Order Refund Policy

If a client requests an order refund, you can set up automatic preferences in your account settings, allowing our support team to respond according to your chosen setting.

Pass provides customer support for both you and your clients, handling any questions and resolving order issues.

Selecting a Refund Policy

1. Go to your Settings from the Main Dashboard.
2. Under Store Settings, select your Support Preferences from the dropdown.
   
   
   
   

Refund Policies

• If the photographer is the payment collector, Pass Support will notify them, and the photographer will be responsible for processing the refund.
• Any refunds processed by Pass will impact the photographer’s profit payout.
• Pass Support will inform the photographer whenever a refund is issued to their client.

Flexible

• Clients can request to cancel their order and receive a full refund from the payment collector (either Pass or the photographer) as long as the request is made before the order enters production.
• If clients forget to apply a valid coupon before placing their order, the payment collector (Pass or the photographer) will refund the discount amount.
• Clients are entitled to a full refund if they are dissatisfied with their order and choose not to accept a remake.

Additional Policies:

• If the issue is caused by the lab or Pass, we will always recommend a free remake to clients. A refund will only be processed if the client declines the remake.
• When a refund is issued due to a lab or Pass error, Pass will cover the production costs, but the photographer will still lose their profit payout.
• If the refund is due to an error by the client or photographer, the photographer will be responsible for both the production cost and the loss of their profit payout.
• In cases where the photographer is the payment collector and a client requests a refund, Pass Support will reimburse the production cost to the photographer, and the photographer will be notified to issue the client’s refund directly.

Moderate

• Clients can cancel their order and receive a full refund from the payment collector (Pass or the photographer), provided the request is made before the order enters production.
• If a client forgets to apply a valid coupon when placing their order, the payment collector (Pass or the photographer) will refund the discount amount.

Strict

• No cancellations or refunds will be processed without the photographer’s approval.
• Clients will be referred to the photographer to resolve the issue directly.
  
  

Still have questions? No worries, our Support team is happy to help!