Correcting Common Fulfillment Problems

My customer didn't get their digital comp copy.

When sending out a large comp copy mailing, it is possible not every customer will get an e-mail from our server due to spam filtering. When updating your customers on the delivery of their digital rewards, notify them shortly after sending your mailings to ensure customers are informed and checking their inbox. 

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We’ve sent out all digital rewards through DriveThruRPG. You should have received an email with instructions for claiming your reward. If you have not, please check your spam folder. 

If you still have not received an email and you have a DriveThruRPG account (under the email you provided us with your backer pledge), then visit this page on DriveThruRPG: https://www.drivethrurpg.com/account_notification_inbox.php

You'll find a free download link in your DriveThruRPG inbox there.

If you still have not received an email and you do not have a DriveThruRPG account yet, please contact us. We have a log of everyone’s unique download code.

My customer received a damaged print on demand book.

If the customer receives a damaged book, we are happy to replace it. 

We will need:

  1.  Order #
  2. The address of the customer
  3. The Batch ID # (this number is found on the second to last page on the bottom left corner) 
  4. Pictures of the damaged book(s).

The customer can contact Customer Service to issue a replacement copy here.

My customer didn't receive their physical book/cards and their address is incorrect.

DriveThru is not responsible for replacing print-on-demand books or cards if the customer's address is given incorrectly. Please make sure to double- (and triple!) check addresses with your backers, or you will be responsible for paying for replacements.

We will, however, replace books/cards that did not make it to the address entered, that are damaged, or  that are printed incorrectly. 

My customer didn't receive their physical book and their address is correct.

We ask that your customer waits at least 45 days from the time the order was placed (or 60 days if the order was to be shipped to Australia) before contacting us. Our printer will not issue a replacement until 45 days (or 60 for Australia) have passed. Shipping and printing delays occur for a variety of reasons.

Once sufficient time has passed, we need the following information:

  1. The order number, and 
  2. The email and mailing addresses of the customer (to confirm we are sending it to the right place). 

You can contact Customer Service to issue a replacement copy here.

My book has some errors but I already sent out the print on demand comp copies. Can I upload a new version for them to receive instead?

Print on demand orders begin processing the same day you submit them, so unfortunately we cannot cancel them. Contact Partner Relations by submitting a request through our webform for any inquiries regarding your updated print files.

I put in the wrong address for a customer.

DriveThru is not responsible for replacing print on demand books or cards if the customer's address is typed incorrectly. Please make sure to double-check addresses with your backers or replacements will be at the cost of the publisher.

We will, however, replace books that did not make it to the address entered, are damaged, or are printed incorrectly. 

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