Overview
The Division of the Chief Information Officer (DotCIO) will grant refunds for unusable print and plot jobs due to printer errors only.
Some examples of these errors include:
- Faded output due to low toner.
- A plotter running out paper in the middle of a plot job.
- Only a header sheet printing.
Color Bar: Color bars are, in general, optional. However, in order to be considered for a potential print refund due to color discrepancies on plotters, a color bar will be required. A color bar helps the Operations team determine if it is an issue with the plotters. Use the below article to assist you with setting up the color bar:
https://itssc.rpi.edu/hc/en-us/articles/29438029841421-Adding-the-Color-Bar-using-Adobe-Illustrator
Before reprinting: If your plot did not produce the expected outcome, you must request assistance from a Help Desk staff member located in the VCC before reprinting your document.
Procedures
To request a refund:
Go to the below link and fill out the online form. You will be emailed a ticket number. Add this ticket number to the DotCIO Print Refund Request Support Ticket stub/sticker available at the Help Desk or in the carousel and then place that sticker on your printout. Then leave the printout at the Help Desk to be reviewed.
Your refund request must be submitted within seven days of the date that the job was printed and you must include the printout. In addition, for regular printouts, you must include the cover page that printed with your printout.
When filling out the online form, be as descriptive as possible, as extra details will help the Operations team correctly determine where the fault lies.
https://webforms.rpi.edu/print-refund-request
Most refund decisions will be completed within seven days of being submitted. You will receive an email update from your submission with the decision.
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