What is Printify Connect?
Printify Connect is a free feature included with Printify Premium that helps you manage post-delivery issues more efficiently. It lets your customers report problems directly through an unbranded page, so resolutions happen faster without routing everything through you first.
How does Printify Connect work?
Once an order is delivered, Printify automatically sends an unbranded email asking the customer to rate their order. Neither the email nor the Printify Connect page references Printify anywhere.
If something's wrong with the order, the customer can report it directly to our Support Team and request a free reprint or refund. A reprint is the default resolution when the customer doesn't indicate a preference. Our team evaluates each request and lets you know the outcome.
How do I set up Printify Connect for my store?
Enable it in your store settings: check Enable Printify Connect and click Save. You need to enable it separately for each store. See How can I set up Printify Connect for my store for setup steps.
What will the Printify Connect email look like?
The post-delivery email has a simple design with no reference to Printify. We send it from customer@trackorder.site with your store name in the sender information. If necessary, you can quickly change your store name on the Settings page of each store.
We also use the product names and mockup images you’ve set in the My Products page. Please double-check to make sure they’re correct.
What will the Printify Connect website look like?
The page keeps the same simple, unbranded design, with your store's name shown in the top-right corner. Customers see order details for each line item, along with a button to leave a review or request a reprint or refund if necessary.
How will I know if a reprint or refund has been approved?
We’ll send you an email letting you know we received a report for a specific problem. Our team will inform you of the final decision. Afterward, you can update your customer on what’s happening. Our team will default to a reprint as the preferred resolution if no preference was indicated by the customer. In case of a refund request, we’ll contact you before proceeding.
Our Support Team doesn’t communicate with your customers, so you will need to inform them of the support request outcome. If the information submitted by your customer is not correct, we’ll provide you with full details so you can take over with confidence.
What happens when a customer submits a review?
When leaving a review, customers can rate the products they received on a scale of 1 to 5:
- For ratings of 1 to 3, we will ask about any issues with the order. Customers can report these issues, and the reviews will then be sent to our Support Team for investigation.
- For ratings of 4 or 5, we will ask for details on what they liked about the order.
All customer reviews are visible under Orders → Customer Reviews. Reviews are currently read-only.
What if my customer contacts me directly instead of using the email?
You can copy and send the link to Printify Connect from the Orders page. We’ll take care of the rest. It’s that simple.
How will orders with both Printify and non-Printify items be handled?
Printify Connect will only show orders fulfilled by Printify. Ready for Printify Connect? Start now.