Request changes on a delivery
Ask for corrections or adjustments on delivered files, marked directly on the images so nothing is lost in translation.
All plans
4 min read
Before you start
Pick the request type that matches your situation:
Complaint means we made a mistake: the delivery doesn’t meet our service level agreement (SLA) for what you ordered or instructed. A correction from a Complaint is free.
Change means the delivery is as ordered, but you want something adjusted or added. A Change that isn’t covered by the original SLA is charged as a Correction.
Choosing the right type routes your request correctly and speeds up the response.
Note
Orders paid with your trial allowance can’t be corrected. You can still leave feedback on them, and our team uses it to help you choose the right product. See Your free trial.
Request changes
1
In the Order overview, find the order and select Leave feedback.
2
Select the request type: Complaint or Change.
3
Select the area box or the arrow tool at the top right of the image, mark the spot, and write what you need in the box that appears.
Mark the spot on the image and write what you need.
1
Select the next image from the thumbnails below and repeat. A number on a thumbnail shows how many comments it has, and Show only images with feedback filters the list.
2
Use the General feedback field for instructions that apply to several images or the whole order.
3
Select Browse next to Attach files if a reference file explains it better, then select Submit.
Add general feedback and reference files, then select Submit.
Feedback also works on PDF files and videos. See Leave feedback on a PDF and Leave feedback on a video.
What happens next
A correction line is created automatically under the same order reference, keeping the original Esoft Batch ID, so the full history of the property stays in one place. You receive a delivery email when the corrected files are ready, and they appear next to the originals so you can compare them. The turnaround for corrections is in the product details of the Correction product.
If a correction can’t fix the problem, contact Esoft support with the order reference and Esoft Batch ID.