---
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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October 22, 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)
- [Closing a complaint](https://help.gotphoto.com/en/support/managing-customer-requests-complaints-in-gotphoto#Closing-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:
[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.
When a complaint involves a lab error, GotPhoto automatically routes it to the appropriate lab partner. No manual reassignment is needed.
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 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 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)
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- [Upselling Options](https://help.gotphoto.com/en/support/getting-started?hsLang=en#upselling-options)
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- [Entagged Troubleshooting](https://help.gotphoto.com/en/support/entagged-gotphoto-tagging-app?hsLang=en#entagged-troubleshooting)
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- [Troubleshooting](https://help.gotphoto.com/en/support/troubleshooting?hsLang=en#main-content)
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