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Refunds & replacements

How to request a refund or replacement, and which refunds PrintPort handles.

5 min read

PrintPort3D has a single refund action, and it does one specific thing: it asks our team to refund the make cost charged to your card. It never touches your customer’s payment, which stays on your own store. This page explains who refunds whom, and when.

Overview

Open any order in your Orders book and you will find a Request refund button in the drawer footer. It files a request; it does not issue an instant refund. Selecting it opens a confirmation dialog, and confirming submits the request for a PrintPort admin to review.

You do not choose an amount or a refund type. There is no full-versus-partial option, no dollar field, and no reason picker on this path. You are flagging the order and asking our team to review it. The confirmation dialog states what will happen:

What the confirmation dialog says

“Requests a refund of up to $X back to your card. Our team reviews it, and the order closes out once approved.” $X is the make cost charged for this order, which is the most that can be returned.

Because a person reviews every request, a refund is never immediate. You are opening a conversation, not moving money yourself.

What PrintPort refunds

A sale moves money in two directions, and refunds follow the same two directions. Keeping them separate is what matters most here.

Two refunds, in two places. PrintPort only refunds its own charge to you.

The refundHandled whereWhat moves
PrintPort → youThe Request refund button in the order drawerThe make cost charged to your saved card, back to that card
You → your customerYour own store (Shopify, Etsy, and so on)Your customer’s payment, which PrintPort never touches
  • PrintPort → you
    Handled where
    The Request refund button in the order drawer
    What moves
    The make cost charged to your saved card, back to that card
  • You → your customer
    Handled where
    Your own store (Shopify, Etsy, and so on)
    What moves
    Your customer’s payment, which PrintPort never touches

The money model determines this. Your customer paid you through your store, and PrintPort charged you the make cost to produce the order. There is no payout or wallet in between. To refund your buyer, use your store’s dashboard; PrintPort cannot do it. To recover the make cost you were billed, use the Request refund button.

Example: a warped print

A customer’s piece arrives warped. In your store, you refund the price they paid you, say $27.99, because that was your money in your account. Separately, you open the order in PrintPort, select Request refund, and ask our team to return the make cost charged to your card, say $6.10. These are two different refunds, in two different places, for two different amounts. Figures here are illustrative.

Custom orders work differently

On a custom order, the full total was prepaid at checkout — normally by you — and your saved card was never charged, so there is no make-cost charge of yours to refund. The drawer indicates this. For any problem with a custom order, use Support (see below).

Requesting a refund

  1. 1

    Open the order

    Go to Orders and click the order’s row to open its drawer.
  2. 2

    Find Request refund in the footer

    Scroll to the bottom of the drawer. If the button is present, the order is eligible. See the eligibility note below.
  3. 3

    Confirm the request

    Selecting the button opens the confirmation dialog with the “up to $X” line. Review it, then confirm to file the request, or cancel to back out. Nothing is submitted until you confirm.
  4. 4

    Wait for review

    The footer switches to Refund/replacement request pending review and the button is removed. Our team handles it from there.

When the button is available

Request refund appears only when the order has been paid (or partially paid), has not closed out, and has no request already pending. Delivered, refunded, and cancelled orders hide it. You can file one request per order; while a request is pending, the button is unavailable.

After you submit a request

A request creates a record for our team; it does not move any money on its own. An admin reviews it, decides the outcome, and the order closes out once it is approved. Until then the order carries Refund/Replacement requested, so you can always find it.

When your customer is the one requesting a refund or replacement, the order shows a action-required banner reading “Your customer requested a refund or replacement.” That case is not a self-serve button; it routes to Support, where the team determines what happens next.

Reprints for failed prints

You do not request a reprint. PrintPort handles failed prints automatically. If a print fails while we are making it, we remake it at no extra charge. The order shows Reprinting and requires no action from you. You are never billed for a failed print, and there is no button to press.

A defect your customer notices after delivery is different, because there is no in-app reship control for that case. Use Support (below), and the team will determine whether a refund or a replacement is the right resolution.

Delivery, address, and quality problems

Refunds are the only money action you can trigger yourself. Every other issue that can affect an order, such as a package that did not arrive, a wrong or incomplete address, a quality complaint, or a customer’s replacement request, is not self-serve. On those orders the drawer shows Get help with this instead of a fix button, and it opens a Support handoff tied to that exact order.

There is no in-app edit-address, cancel, or reship control, by design, because those decisions run through a person. See Fix order problems for a full map of which issues you can act on and which route to Support, and Getting support for every way to reach the team, including support@printport3d.com.

Next steps

How you get paidThe money model in full, including why PrintPort charges your card and never pays you out.Getting supportEvery way to reach a person or the AI assistant when an order needs more than a button.Fix order problemsDeclined cards, unmatched SKUs, and bad addresses: what is yours to fix and what is not.Order statusesEvery status label, including “Refund requested” and “Reprinting,” explained.