When you click on the red "Report Problem" button at the top right-hand corner of your Dispatch Overview page, a pop-up listing multiple open fields will appear.

First, select the report type:

Print Job: the most comment report option; this flags errors affecting specific Print Job(s). Remember that more than one Print Job can be reported per error report so if there is an issue affecting multiple orders, try to submit one report for all of them. (Alternatively, when reporting multiple jobs for one problem, you can click the empty checkboxes to the far right module)

Reprint: use this to indicate that a reprint is being submitted so our team knows that the order is going through another round of production

Feedback: if you have comments to submit to our team that are unrelated to specific Print Jobs, you can utilize this option Technical App Issue: use this option to report any technical issues impacting production but not related to any specific Print Job(s)

Logs: use this option to send Logs for review by Gelato's Engineering Team; oftentimes if there are technical issues, we will ask for logs

Second, select an option from "Tell me about your issue" that most closely matches what trouble you are experiencing.

Please utilize the mandatory comment section to include more details that will help us resolve the issue, if there are any. If you have any relevant screenshots (such as an error message popping up you'd like to capture), include that as well.

Press "Send" and then wait for a member of the Partner Support Team to respond and get back to you. The turnaround time should be within the day but typically a response should be quicker.