If the customer feels there is an issue with the order they received, they have 7 days to indicate it. Through the order page they are able to “Raise a Dispute” which will prompt them to fill out a form that asks the customer a number of questions to clarify what the issues are, requires them to upload photos proving their claim and asks them to indicate their preferred outcome.
Once the form is submitted, a 3D Hubs admin is notified and will compare the submitted photographs to the one the Manufacturing Partner took before shipping out the order. (This is why it’s critical that the Manufacturing Partner takes high resolution well lit photographs of all the parts from multiple angles, for more information on this, please refer to our photograph guidelines.)
The 3D Hubs admin’s finding can result in:
In the case of a (partial) reprint, the order status will be put back into production and will follow the regular order flow.
In the case of a refund, the order will be cancelled and the Manufacturing Partner will not be able to invoice 3D Hubs.