---
title: Managing customer requests (complaints) in GotPhoto
description: Handling a complaint is just as important as handling the sale itself. GotPhoto's complaints management feature helps you stay on track and provide the best service to your customers.
---
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November 3, 2026
# Managing customer requests (complaints) in GotPhoto
### **What is the GotPhoto request management feature?**
GotPhoto’s request management feature lets you receive, track, and resolve customer requests from a single dashboard. It centralizes order data, complaint history, and lab feedback so you can streamline resolution and restore customer trust efficiently. Lab-related issues are automatically routed to the appropriate lab partner - no manual reassignment needed.
**Note for studios that use Miller’s as their lab (North America)**
If you notice an issue with an order, don’t open a request through this feature yourself. Contact our Customer Care team instead. They resolve the issue with Miller’s for you and keep you updated until it’s resolved.
Your customers can still submit requests through this feature as usual. Our team handles these directly with Miller’s.
### **Video walkthrough**
Watch the video below for a quick explanation of using the request feature:
[Open the video in full screen.](https://fotograf.wistia.com/medias/x07w0ltirv)
Where do I find customer requests in GotPhoto?
To view customer requests, go to **Orders → Requests**. GotPhoto keeps all complaint details - from the original order to resolution- in one place. When a complaint involves a lab error, the system automatically routes it to the appropriate lab partner; no manual reassignment is needed.
[](https://help.gotphoto.com/hubfs/Screenshot%202026-11-03%20122343.png?hsLang=en)
### **How customers can submit a request**
Customers can report a complaint from their order status page by clicking **Report feedback/complaint**.
This opens a screen where the customer must complete these steps:
1. Select the product(s) the complaint is about.
2. Choose the reason(s) for the complaint.
3. \[Optional\] Attach a file (e.g., a photo of the issue).
4. Enter detailed comments about the complaint.
After sending, the complaint appears on their order page, marked as Open or Closed based on the response status.
### **Responding to a complaint**
Photographers can access and manage incoming customer feedback directly from the admin dashboard.
1. Go to the **Orders** page.
2. Select the **Requests** tab.
3. Click **Open the order** to view the specific complaint details.
In the order overview, click **Edit feedback/complaint** to respond. Use the available fields and functions to address the ticket:
- **Status:** Switch between Open and Closed. If the issue is resolved, update the complaint status to Closed.
- **Visible to the customer checkbox:** Check this box if you want your customer to see your typed response message.
- **Comment:** Type your written reply message to the customer or the Customer Care team here.
- **File(s):** Add any attachments or reference photos by clicking the "Select file(s)" button.
- **Leave another comment:** Use this to log an internal note. This message is not visible to your customer unless you check the **Visible to the customer** checkbox.
- **Forward to Support:** Select this option if you are trying to reach out or respond to the Customer Care team for technical support.
- **Forward to Customer:** Select this option if you are trying to reach out or respond directly to your customer.
- **Cancel:** Abort the current editing window. This does not close, save, or finalize the request updates.
Your reply will be visible immediately to users with access to the order (either the customer or your support team, depending on which forwarding option you selected).
### **Closing a complaint**
Follow these steps to permanently close out an issue once it has been fully resolved:
1. Switch the primary status dropdown from **Open** to **Closed**.
2. Leave a clear comment indicating that the issue is fully resolved.
3. \[Optional\] Decide if you want to make that resolution comment visible to your customer by using the visibility checkbox.
4. Click **Reply** or **Leave another comment** to lock in the final change.
> **Note:** You may see a warning in a yellow text box stating: *"Complaints cannot be closed and assigned to Support. If you have a relevant message for the Support, simply forward the complaint to Support."* You can safely disregard this message; you can still successfully close the request by clicking Reply or Leave another comment, but make sure the status is changed to **Closed**.
> 
### **Submitting a complaint on behalf of a customer**
If a client asks you to file a complaint on their behalf:
1. Gather complete details from the client (e.g., the affected product(s), the nature of the issue, and any supporting photos).
2. Log in to GotPhoto, go to Orders, and open the client’s order.
3. Once the order page opens, click the **Send Request** button.
4. Fill out the request form using the customer's details:
- Select the product(s) the complaint is about.
- Choose the reason(s) for the complaint.
- \[Optional\] Attach a file (e.g., a photo of the issue provided by the customer).
- Enter detailed comments describing the issue on the customer's behalf.
5. Click **Submit** to file the complaint.
### **The takeaway**
Managing requests efficiently protects your reputation and keeps your customers coming back. GotPhoto's centralized request system consolidates order data, complaint history, and lab feedback in one place, so you can resolve issues quickly, communicate clearly, and spend less time on administrative follow-up.
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