[Canva Print] Wrong item received

When to use this page	Identifying and resolving issues where users received someone else’s order, received their order along with someone else’s, received a print order but didn’t place one, or received a print order sent as a gift.
Who can use this page	CHT SPECIALISTS VENDORS
Covered CHT category	PSP Error - Wrong Order Canva Error - File Upload Error Courier Error - Damaged

Main index

Overview

Wrong order refers to when a user receives a product that has a completely different design from what they ordered. In line with all the security initiatives that Canva is doing to protect our user's data and information, we’re tracking each case and also try to retrieve the wrong order for secured disposal. To compensate users, we issue a refund AND reprint.
* For US: Escalate to Print SEEs so we can send the user a return label.
* For non-US: Advise the user to dispose of the package securely.
[FOR CHAT SUPPORT] Due to the urgency of this issue, specialists may continue assisting users and process refunds and reprints.

Issue investigation

Step 1. Did the user actually receive a wrong order?
Wrong order refers to when a user receives a product that has a completely different design from what they ordered or a non-Canva Print item. Click the expands below for sample of a wrong order vs not a wrong order.
Wrong order Totally different doctype 1. User's design/proof: Baby announcement card What user received: Wedding invitation 2. User's design: Business card What user received: Real estate flyer
Same doctype 1. User's design/proof: Mug with picture of dog What user received: Mug with flowers design 2. User's design/proof: Business card of Tom Cruise What user received: Business card of Brad Pitt * This will not apply if the two designs are part of the same multi-sheet order. Normally, this is the case for companies purchasing business cards for employees in the same order. Some cards get duplicated in place of missing cards.
Non-Canva Print items The user received non-Canva print items.
Not a wrong order There are instances that a user would claim that they’ve received a wrong order but is referring to the specifications of the order (a case of change order details or user unsatisfied). 1. User's design/order: Photo of their cat, Size Small, Women's shirt What user received: Photo of their cat, Size Medium, Men's shirt 2. User's design/order: Shirt. Front, logo. Back, artwork What user received: Shirt. Reversed - Front, artwork. Back, logo 3. User's design/order: Shirt blue What user received: Red shirt (but same design as the order) 4. What user received: Not the design version they want

Yes	No
CHT SPECIALISTS Proceed to Step 2. VENDORS Escalate to CHT/Canva.	Refer to the appropriate KB for the next steps. * Change order details * User unsatisfied

Step 2. Did the user send a photo of the printout where the issue is visible?
Yes	No
Proceed to Step 3.	Ask the user to send a photo that shows the issue. MACRO General - Requesting photos from customer STATUS Pending

Step 3. Compare the prepress and print files. Do they match?
Yes	No
This is Partner Error. The partner packed or/and shipped someone else’s order. Proceed to the Partner Error tab.	This is Canva (Prepress) Error. The Prepress designer uploaded the wrong file before pushing the order to production. Proceed to the Canva Error tab.

FAQs

Changelogs

Sep 6, 2024 Updated reminders regarding delegation limit for refunds and reorder coupons

Aug 12, 2024 Updated Canva Error tab Step 2: Raise to Prepress via internal note to request a reprint.

Aug 2, 2024 * Updated Reprint/Refund reason for Wrong Item Received (Non-Canva Print Items) * Added Courier Error - Damaged in the *Covered CHT category*

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