Pic-Time offers 24/7 customer support for both you and your clients. We’re here to answer questions and help resolve any order issues.
To ensure refund requests are handled as you would like, simply set your preferences in your account settings. Our support team will take care of the rest.
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.
Whenever a refund is issued to a client, Pic-Time Support will notify the photographer.
Flexible
Clients may cancel their order and receive a full refund (from either Pic-Time or the photographer) if the request is made before the order goes into production. (Learn more about putting orders on Hold.)
If a client 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.)
Additional Policies:
If the issue is due to a fault by the lab or Pic-Time, we will always offer a free remake first. A refund is only given if the client declines 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.)
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 referred to the photographer to handle 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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