How to log a Problem Report

Mixam is always here to help you and offer practical advice. Find out what you can do to help us resolve your print issues here.

 

Before logging an issue

We recommend you check every print or spot-check your copies from all packages as soon as they arrive. 

You should also revisit your online order to ensure your print specifications and artwork match what you see on your screen.

 

The process

Please make any claims for damages, delay or partial loss in transit within 5 days of delivery. If your concern is about the quality or quantity of the goods, please log a Problem Report within 10 working days upon receiving the goods. We aim to be as flexible as possible, so please contact us as we may be able to assist. 

If you believe there is still an issue with your order, or you're dissatisfied with your physical prints, please complete the following steps:

 

Step 1: Log in to your Mixam account.

 

Step 2: In your Orders section - click the red Problem with order? button under the relevant order.

 

Step 3: You'll see a form on your screen asking you to describe the issue (right). Firstly, under Please describe the problem, select the option that best describes your situation from the drop-down menu.

 

Step 4: Under the Copies affected (required): section, enter the total number of copies affected by the issue(s) you outlined in the previous section. We may ask you to return more than 15-20 copies for large quantity orders or specific problems for further investigation, but our Care Team will confirm this after you've logged a Problem Report. We also accept files via WeTransfer and Dropbox if this is more convenient or if your files are too large.

 

Step 5: In the Comments (required): section, please include the following details:

  • A brief overview of the issue
  • The total quantity of copies affected.
  • Any specific page numbers we need to check
  • If damage has occurred, please include images clearly showing the address labels on the packages and any damaged packaging. Please keep hold of the damaged copies and packaging until we let you know you can recycle them.

 

Step 6: Under the I would like to section, select the option to indicate how you would like us to resolve the issue(s). A circle will appear around the option you choose.

 

Step 7: In the Attach photo(s): section, upload photographs or videos that clearly show the issue(s). If multiple copies are affected, please capture all, or at least 15-20 in the same shot, and not photographs of individual copies.

 

What happens next?

Once you log a Problem Report, please help us by not sending follow-up emails about the same issue. Our Care and Resolutions Team will aim to get back to you within 1-2 working days, but this can take longer if your case is complex or you log a report during peak season. 

Our team works through new Problem Reports (and subsequent emails) chronologically. We will respond to you as quickly as possible, and we appreciate your patience and understanding while we conduct our investigations.

We'll respond to you via email, but please check your Spam and Junk folders, as emails can land there. You can also check the Messages section in your Mixam account, as our correspondence will also be visible there. 

In the meantime, you can view your orders, delivery details and billing information on your account on our website. You can also find more helpful information on our Support pages.