Refunds for unacceptable printing output

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In-person/phone support

Credit for damaged or unprinted output is available upon request at most STC locations. As soon as possible after your loss, contact a consultant. If you are at IUB or IUPUI, contact a TCC consultant. At all other campuses, contact your campus Support Center. Refunds cannot be issued after the semester ends.

If you are requesting a refund, be sure to make the request within 24 hours of the print job you are disputing. If the job falls outside of this 24 hour period or the transaction is costly enough, a TCC consultant will escalate your ticket further to address your situation.

Refund request information

For print jobs that occurred within the last 24 hours, refunds may be available for pages that are unacceptable due to printer or system error, system failure, or poor print quality. For example:

  • Unacceptable output due to low toner
  • Smudges on your printouts
  • Wrinkles in your pages
  • Incomplete print jobs due to system-generated errors or jobs cancelled at the printer

UITS cannot offer refunds for mistakes or output you did not expect, for example:

  • Color mismatching
  • Improper formatting
  • Print jobs taken by other people before you retrieve them from the printer
  • Jobs printed accidently or with too many pages
  • Multiple copies printed by mistake

If your files repeatedly fail to print, UITS recommends the following print method:

  1. Log into an STC Windows machine.
  2. Download and/or convert your file to PDF format using Adobe Acrobat.
  3. Open your PDF file in Adobe Acrobat.
  4. Select File > Print, and then choose IU_BW or IU_Color.
    Note:
    You will be printing directly through Adobe Acrobat instead of IU's mobile print service.
  5. Ensure your paper size is set to Letter (8.5" x 11") or Tabloid (11" x 17"). If you are printing in tabloid size, you can do so at any of the locations listed in About tabloid printing at IU.
  6. For "Page Sizing & Handling", choose either Fit or Shrink Oversized Pages.
  7. If your file contains a large page count, change the "Pages to Print" section from All to Pages. Enter a page range of 1-25, and continue a page range maximum of 25 until you reach the end of your document.
  8. Your document should be ready. Select Print.

If your print job still fails, visit your campus Support Center walk-in location for assistance.

Note:
If a refund is issued, the consultant must retain the unacceptable pages whenever possible.

This is document ahpp in the Knowledge Base.
Last modified on 2022-06-14 16:21:39.