In January 2022, there will be some changes made to how cancelled orders are managed if using lab-fulfillment and/or theimagefile’s WorldPay account. From next year, you will no longer be able to edit or cancel any order once it has been completed online. This change will prevent you, the photographer, from having to manage changes and cancellations with your chosen lab as well as reduce wastage from unnecessary orders.
To avoid customer disappointment, we would highly recommend implementing proof delay as well as adding an FAQ to your website.
Proof delay allows you to “hold” your order from 1-28 days giving you the chance to review cropping, retouch files or simply upload your best hi-res originals. When an order is in proof delay you can review and change the crop and if necessary, replace originals. When done, you may “approve” the order and immediately send it for printing. However, if you take no action, the order will automatically be sent for printing after the specified number of days, so there’s no chance of anything being forgotten!
Note: Even if you have proof delay, you can still not cancel an order.
One great way to ensure that customers know exactly where they stand is by providing them with an FAQ page. You can create an FAQ page by using an accordion page.
Note: In line with industry practice, we will still not charge fees to process customer refunds through WorldPay (on your instruction) however, we will not refund the cost of goods from the lab. Even if you cancel the order, we cannot guarantee that the order will not be sent out by the lab to the end customer.