Liquibrand review for Printful: Print on Demand

April 24, 2017

This is what you can expect: ANTONIO: Shopify CS STEPHEN: Shopify and Printful Customer Antonio L: Hi Stephen, What's up? :) STEPHEN: Hi Nick, I’ve just refunded my first refund. Order 1012. When I did that, does Printful also get notified and is the order then canceled? STEPHEN: It was a “medium suspicious” order Antonio L: Depending on the printful sync setup, I'll check that now, hold on :) STEPHEN: thx Antonio L: The order is pending, I'm now checking if there;s a way to cancel the order Antonio L: Upon checking, printful doesn't have a cancellation feature, I suggest you can reach out to the customer and notify them that it looks like the credit card has some issues so maybe they can reinstate it. Antonio L: You can learn more about that here STEPHEN: Wait, from the link yuo just sent over it says “You can before the status of the order is changed to, “being fulfilled.” It wasn’t being fulfilled. It was still pending. And what do you mean Printful doesn’t have a cancelation feature? They’re unavailable now. And I have reached out to the customer—following Shopify’s guidlelines for security risks which is why I’m talking to you now. Antonio L: It seems that the order is actually already "being fulfilled" STEPHEN: But yu said, and I saw: “The order is pending, I'm now checking if there;s a way to cancel the order” Antonio L: Yeah sorry that was my bad, what I meant by pending was that, the "being fulfilled" status STEPHEN: They have NEVER moved this fast.The order came through aat 3:49 on Saturday. I immediately contacted Shopify out of concern to WHY this sale had been marked “medium risk of fraud”. As a partner of yours, and after I—your customer—followed your directions—I would think that this would negate anything having to do with Printful. They are your partner. Antonio L: Alright let me look into that STEPHEN: You can check with Sydnee C—she’s the one who told me how to do all of this. Antonio L: Thanks for that info, I'll take a look at your conversation with Syndee C. Antonio L: Still checking your account to see what best resolution I have for you, thanks for staying connected. I’ll be back in a bit Antonio L: I do apologize on behalf of my colleague, I've checked the previous chat with Syndee and it seems that she mentioned this issue was going to get escalated, so I'll try to reach out to Sydnee and see what the status is for this refund STEPHEN: I believe, the issue being escalated was an error msg from connecting my PayPal. I need to know that when I refund an order suspicious of fraud “says Shopify”, that Shopify has my back both with me AND partners. This is INSANE. Antonio L: Alright I understand, I'm still checking what I can do regarding this. Antonio L: I suggest that you can reach out to the customer for them to speak with their bank since the bank has the ability to refund this for them since on our end and on Printful's end this is already being fulfilled. Antonio L: I do understand that this may be a bit of a hassle but this just happens for the security of your account STEPHEN: Shopify told me this transaction was at risk of fraud. I followed Shopify’s instructions https://help.shopify.com/manual/payments/shopify-payments/fraud-prevention#search-email . All of them. The person who placed the order—from Kuwait—never answered their phone or email—they DO NOT EXIST! I did nothing wrong, in fact I did everything I was told to do. I suggest that SHOPIFY work this and ANY of these types of situations out with Printful. Printful has been a huge pain in the ass since the beginning…doing mediocre work and is completely inflexible with customer service. I had 3 out 10 orders returned of my 1st 10 sales…they blamed it on my files. I sent the SAME files to another printer and they cam eback BEAUTIFUL on THE SAME material. I ABSOLUTELY DO NOT accept this and would like to speak with your superior on the phone.