about. We’ll connect you with the right person who wants to talk to you too. 😀

Obsessed with Gooten and want to scream it from the rooftops?

Please do that! You can also leave us a Shopify review if you’d like or volunteer to be a partner case study. We may or may not shower you with love, free samples, and videos of our CEO doing cartwheels.

Checking On Your Tickets

If you’ve submitted a ticket, you can log-in to our support platform and track the status of that inquiry. Our agents often leave comments in tickets and will update the status of the ticket, so it can be helpful to follow along. Of course, we’ll contact you too as soon as we have a resolution!

To create an account, visit the Support Center and click “Check Ticket Status.” You’ll be prompted to sign-up with us. Make sure to use the same email you entered when submitting the ticket request!

Create an account with Gooten

Customer Service Policies

Helpful Resources:

Orders

Delivery address changes

If your order is in pending, you can update the delivery address of your order by logging into your account. Simply click on the order you’d like to change and select “Edit Shipping Address” on the Summary tab.

If your order has moved to production (as indicated in the order status), we can no longer make any changes. Orders typically stay in pending for 2 hours, during which you can make changes. If you’d like to extend the pending time for all of your orders, please contact our team.

Image file changes

If your order is in pending, you can update the image file to be printed on your order by logging into you account. Simply click on the order you’d like to change and navigate to the Images tab. You’ll then click “Change Image” for the order item you’d like to change.

If your order has moved to production, we can no longer make any changes. Orders typically stay in pending for 2 hours, during which you can make changes. If you’d like to extend the pending time for your orders, please contact our team.

Size/color changes

At this time, you cannot edit the size, color, or variant options of a product after placing an order.

If your order is in pending, you can cancel the order or an item in the order by logging into your account. Simply click on the order you’d like to cancel and navigate to the Status tab. You’ll then select the items you wish to cancel and change the status to “Cancelled” within the dropdown menu.

After cancelling the original order, you’ll then need to place a new order with the updated size/color/variant information.

Shipping changes

At this time, you cannot change the shipping method (standard/expedited/overnight) of an order after placing it.

If your order is in pending, you can cancel the order or an item in the order by logging into your account. Simply click on the order you’d like to cancel and navigate to the Status tab. You’ll then select the items you wish to cancel and change the status to “Cancelled” within the dropdown menu.

After cancelling the original order, you’ll then need to place a new order with the updated shipping method.

If your order has already gone into production, there is a chance our Support team will be able to contact the vendor to change the shipping method on your behalf. Please contact our team if an urgent issue arises. Note: We are not able to accommodate any special requests or upgrades to shipping during Q4 due to holiday volume increases.

Cancellations

If your order is in pending, you can cancel the order or an item in the order by logging into your account. Simply click on the order you’d like to cancel and navigate to the Status tab. You’ll then select the items you wish to cancel and change the status to “Cancelled” within the dropdown menu.

Our team does refunds on cancelled orders every Monday morning, so if your order was cancelled on Friday, you can expect to see the refund on your account next week.

After your order has gone into production, we can no longer cancel the item as the printing process is entirely automated.

Rush requests

Production time across almost all of our products is a standard 3-4 business days. Due to the high volume of orders processed through our platform and vendor network, we are unable to accommodate rush requests.

Bulk product pricing

The Gooten business model is based on aggregating sales volume across all of our partners and negotiating low pricing on top-quality print products that we provide to everyone on our platform. As such, we don’t provide discounted pricing on bulk orders. The only exception here is apparel; if you’d like to order t-shirts or other apparel items in bulk, please contact our team and we’ll connect you with a member of our sales or vendor teams.

Bulk shipping pricing

If you’re ordering more than 25 items at once, chances are we’ll be able to get you a custom bulk shipping quote. Please contact our team if you’d like to receive a bulk shipping quote for an order. At the time of contacting our team, please provide us with the product you’d like to order, the quantity, the delivery address, and the desired shipping method (standard / expedited / overnight).

Including notes or inserts with orders

We do not currently have the ability to add notes or custom inserts with orders. The exception to this is with canvas and framed canvas, which you can qualify for if you submit more than 100 orders monthly in these products. If you believe you qualify, please contact Partner Success.

Selection of shipping courier

Right now, you cannot select which shipping courier is used to mail your products, because the way ship depends on what’s available on the ground at the vendor. For example, our US-based canvas manufacturer almost exclusively uses UPS, while much of our home decor ships via USPS or DHL.

In some cases, we ship your products on the vendor’s shipping accounts and sometimes we use a Gooten account. Often, if we ship on the vendor’s account, we authorize them to use what’s called “best way shipping” – whatever option get your product to the customer in the most efficient way.

We are working on building out our shipping database and hope to be available to provide you with more transparent information on shipping, as this is a common request from our partners.

Customs/Duties

The partner and end customer are responsible for all customs and duties fees. Please familiarize yourself with the countries you plan on shipping to so you can help answer customer questions about VAT or duties due.

Return addresses

In all cases possible, we try to use your return address on the label of the package, so if for some reason an order doesn’t make it to your end customer, you can collect the returns and re-ship them if you’d like. You can check out which products will automatically have your address on the return label here. We’re currently working on implementing your return address for all US-based home decor and apparel.

Production Issues

Returns and Exchanges

Gooten works with vendors across the world who enable print on-demand; all of your orders are made & printed at the time your customer places them, so in a sense, they’re all unique. Due to this, neither Gooten nor our vendor partners accept returns. Our vendors don’t hold inventory and don’t have the intake systems set up to accept and re-ship returned products.

Given how our manufacturing relationships work, the return policies you communicate to your customers are entirely up to your discretion. If you’d like to offer your customers the ability to return an item, you can absolutely do so. If the customer would like to exchange the item or get it in a different size, you will be responsible for any replacement charges.

Refunds

Like returns & exchanges, If your customer requests a refund for an item, it is totally up to you if you’d like to refund them or not. If they order an item, decide they simply don’t like it, and would like a refund, it’s up to you if you’d like to honor that request; Gooten will still charge you for the original order. The example we always use is that if your customer orders a photo of their boyfriend and then breaks up with that boyfriend and they want a refund, we’re very sorry to hear that the relationship ended, but we kindly ask you to sort out that refund with your end customer.

If something terrible has happened and you believe that due to extenuating circumstances, Gooten should cover the cost of a refund, please let us know and contact our team. We try to be reasonable humans, so we’re sure we can work something out!

Reprints

If your customer receives an item with a printing mistake or a product that was damaged during shipping, Gooten will cover the cost of a reprint.

Just as a heads-up if you’re new to print on-demand, you should expect about 1% of all your orders to have some sort of a printing defect. We know that number sounds high, but the industry average for print on-demand manufacturing is about a 3% error rate. Ours is lower because we only work with the best manufacturers!

To let us know about a reprint, please contact our team and submit:

  • Images of the issue/damage
  • The Gooten Order number and Item ID number (if there is more than one item in the order)
  • A short explanation of the issue
Please note

All complaints regarding product quality need to be reported within two months from the moment of purchase in order to be eligible for a reprint. Our vendors request this from us, so we kindly ask that you keep us informed as soon as you hear of an issue.

Production turnaround time

We’ll let you in on a not-so-secret secret: “Where is my order?” is the top question we get asked. We do our best to keep you informed about the status of your order, but if you have any questions about how the whole production process works, please start by reading this article.

The Gooten vendor team monitors the production status of all orders and proactively contacts vendors if orders have been in production for too long.

The production turnaround time for most of our products is 3-4 business days. Please check the product catalog to confirm the production time for your products. A few exceptions to a 3-4 business day production turnaround time are:

  • Acrylic prints and blocks (3-5 business days)
  • Travel bags (3-5 business days)
  • Crib sheets (6 business days)
  • Non-stocked apparel – this type of apparel is ordered in to be used in production and not kept in the manufacturer’s facility. As such, it can take up to 7 business days for orders placed on non-stock or “special order” apparel to be produced.
We calculate production time as follows:

The day of order submission does not count toward the production time (this is Day 0). The following business day is the first day of production (Day 1).

If your order has been in production for more than 4 business days (not counting the day of submission), it is considered “late”.

Orders shipping out 1 day late is acceptable given lags in shipping courier pickups, normal variance in production capacity, and quality check procedures. Please make sure you set expectations with your customers that most orders will ship within 3-5 days.

When an order is more than 1 day late, Gooten begins asking vendors for shipping upgrades in order to have your order make it to your end customer in the same timeframe as originally expected.

Shipping Issues

Lost in Transit

Amazingly enough, about 1% of all orders are lost in transit (this is a global statistic!) so you should make sure to factor in “lost packages” as something you’ll have to deal with at some point in your customer service tenure.

If the your order has spent more than 12 business days in transit (for Standard shipping) or exceeded the predicted shipping time for an expedited or overnight method, it’s probably lost in transit. At this point, you’ll need to contact Gooten so we can reship the order for you.

If an order is lost in transit and the shipping address submitted with the order is correct, Gooten will reprint and reship a new order at no charge to you using the shipping method you originally paid for.

To claim an order was lost in transit, please contact our team and submit:

  • Gooten Order number
  • A short explanation of the issue
  • The confirmed correct shipping address

Please note that all complaints regarding lost packages need to be reported within two months from the moment of purchase in order to be eligible for a replacement.

Customer claims lost package but tracking says delivered

If the tracking information for an order says the package was delivered, a reprint or a refund is at your discretion. Gooten is not responsible for refunding or reshipping orders that are marked as delivered.

We recommend asking your customer to check their front/back porch and ask their neighbors if they saw the package. If there’s still no sign of it, your customer can contact the shipping carrier and file a “lost package” claim.

Undeliverable/returned packages

Gooten uses the FedEx address validation service on all incoming orders, which helps us catch the majority of undeliverable or “bad” address entries.

In the rare change that an order does not make it to your customer and the shipping address entered with the order is incorrect, we will either need to wait for the order to be returned to our manufacturing facility and reship it at your cost, or you can place a new order to reduce delivery time. Please note that you will be charged for this replacement order. You are responsible for contacting our team requesting a re-ship or help processing a new order.

Tracking number doesn’t work

Sometimes, packages miss their scans at checkpoints during the shipping process, so tracking events on a shipping carrier’s website don’t always capture what’s happening with a package in real-time. We’ve also seen instances where a tracking number isn’t updated, activated on time, or activated at all and the shipment still makes it to your end customer.

From our experience, most packages that have tracking issues still make it to your end customer, but if the predicted shipping time has passed and your package hasn’t showed up, please let us know so we can get you a replacement order.

Package held at customs

We know it’s terribly frustrating, but there’s not much we can do for you if a shipment is being held at customs. The best advice we have is to ask your end customer to call their local post office or even try to get in touch with the customs facility, but unfortunately, in most cases, all they will be able to do is wait.

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