Managing customer requests (complaints) in GotPhoto

Table of contents

• Overview
• Video walkthrough
• Navigation
• Submitting a complaint
• Responding to a complaint
• Submitting a complaint on behalf of a customer
• The takeaway

Overview

Complaints are an inevitable part of business. GotPhoto’s complaints management feature helps restore trust and resolve issues efficiently. It centralizes order data, complaint history, and lab feedback to streamline resolution.

Video walkthrough

Watch the video below for a quick explanation on using the complaints feature:

Written instructions continue below.

Navigation

GotPhoto keeps all complaint details—from original order to resolution—in one place. This includes lab-related issues, which can be directly assigned to labs.

To view customer complaints, go to Orders → Requests.

Submitting a request

Customers can report a complaint from their order status page by clicking Report feedback/complaint.

This opens a screen where the customer must complete these steps:

1. Select the product(s) the complaint is about
2. Choose the reason(s) for the complaint
3. [Optional] Attach a file (e.g., a photo of the issue)
4. Enter detailed comments about the complaint

After sending, the complaint appears on their order page, marked as Open or Closed based on the response status.

Responding to a complaint

Photographers can respond by following these steps:

1. Go to the Orders page
2. Select the Requests tab
3. Click Open the order to view the complaint

In the order overview, click Edit feedback/complaint to respond. Consider these:

1. Update the complaint status (e.g., mark as Closed)
2. [Optional] Make your response visible to the customer
3. Enter your reply in the Comment field
4. [Optional] Add attachments as needed
5. Choose to reply or forward to another recipient

Your reply will be visible to permitted users instantly.

Submitting a complaint on behalf of a customer

If a client asks you to file a complaint on their behalf:

1. Gather complete details from the client
2. Log into GotPhoto, go to Orders, and open the client’s order
3. Click the red Send Request button
4. Fill out the form and click submit

The takeaway

Managing complaints efficiently reinforces customer trust. GotPhoto’s centralized complaints system helps teams resolve issues quickly and transparently—building long-term customer satisfaction.