Pic-Time offers 24/7 customer support for both you and your clients, answering any questions they may have and resolving order issues.
When your clients approach our customer support regarding an order refund, you can automatically select how you would like our support to respond in your account settings.
Selecting a Refund Policy
1. Go to your Settings from the Main Dashboard.
2. Under Store Settings, select your Support Preferences from the dropdown.
Refund Policies
If the photographer is the payment collector, Pic-Time Support will notify the photographer and the photographer will need to do the refund themselves.
Refunds by Pic-Time will always affect the photographer’s profit payout.
Pic-Time Support will notify the photographer if a refund has been issued to their client.
Flexible
Clients can have their order canceled and receive a full refund from the payment collector (Pic-Time or Photographer) if they make the request before the order goes into production. Learn more about putting orders on Hold here.
If clients forgot to apply a valid coupon before placing the order, the discount amount will be refunded by the payment collector (Pic-Time or Photographer).
Clients will receive a full refund if they are not happy with the order and refuse a remake. Learn more about specific Lab order policies here.
Additional Policies:
We will always recommend a free remake to clients if the fault is with the lab or Pic-Time, and only do the refund if clients refuse the remake.
If a refund was issued and the fault is with the lab or Pic-Time, Pic-Time will cover the production cost while the photographer will lose the profit payout.
If a refund was issued and the fault is with the client/photographer, the photographer will cover the production cost as well as lose their profit payout.
If the photographer is collecting payment and the client wants a refund, then Pic-Time support will refund the production cost to the photographer, and notify the photographer to refund the client directly.
Moderate
Clients can have their order canceled and receive a full refund from the payment collector (Pic-Time or Photographer) if they make the request before the order goes into production. Learn more about putting orders on Hold here.
If clients forgot to apply a valid coupon before placing the order, the discount amount will be refunded by the payment collector (Pic-Time or Photographer).
Strict
No cancellations and refunds will be done without the photographer's approval.
Clients will be directed to the photographer to resolve the issue directly.
Flexible | Moderate | Strict |
Clients can have orders canceled and receive a full refund from the payment collector if they make the request before order goes into production | Clients can have orders canceled and receive a full refund from the payment collector if they make the request before order goes into production | No cancellations and refunds will be done without the photographer's approval. |
If clients forgot to apply a valid coupon before placing the order, the discount amount will be refunded by the payment collector. | If the clients forgot to apply a valid coupon before placing the order, the discount amount will be refunded by the payment collector | Client's will be directed to the photographer to resolve the issue directly. |
Clients will receive a full refund if they are not happy with the order and refuse a remake |
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Additional Policies (See above) |
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