JetPrint: Print On Demand

When things work, they’re great (as you would expect any business to be). The problems arise when things go wrong. We’ve done literally thousands of orders over the last few years with JetPrint largely without issue and would be happy to have given them 4 stars. But over the last 6-8 weeks the service has become extremely poor for seemingly easy to fix matters, costing us financially and reputation wise and forcing us to now begin to send our orders elsewhere to be fulfilled.

Most of the recent issues can be traced back to the JetPrint app and involve shipping addresses and how JetPrint label packages (or how they send the data to create the label).

ISSUE 1: Company Name.
If your customer shipping address includes a company name, for Shopify stores, JetPrint app will not obtain the company name from Shopify to use in the shipping address. This proves and issue for some addresses do not have a street number and rely on a house/property or Company name (our most recent examples have been in the UK).
For example, the last mile carrier will have “Jones St, Bath BA1 0SE, UK” as the entire shipping address . Where in Jones st? who knows…. (well we would know if the name of the company was on the shipping label as the driver could then see the 10 ft sign in front of the buildings with the same company name). A month later and our customer is still without their order and we’ve had multiple of these.
JetPrint advised that to include the company name as part of the shipping address automatically is not possible as it is “limited by Shopify” and “Shopify can't sync directly to JetPrint if it doesn't add this option” . However, this is false. Shopify CAN provide that information, however the problem is the JetPrint app does not fetch/request the company name when obtaining the shipping details.
https://shopify.dev/docs/api/admin-rest/2024-10/resources/fulfillmentorder#resource-object

ISSUE 2: Apartment/Unit Numbers
This may just be an issue for Australian addresses. Recent example, customer provide address as per the Shopify address fields ie:
Address 1 (house number and street name/type) : 23 Smith Road
Address 2 (Apartment/Suite ): 7
Suburb, State, Postcode.: Sydney, NSW , 2000

These fields are replicated in JetPrint App.
However, when the label is created, instead of showing the address as what would be considered the usual address convention for Australia which in this example would be:
7/23 Smith Road, Sydney, NSW,
(Or even
23 Smith Road,
Apt 7
Sydney, NSW)

JetPrint creates the label as “23 Smith Road 7 Sydney NSW” causing confusion and failed deliveries from the carrier “Address not found/incorrect address” .
When we spoke with the carrier they said they only had received the house number 23 (and no apartment number).
When we raised this with JetPrint, the initial response was” the carrier was not sure if it was house number 23 or 7.”
When we asked JetPrint again, they said “This situation may occur because the customer is not at home when the local carrier delivers to the local place “ - The cusotmer works from home and was awaiting this delivery and monitoring the tracking.

The best bit was the final reply we had when JetPrint advised “We suggest the customer choose other addresses, famous ones that are easy to find, or the address of your home.”....So yeah, tell your customer to choose a more famous address., Or better yet, use yours (I assume we would then have to post it to the customer once we received it lol! )

ISSUE 3: JetPrint App Chat support
Unable to create new chats for new issues. This has been raised weeks ago and still not fixed. Do you know how hard it its to sort through a chat looking for a particular issue? Such a colossal waste of time. JetPrint advised on their Facebook page that it was disabled to prevent bots creating new chats. Surely there are alternatives then disabling the new chat feature? You know, like only allowing your registered sellers create new chats? Especially after weeks of this how have you not found a solution?

ISSUE 4: GPSR
Have asked for details on GPSR (General Product Safety Regulation) for orders to the EU/Northern Ireland which came into effect on Dec 13 and have been advised “marketing are looking into it”. Its almost a month overdue and they’re only “looking into it”. Stores can be shut down by the host (Shopify/Etsy) etc if we do not comply.

JetPrint – do better. I’d love to go back to mid-November when you provided your sellers some support given the thousands of orders we put through.

The shoe customization options are impressive, with an extensive variety to choose from. The design possibilities are exciting, and I appreciate the creative freedom offered. Unfortunately, there's no feature to save works in progress, which is frustrating when creating complex designs. The app's stability issues are also concerning — frequent freezes force users to restart their design process from scratch, wasting time and effort.

One of the best customer services I've experienced in any of the business I've dealt with, Lisa was very quick and very knowledgeable. Made my whole experience at Jet Print an incredible experience. Their app and system is very friendly user as well.