---
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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August 17, 2026
# Managing customer requests (complaints) in GotPhoto
**Table of contents**
- [Overview](https://help.gotphoto.com/en/support/managing-customer-requests-complaints-in-gotphoto#Overview)
- [Video walkthrough](https://help.gotphoto.com/en/support/managing-customer-requests-complaints-in-gotphoto#Video-Walkthrough)
- [Navigation](https://help.gotphoto.com/en/support/managing-customer-requests-complaints-in-gotphoto#Navigation)
- [How customers can submit a request](https://help.gotphoto.com/en/support/managing-customer-requests-complaints-in-gotphoto#How-customers-can-submit-a-request)
- [Responding to a complaint](https://help.gotphoto.com/en/support/managing-customer-requests-complaints-in-gotphoto#Responding-to-a-Complaint)
- [Submitting a complaint on behalf of a customer](https://help.gotphoto.com/en/support/managing-customer-requests-complaints-in-gotphoto#Submitting-on-Behalf)
- [The takeaway](https://help.gotphoto.com/en/support/managing-customer-requests-complaints-in-gotphoto#The-takeaway)
### **Overview**
Complaints are an inevitable part of business. GotPhoto’s complaints management feature helps restore trust and resolve issues efficiently. It centralizes order data, complaint history, and lab feedback to streamline resolution.
### **Video walkthrough**
Watch the video below for a quick explanation on using the complaints feature:
[Click here to open the video in full screen.](https://fotograf.wistia.com/medias/x07w0ltirv)
### **Navigation**
GotPhoto keeps all complaint details—from original order to resolution—in one place. This includes lab-related issues, which are automatically allocated to the lab by the system.
To view customer complaints, go to **Orders → Requests**.
### **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 or 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 Customer Care team here.
- **File(s):** Add any attachments or reference photos by clicking the "Select file(s)" button.
- **Leave another comment button:** Use this to log a message.
- **Forward to Support:** Select this option if you are trying to reach out or respond to 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 to permitted users instantly.
### **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 on reply or leaving another comment but just ensure 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
2. Log into 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 form and click submit
### **The takeaway**
Managing complaints efficiently reinforces customer trust. GotPhoto’s centralized complaints system helps teams resolve issues quickly and transparently—building long-term customer satisfaction.
- [Getting Started](https://help.gotphoto.com/en/support/getting-started?hsLang=en#main-content)
- [One-Time Settings](https://help.gotphoto.com/en/support/getting-started?hsLang=en#one-time-settings)
- [Price Lists and Product Packages](https://help.gotphoto.com/en/support/getting-started?hsLang=en#price-lists-and-product-packages)
- [Your Online Shop](https://help.gotphoto.com/en/support/getting-started?hsLang=en#your-online-shop)
- [Communication With Customers](https://help.gotphoto.com/en/support/getting-started?hsLang=en#communication-with-customers)
- [Upselling Options](https://help.gotphoto.com/en/support/getting-started?hsLang=en#upselling-options)
- [Navigation](https://help.gotphoto.com/en/support/getting-started?hsLang=en#navigation)
- [How-To's](https://help.gotphoto.com/en/support/how-tos?hsLang=en#main-content)
- [Review Phase](https://help.gotphoto.com/en/support/how-tos?hsLang=en#review-phase)
- [Sales Phase](https://help.gotphoto.com/en/support/how-tos?hsLang=en#sales-phase)
- [Workflow Guides for Specific Scenarios](https://help.gotphoto.com/en/support/how-tos?hsLang=en#workflow-guides-for-specific-scenarios)
- [Planning Phase](https://help.gotphoto.com/en/support/how-tos?hsLang=en#planning-phase)
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- [Manage your Account](https://help.gotphoto.com/en/support/how-tos?hsLang=en#manage-your-account)
- [GotPhoto's Editing Services](https://help.gotphoto.com/en/support/gotphotos-editing-services?hsLang=en#main-content)
- [GotPhoto's Editing Services](https://help.gotphoto.com/en/support/gotphotos-editing-services?hsLang=en#gotphotos-editing-services)
- [Sports Graphics Creation Service by Next Gen](https://help.gotphoto.com/en/support/sports-graphics-creation-service-by-next-gen?hsLang=en#main-content)
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- [Entagged & GotPhoto Tagging App](https://help.gotphoto.com/en/support/entagged-gotphoto-tagging-app?hsLang=en#main-content)
- [Master Entagged with Comprehensive Tutorials.](https://help.gotphoto.com/en/support/entagged-gotphoto-tagging-app?hsLang=en#master-entagged-with-comprehensive-tutorials)
- [Entagged Troubleshooting](https://help.gotphoto.com/en/support/entagged-gotphoto-tagging-app?hsLang=en#entagged-troubleshooting)
- [GotPhoto Tagging App](https://help.gotphoto.com/en/support/entagged-gotphoto-tagging-app?hsLang=en#gotphoto-tagging-app)
- [Business & Growth](https://help.gotphoto.com/en/support/business-growth?hsLang=en#main-content)
- [Stripe & Accounting Resources](https://help.gotphoto.com/en/support/business-growth?hsLang=en#stripe-accounting-resources)
- [Best practices](https://help.gotphoto.com/en/support/business-growth?hsLang=en#best-practices)
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- [GotPhoto Referral Program](https://help.gotphoto.com/en/support/business-growth?hsLang=en#gotphoto-referral-program)
- [UK Materials](https://help.gotphoto.com/en/support/business-growth?hsLang=en#uk-materials)
- [Troubleshooting](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#main-content)
- [Uploading Photos](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#uploading-photos)
- [Customer-Facing Issues](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#customer-facing-issues)
- [Access Codes](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#access-codes)
- [Managing Names Lists](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#managing-names-lists)
- [Customer Outreach](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#customer-outreach)
- [Customizing Your Shop](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#customizing-your-shop)
- [Your Account](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#your-account)
- [Price Lists](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#price-lists)
- [Student Data Export](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#student-data-export)
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- [Workflow Resources: QSuite, Pixnub & Team Photo Composite](https://help.gotphoto.com/en/support/diy-sports-graphic-creation-group-composites?hsLang=en#workflow-resources-qsuite-pixnub-team-photo-composite)
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