Article Type: Internal Process Audience: Support Agents Visibility: Internal Only Category: Custom Orders & Design Section: Design Verification
Overview
Use this article when a customer contacts support about:
- Wanting to confirm their design before production starts
- Requesting a proof before the order is manufactured
- Making last-minute changes after placing an order
- Approving or rejecting a design they have received
This article helps agents to:
- Handle proof requests correctly
- Communicate the design approval step clearly
- Prevent production errors by ensuring customer sign-off
Standard Design Process
For most orders at Signomatic, the customer configures their own design in the webshop and approves it at checkout. In these cases:
- No additional proof is sent — the customer's webshop preview is the approved design
- Production starts on that approved configuration
When an additional proof is provided:
- Custom orders involving artwork or logo files
- Large-volume orders where an error would be costly
- Orders flagged by the customer as needing review
If a Customer Wants to Confirm Their Design
- Check what stage the order is at
- If not yet in production: retrieve the order spec and send a summary of what will be produced (text, size, material, colour)
- If the customer wants changes: refer to Order Changes & Corrections
- If the customer is happy: confirm approval in writing (their reply counts as approval) and note internally
Internal Note Example:
Customer requested design confirmation for order #[ORDER] before production. Order spec shared with customer: [details]. Customer confirmed approval via email [date]. Production can proceed.
If a Customer Rejects a Proof
- Understand what needs to change
- If the change was caused by a Signomatic error: correct at no charge
- If the customer is changing something from their original spec: confirm if there is a cost implication before amending
- Update the order and send a revised proof