REPRINT/REFUND REASON CODES
Type of Issue | Code | Description |
|---|---|---|
Bad Embroidery | 500 | The merchant’s design doesn’t follow the Embroidery guidelines . Use this code when the embroidery issue can’t be categorized by using the existing “Embroidery” codes. |
Embroidery – Wrong placemen t | 5104 | The design placement within the embroidery area is off and not positioned as intended in the mock-up. |
Embroidery – Wrong thread color | 5103 | The finished embroidery output didn’t match the thread colors in the mock-up. |
Embroidery – Shape distortion/Gaping | 5102 | Compare the embroidered design with the mock-up. Look forshifts in positioning,uneven alignment, distortions in the design elementsunexpected overlaps or gaps;design rotation or skewing;uneven spacing; |
Embroidery – Loose threads/Breakage | 5101 | The embroidery shows clear signs of thread breakage or loose threads between stitches. |
Blurry Print | 100 | Edges of the print are out of focus, not distinct. Design details are fuzzy and do not represent the quality of the print file and distort it. This also includes color bleeding on designs. |
Coloring Issue | 200 | The printed color differs from the color used on the design to the extent where the outcome noticeably differs from the mock-up. |
Courtesy – PP tolerance | 3304 | Tolerance is a small deviation from the expected value that is considered to be acceptable and not defective. |
Canceled by print provider | 4000 | Order cancelled by Print Provider, but the cancellation status didn’t transfer from PP system to Desk. Cancellation might be related to stock, content issues or technical issues. |
Cancellation – Copyright infringement | 410 | Print Provider informed us that the order needs to be canceled due to copyright infringement. |
Cancellation – Requested by merchant | 2815 | The merchant requests cancellation. |
Cancellation – Tech issues | 2812 | The order was canceled due to a tech issue on our end. e.g., an order stuck in “Pending” or “Has Issues” status. |
Cancellation – Digitization adjustment rejected | 2816 | Used when a digitization suggestion expires after 3 days with no merchant action, the artwork is auto-rejected, and the merchant chooses to cancel the affected item. |
Defective Item – Holes | 302 | Garments have hole(s) in them. |
Defective Item – Mechanical | 303 | Items having mechanical issues, such as:A broken zipperA non-functioning device (e.g. clock, lamp, wireless charger)A piece of thread caught in the print.Creasing, unprinted areas |
Defective Item – Torn | 304 | Torn paper products. Torn garments (less common than “Holes”) |
Defective Item – Broken | 301 | Applies when the damage is evident and the product is unfit for use. Item arrives broken or breaks after the first use. Photo of the product is requiredPhoto of the package is beneficial |
Defective Item – Scratches | 305 | Item has visible scratch marks |
Defective Item – Stitching | 411 | Item having issues with stitching:Item is coming apart at the seamsVisibly crooked stitchingStitches torn/messed upWrong color threads used |
Defective Item – Packaging Issue | 1300 | Package not packed properly, according to the standard description and safety measures. Including but not limited to:Missing label informationMissing labelMissing plastic bagsMissing bubble wrap etc. |
Design Placement – General | 406 | The placement of the printed design does not match the placement in the mockup and the initial design is distorted.Anything starting from 1 cm in any direction. |
Design Placement Issue – Wrong area | 405 | The design was printed on the wrong part of the garment. For example, design was printed on the back instead of the front of the T-shirt. |
Faded Print | 600 | Print distortion due to the design or parts of the design being less vivid (faded). Mostly caused due to lack of ink, clogged nozzles or wrong technical settings. White print looks gray. White design looks pink |
Fibrillation | 4300 | Fibers of the garment are showing through/under the print. |
Heat press | 700 | Heat press stains are visible on the surface of the garment (can be a full heat press rectangle or parts of it). |
Late Order – 10BD | 2602 | The order has spent 10 or more business days in production. |
Late Order – 7BD | 2601 | The order has spent 7-9 business days in production. Used for Shipping Cost refunds only. |
Late order – exceeded TikTok SLA | 2603 | Order was delivered late and exceeded TikTok’s SLA. |
Lost Package – No tracking update | 804 | Order tracking updates have stopped for 5+ (inclusive) BD for domestic orders, or 10+ (inclusive) BD for international orders. The customer couldn’t find the package at the local post office. |
Lost Package – Not Delivered in Time | 801 | A package that hasn’t been delivered to the customer within the expected delivery timeframe found on our website, nor any indication of being returned to sender. These packages do not have the “Delivered” status and may be missing tracking updates or a valid tracking ID. The customer couldn’t find the package at the local post office. |
Lost Package – Status Delivered | 802 | The package is marked as delivered in the tracking, but the customer claims that it has not been received. The customer couldn’t find the package at the local post office. |
Lost Package – Status Pre-shipment | 803 | More than 5 business days (domestic orders) or 7 business days (international orders) have passed since shipped, and there are no tracking updates/hasn’t been delivered after “Shipping Label has been created“. The customer couldn’t find the package at the local post office. |
Lines | 4400 | Also known as banding. There are lines in a section of the printed design. |
Missing Item | 900 | Item not included in the package, although shipped out according to the order contents. |
Missing Print | 1000 Front: 1001 Back: 1002 Left Sleeve: 1003 Right Sleeve: 1004 | The design was not printed (e.g. back print is missing). |
Neck Label | Design Placement: 4101 Missing Print Outer: 1005 Missing Print Inner: 1006 Print Quality: 4102 Stain: 4103 Wrong Label Print: 4104 | Issues with the inner or outer neck labels. |
OOS | 1100 | The order was shipped short due to OOS issue. |
Peeling Print | 1400 | The print is peeling or cracking because the ink is not bonded to the product material and is not cured properly or too much ink was applied for the product style and material. |
Pilling | 409 | The garment itself has bobbled. |
Sizing Issue | 1600 | The size of the garment measured according to the standard instructions does not match the size chart of the garment’s brand.The acceptable tolerance is 1 inch (2.54 cm). If exceeded, then the garment is considered to be faulty. For baby clothing, the tolerance is 0.5”. |
Scaling Issue | 1500 | Design printed too big or too small. |
Sleeve | Blurry Print: 4201 Coloring Issue: 4202 Design Placement Issue: 4203 Faded Print: 4204 Peeling Print: 4207 Wrong Print: 4208 | Issues with the sleeve prints. |
Smell | 1700 | A strong, lasting chemical smell that does not disappear after a wash. |
Stains | 1800 | Ink spots, smears or any other unknown stains on the garment or item that do not exist in the artwork and distort the design. |
Substitute | 2700 | The print provider used a substitute garment without our consent. Example: Ordered Bella + Canvas 3001 in Black / L, but received Gildan 2000 Black / L.Substitute — same garment but another product model (e.g., ordered a black hoodie but received a black hoodie by another brand). |
Shipping – Damages in Transit | 3404 | For well-packaged items that have been damaged, arrived defective during shipping. |
Technical Issue | 1900 | Bugs that have affected the order fulfillment in any way, resulting in damaged or incomplete print outcome. For example: Print Provider received the wrong product information due to technical issues on their sideThe printer could have lost connection and went offline during the printingThe software could have crashed. |
Underbase Issue | 2000 | White underbase visible either on the edges or on the print. |
Wrinkled Paper Print | 408 | Poster that has been wrinkled or folded during transit. |
Wrong Item | 2200 | Received the wrong product (for example: ordered bath mat, but received shower curtains; ordered a white t-shirt but received a green t-shirt with a different print |
Wrong Print | 2300 | The design received does not match what was submitted to production.For example, the product was created with a design A, but the received product has a print B on it. |
Wrong Shipping Slip | 2400 | The inserted slip/invoice is for a different order, provides incorrect information, or is missing information. |
Wrong Size | 2500 | The size of the garment indicated on the tag does not match the ordered one. For example: ordered a size M, received L. |
