Embedded Files
Proofing Roadblocks
Proofing Roadblocks
Proofing Exceptions
Proofing Exceptions
What is a proofing exception? In a nutshell, it’s when you can’t proceed with proofing as is. You need some kind of assistance to proceed with the proof. If you ever come across an unfamiliar situation while proofing and are unsure of how to proceed, consult your Team Lead!
Five basic categories of proofing exceptions:
QC Note Scenarios
Basic Exceptions
Bugs
Outside Assistance Needed
Escalations
The Partner Hotlist
The Partner Hotlist
Why:
Not all proofs will flow happily through MBO. There will be times when a customer has a request or there is a technical issue that you will not be able to resolve on your own.
When:
You come across an issue that you or your Lead cannot handle alone.
What: The Partner Hotlist is a doc for escalated issues from the Partner teams. Your team has your own respective hotlist doc to fill out. Every day, a DST member is assigned to the Partner Hotlists to ensure all orders listed can get moving again as soon as possible.
Common Escalations for the Partner Hotlist Include
Support in hotlisting an issue to the Customer Service team.
The customer requests something that involves making financial adjustment(s).
Support on clarifying instructions or writing a QC note.
Re-routing the order to another team, such as DST or Emerald.
Tech issues.
Category 1: QC Note Scenarios
Category 1: QC Note Scenarios
These are common proofing scenarios where the QC will simply need to leave a note to the customer, no outside assistance necessary.
Examples
The customer’s photo is low resolution, has a quality concern, or otherwise may not print well. (see next slide)
The customer wants to change the foil color after seeing a proofing round.
The customer removes all of the original design elements and just wants to print their image.
Stock text.
General Solution
Proof as is or reupload the previous round. The QC will leave a note for the customer. If the issue isn’t obvious, please let the QC know about it in a note.
*For this concern, remove the stock text before creating your proofing round.
Low Quality Photos
If a photo is below 180ppi, we should let the customer know through a QC note. This will help the customer understand what to expect with the finished printed product.
Missing Content
Missing Content
Always check for stock text by comparing content between the original preview and the customer preview. If the content is exactly the same, you need to leave an internal message to the QC to address this concern within their note to the customer.
Category 2: Basic Exceptions
Category 2: Basic Exceptions
These are common scenarios where you’ll need Lead assistance to proceed.
Examples
The customer repurposed a card and the DA isn't skilled up for the product kind.
The order notes or design requests mention CDR, Custom SKU form, or a consultant.
There’s an orange bar at top of proof that mention VIP Silver or Platinum.
The order notes mention mock order or training order.
The customer requests a backer for their card.*
General Solution
Reach out to a lead so they can to retarget the proof and release you to pick up a new one.
*For this concern a lead will need to compute the backer fee for you, including any discounts. The QC will then leave a note for the customer.
Category 3: Bugs
Category 3: Bugs
Examples
This includes tech issues, especially concerning MBO.
There are multiple WTPs, and it's impossible to upload files.
Postcard RCP textbox doesn’t generate after the customer added RCP.
Upload button missing (Upload Button Bug).
There are duplicates of the item ordered (Duplicate Item Bug).
General Solution
Reach out to a Lead. The Lead will put the order on hold and on the hotlist so the Bug Team can get the issue fixed. Your lead will file a bug report. You’ll be able to pick up a new proof.
Category 3: Bugs (continued)
Category 3: Bugs (continued)
Examples
These bugs can be fixed by DAs in the proofing round and don’t need to be placed on hold or on the hotlist..
WTP text attributes on BOC do not match CP (leading, tracking, etc)
WTP photo frame is missing on BOC (generates on background layer)
WTP watercolor asset (BOC) does not match Customer Preview
There is a typo in the Minted stock text
Guides are missing from the WTP files
Stroke color does not match the fill color
General Solution
Reach out to a Lead, who will need to file a bug report. You can fix the issue in the current proofing round.
Category 4: Outside Assistance Needed
Category 4: Outside Assistance Needed
These are the most common scenarios where you’ll need some kind of outside assistance to proceed.
Examples
The customer mentions that they sent a photo or file to Customer Service (see next slide).
Customer contact is needed and the order will be escalated to the domestic CS team.
The customer requests something that involves making a financial adjustment.
Support on clarifying instructions or writing a QC note.
The customer rejects and still wants to change the foil color after receiving the QC note.
The order has gone through excessive rounds (more than 6 or 7).
The customer wants to cancel their order.
General Solution
Reach out to a Lead. The Lead will put the order on hold and on the hotlist so DST or CS can assist.
Excessive Rounds / Clarification / “Escalation”
Excessive Rounds / Clarification / “Escalation”
If an order goes through multiple proofing rounds (5 or more) due to customer rejections, or the customer would like to speak with a designer, it's always a good idea to bring it to your lead's attention. Your lead can then help identify the issue or send the order to the Design Service team for service recovery. Otherwise, an order might go through too many proofing rounds, wasting time on all ends.
If your lead instructs you to move forward with proofing as usual
In the note to the customer, the QC should mention concern for multiple proof rounds and suggest the order be handled by a Design Service Specialist if the customer has any additional concerns.
The QC should never inform the customer that a specialist or consultant will reach out. It is up to the Design Service team and Emerald to determine if the issue should be addressed by email, phone, or screen share.
Category 5: Escalations
Category 5: Escalations
These are sensitive proofing scenarios that need special attention to ensure a good customer experience. Escalation to Oakland is required for assistance.
Examples
Frustrated or unhappy customers. (you can get an idea of the customer’s mood from their annotations or design requests)
The customer mentions that they would like to speak with the designer by phone.
General Solution
Reach out to a Lead. The Lead will put the order on hold and on the hotlist so DST or CS can assist.
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