Handling Order Issues
What to do when something goes wrong. Quick fixes for common problems.
SKU not found
This happens when an order comes in with a SKU that doesn't match any product in your PrintPort3D catalog.
Why this happens
- • SKU in your store doesn't exactly match the SKU in PrintPort3D
- • Product was created in your store but not in PrintPort3D
- • Typo in either the store SKU or PrintPort3D SKU
- • SKU was changed after product was created
How to fix
Find the order
Go to Orders and locate the order showing "SKU Not Found" status.
Check the SKU
Click on the order to see exactly which SKU came through from your store.
Match or create
Either:
- • Update your product in PrintPort3D to use the matching SKU
- • Create a new product with the correct SKU
- • Fix the SKU in your store to match PrintPort3D
Retry the order
Once SKUs match, click "Retry" on the order. It will automatically reprocess.
Prevent future issues
Payment failed
Your card was declined when we tried to charge for a fulfilled order.
Common causes
- • Insufficient funds
- • Card expired
- • Card flagged for unusual activity
- • Bank declined the transaction
How to fix
Check your email
We send an email with details about the failed payment.
Update payment method
Go to Settings → Billing and either update your existing card or add a new one.
Automatic retry
We'll automatically retry the charge. Orders resume once payment succeeds.
48-hour window
Print failed
Occasionally a print doesn't come out right. Here's what happens and what you can do.
Automatic retry
Failed prints are automatically queued for a retry. You don't need to do anything unless the retry also fails.
Multiple failures
If a print fails twice, we'll reach out to discuss the issue. It may be a file problem that needs fixing.
No charge for failed prints
You're never charged for prints that don't ship. If we can't fulfill an order, you're not billed.
File issues
Shipping issues
What to do when packages go astray.
Package not moving
Tracking hasn't updated in several days. This can happen during carrier delays or when a package is stuck in sorting. Wait 5-7 days before escalating.
Wrong address
Package is being returned due to bad address. Contact your customer to verify address and we'll reship once it returns to us.
Lost package
If tracking shows no movement for 14+ days (domestic) or 30+ days (international), contact support. We'll file a claim and reship at no cost to you.
Customer complaints
How to handle common customer issues professionally.
"Where's my order?"
Most common question. Direct them to tracking first, then check order status in your dashboard if they need more info.
"My item arrived damaged"
Ask for photos. If damage is confirmed, submit a support ticket with the images and we'll arrange a replacement at no cost.
"Wrong item / quality issues"
Get details and photos. Contact PrintPort3D support with the order number and we'll investigate. Replacements or refunds are handled case by case.
"I want a refund"
Refund policies are yours to set. If you refund a customer, you can request a credit through PrintPort3D support for legitimate issues on our end.
Respond quickly
Getting help
When you need PrintPort3D support to step in.
Contact support for:
- • Repeated print failures after retry
- • Lost packages (14+ days no tracking update)
- • Damaged items requiring replacement
- • Billing disputes or credit requests
- • Technical issues with the platform
Dashboard support
Click the Help button in your dashboard to submit a ticket. Include order numbers and screenshots when relevant.
Response time
We typically respond within 24 hours on business days. Urgent issues (payment problems, fulfillment blockers) are prioritized.