1

Where is Benny? @BennyHeretoHelp Please help your associates with this one.

I completed a print.

I informed the customer.

I shipped the print and posted photos and a tracking number.

I asked that the customer be refunded as the print was not up to my satisfaction.

And I get this… Punished for offering quality prints and refunds?

Everytime my hub or printer gets taken offline my dashboard breaks, I cannot change prices, printers or anything else. So, offering a satisfaction guarantee or refunds is now punishable by losing access to my own hub?

"

Your printer has been taken offline 1 hour 8 min ago

A customer recently placed an order at your Hub, you declined and indicated that your printer is unavailable. To prevent this from happening to future customers we’ve taken the printer in question offline."

Insert Grr noises and inappropriate language here.

Also the new order view page broke the range buttons.

2

I’m confused… If the print was not up to your satisfaction, why did you ship it in the first place?

3

I dislike trashing prints as many customers can still use them. I just send them out and refund either partial or full payment to the customer.

The issue was actually that I couldn’t print the model on the selected printer and the ones that can print it are booked for 2-3 weeks.

4

Hi Jonah,

I’m sorry for your frustration with our refund system in place. Allow me to clear some things up so that they make more sense.

The reason your printer was taken offline is most likely because the reason for the cancellation/refund request was that your printer was unable to handle the print and was marked as ‘unavailable’ as reason for the cancellation. Your printer would not always be taken offline when cancelling and refunding orders, it’s highly dependent on the reason of cancelling.

As I mentioned in our previous correspondence via E-mail, all full refunds are automatically cancellations on the 3D Hubs platform because of the way our internal payout system works. Only way to turn them into completed orders instead, is only offering a partial refund to the customer.

Hope that has cleared some more things up for you, and for whoever else is curious about these matters. Please do let me know if there is anything else that I can clear up.

Thank you.

Best,

Benny

5

The best thing is to not accept an order that the customer will not be satisfied with. This hurts your hub rankings the least.

6

Lol. Yes, I have over 100 orders completed so I’m well aware of this. Turns out you have to refund all but $1.00 and then you can refund the $1 separately out of band. Otherwise the order will be cancelled vs refunded. I can print the order, I just cannot print it in the next few weeks on the printers capable of printing it and cannot print it on the printer the customer placed the order on. No big deal. The customer gets free prints and I know more limitations on my lower end printers. I pay for material and shipping out of pocket.

7

Sorry, I was not being sarcastic or mean. It was a legitimate suggestion.

Another approach is to recommend another 3dhub, which also does not hurt your ranking.

PS, You have a great hub!

8

I think in the future I just need to send all support requests to Benny.