What is a Quality Concern?

Quality issues are our Partners way of conveying customer complaints about an end product, and getting a resolution to the customer's satisfaction.

When a Partner creates a Quality Claim, their concern if sent directly to the Production Hub Department or Works Maker that produces the product.

Viewing a quality concern

Click the link in the email and you'll be taken to the Issue reported page, where you will see the product specification.

Further down the page you will see the graphic files submitted by the Partner.

The outcome the Partner has requested is shown in the first speech bubble along with details of the issue.

To reply to the Partner select send message and then enter your response. You can also upload attachments, if required, at this stage or request images or further information.

Your response will appear as a new speech bubble in an ongoing conversation.

Once your investigation is complete, using only the rebate field, select the relevant outcome:

• Network Partner Reprint / Resolution (NPR)
• No Rebate Awarded (NAR)
• Feedback Only (FBK)

Once done select Resolve and Close