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FAQ: Ordering

How do I place orders?

The most popular way to place orders is by using our print API or Manual Order Form (known as “The MOF”).

Alternatively, we have a CSV import tool for clients unable to integrate with the full print API but who need to process large volumes of daily print on demand orders.

And we also have Mobile SDKs, print shop and photo books software, as well as automated integrations for Shopify and BigCommerce.

We also have a number of “How to” guides for step-by-step use of both the Manual Order Form and Shopify print on demand app.

What do your order statuses mean?

Open means that your order has been received.

In production means that your order has been allocated to a lab and is in the process of being worked on.

Shipped means that the order has been printed and shipped.

Why hasn’t my order been processed yet?

It can be frustrating if an order doesn’t ship when you expect it to and our customer support team will be happy to investigate if you have any concerns relating to order fulfilment. However, you may be able to find answers sooner amongst these common reasons for delays:

Variations in fulfilment times

Generally, our print on demand products take between 1 and 4 working days to print and ship, with the majority of “Global” products shipping within 48 hours. Working days does not include weekends, so if the order was placed on a Friday night, the clock doesn’t start until Monday morning. The same applies with public holidays.

Your billing card needs updating

If you have an outstanding payment, all of your orders will be placed on hold until the payment clears. We will attempt the charge again once every 24 hours. If you have not registered a valid credit card in the Prodigi app, your orders will not be processed until you do. You should be notified automatically by email in either of these scenarios. Since orders can only enter the fulfilment queue once payment has cleared, you’ll need to account for an additional 24 hours or more (depending on when the charge was finally successful).

Your Prodigi account isn’t properly linked

If you’ve recently requested a new password, or previously opened a Prodigi account (with Shopify or signing up via our website), you may need to re-enter your username and password in the app settings.

Is there a minimum number of sales I need to commit to?

No, there are no minimum orders and no monthly fees.

All of our products are printed on demand. So you only pay for **what you sell, when you sell it. **And whether you’re expecting to sell ten or ten thousand products per month, we still want you as a partner!

What if I (or my customer) want to cancel an order?

Once an order has been submitted it may not be possible to cancel it as some orders go straight into production.

However, in other cases there is an option to cancel orders on the Prodigi account dashboard. If the option is available to press then orders can be cancelled.

Please try this option first and if the option isn’t there contact support us as soon as possible - if the order has not yet been processed by the printer we may be able to stop it for you.

What rights do my customers have to cancel orders?

Prodigi is domiciled in the UK.

All European online retail platforms must adhere to the Consumer Contracts Regulations which came into force in the UK on 13 June 2014 (replacing the Distance Selling Regulations).

These regulations outline the various rights consumers have when it comes to cancelling orders which aren’t required. However, there are a number of exemptions to these rules and the types of product we create (and you, therefore, sell) fall under those items that you are unable to return once received, unless there is a defect with the product.

The circumstances where the Consumer Contracts Regulations won’t give you a right to cancel include perishable items, CDs, DVDs, pharmaceutical products and software if you’ve broken the seal on the wrapping. Exemptions are also made for tailor-made or pe_rsonalised items_. All print on demand products are tailor made, custom-made and bespoke to the end-consumers individual specifications and no order would exist unless a personalised commission was provided.

This means you may cancel your order at any stage, provided we have not initiated production for your order or dispatched the relevant products to you or your customer. To do this you must notify us in writing at the address above or by sending an email to support@prodigi.com.

Can I create borders when ordering with the manual order form?

Yes, our cropper feature allows you to create borders with the manual order form.

I’ve forgotten my password for the pwinty dashboard, how do I reset it?

Please go to: dashboard.prodigi.com/password-reset to reset your password.