Submit a complaint

There are several ways to submit a complaint in Photo Portal:

1. Refer the customer directly to Support

You can inform the customer to contact our support team directly. We will review the case, investigate the matter, and provide an appropriate solution.

2. Forward the Complaint yourself

Alternatively, you can contact us directly with the details of the customer’s complaint, and send us a message with all relevant information.

3. Submit a complaint via Order Management

You can also create a complaint in the Order management tool.
Enter the customer’s email address and order number. Both can be found in your Photo Portal within the Sales panel in the Order Management menu.
Once entered, click on Actions in the top right-hand corner, select Complaint, and fill in the required information.
Note: The customer will automatically be notified when a complaint is submitted this way.

Possible solutions for a complaint

Reproduction: If possible, we will reproduce the article, so the customer receives the order quickly and correctly.
Coupon: We can provide you with a coupon (including shipping costs), so you can re-order the product yourself. The advantage of this solution is that your profit from the original order remains unaffected.
Refund: Upon request, we can refund the amount for the disputed product directly to the customer. Note: Your profit will be reduced by the corresponding amount.

How to use a coupon for a complaint

1. Go to Saal Digital website and log into your account.
2. Within Products, select the product you wish to re-order.
3. Add the prepared project to your basket.
4. In the Redeem coupon field, enter the coupon code we sent you.
5. If needed, enter the customer’s delivery address.
6. Complete the order.