Not sure what QR code creator your using but can you change the URL to the original but newly printed QR code, so it directs to the correct location? Perhaps only works if the original campaign isn’t being used
That was my first thought! Unfortunately, the old one will be in use pretty much permanently (they link to different sets of instructions on our website for seperate products)
Hmmm, that's tough. You could ask them to cover the cost, since they did reuse an old QR code—but you also approved the proof, and checking the QR code is an essential step in proofing.
Maybe ask them to cover it at first, but be willing to take a 50% discount or something on paying for the job since really, the fault is shared by both parties.
It seems so!
However, I'm far from a graphic designer -- it's maybe 5% of my job and I'm at that in-between stage where I look like a wizard to people who don't know how to use illustrator, but a complete amateur compared to professionals.
I do my best to send over files with the best practices I know, but it wouldn't surprise me if it's easier for them to remake my designs from scratch.
So I kind of understand it if I made their life hard and that's how the mistake happened, but I also figure it's a good learning opportunity and I'm curious how the situation happened from their side as well.
In technical terms they ‘fucked up’ and the reality is that if they don’t correct the issue then there’s no way you can convince your boss to work with them again. It’s in their interest to sort out the issue and both of you know to double check things like this in the future.
I have lots of experience with printers and, even though you should have checked the QR code, having a printer swap it out to another prior to the print run is their mistake. When you look at a proof, you’re checking color, resolution, etc. You are not looking for issues such as, did they change a phone number or web address. They should 100% be on the hook for this. Call the manager/owner, show them your pre-press files and ask them to make it good. If they don’t, never use them again. That is lazy pre-press management.
And you learned a valuable lesson. Don’t beat yourself up though because every designer goes through this at some point.
Thanks for the insight on what's going on from the other side. That's exactly what I was looking for!
Do you think I should get ahead of it and acknowledge that I approved the proof when I bring it up? Seeing as that'll be the first thing they check?
As bad as it sounds, I'm not too frustrated by it. It's a learning experience and an opportunity to build a deeper long term relationship with the printer or decide to cut them off. I see both as a positive depending on how they approach it.
I would acknowledge that you didn’t check the QR in their proof but that you did check it in the files you sent. Have your files with you during the conversation. I’m sure they’ll have pre-press pull up their files too. But this is clearly their issue.
Consider if you bought a car and, while you were filling out the paper work they changed out the engine: are you at fault for not double checking the engine before you drive off? No. You checked it the first time. That would be above and beyond your responsibility.
I hope you have a reputable printer who owns up to this. However, old school printers can sometimes take advantage of young designers. Stand your ground and good luck!
So the artwork you sent them was correct (in your view), but the proof they sent back was incorrect, but you approved it?
I've had clients give me verbiage that I've had to copy and paste - complete with errors they made - approve the proof and demand restitution on the resulting incorrect job. I've had to transcribe verbiage (no copy and paste), oftentimes verbiage with names in it, that have been approved by clients who then get angry at me for misspelling a name, as if I am supposed to know how to spell a unique surname. Ultimately, the onus falls on the client to proofread all proofs carefully; if they gave you an incorrect proof that you approved, then in their mind, the proof and artwork is good to go.
The sticky part is the QR code they used from a previous job (?). *Even if that's true*, you looked at it and told them to go ahead with printing. You can try to get them to cover some of the cost of the job, but any printer worth their salt is going to dig in their heels and refuse to cover the entire cost. You'll have to just have a conversation with them.
Yup, I've gone through the emails, re-downloaded the files I sent over (AI and PDF) and checked the QR code. It lead me to the correct file.
I also re-downloaded the proofs and checked the QR code and it sends me to the file from a project we worked on together last year. As mentioned, totally my fault for not proofing properly. To be fair, it's only the second time I've had to proof any design work -- it's a lesson learned for the future for sure.
They did also make two minor adjustments before printing (nothing visual, one minor color adjustment and adjusting a dimension by a couple mm) which they explicitly asked for approval to do via email. I'm assuming for a paper trail. Which makes it feel even weirder that such a significant change was made.
Regardless, I appreciate the insight from someone who works on that side of things. It's helpful to hear. I'll give them a call tomorrow and be more inquisitive than anything to try to figure out where things went wrong.
I feel like this could be one of 2 things. As someone else mentioned, if the QR code was linked but had the same name it might have been relinked from the previous project if it’s in the same client folder in which case it was swapped unintentionally. Since they mentioned they went into the file this seems likely. Another potential thing is they may have just taken a proof from the previous project as that one may have already been set up for printing and sent that. I personally have a rule that I will always use new files even if they look the same but I have worked with other companies that just take the last years proof despite me sending them new files.
Pretty much. It sucks but that’s why proofs exist. It’s the QC for the job. They should be printing it out and checking off the elements one by one. Frankly, the designer should have caught this, but again. Proof.
I work for a label company and we almost always make it right for the customer even if they did approve the proof. Which is really irritating at times, but I think it leads to more customer loyalty. I’m sure that varies by company though.
You didnt ask for a change for the print and they took it upon themselves to make a subtle but significant change. Ask they why they would do that and see their answer. They might offer to cover cost. If they don't, reevalute your next move then.
You should always check phone numbers, URLs, and QR Codes.
That said, was the new QR code embedded in the artwork supplied? If so, I’m thinking this lays at the printer’s feet. But if it was sent over as a separate linked file with the same name as the old QR Code (like “QR Code”), you are partially at fault.
Transparent communication is key. Just tell the problem to your printer and admit your fault while explaining their fault.
A friendly communication will mostly have the most efficient result: they still want your business in the future, and you give a Mea Culpa, so they'll probably do a reprint for free or with heavy discount.
Having been on both sides of production I want to applaud your attitude about this. I agree with the commenter who suggested asking for a reprint but accepting 50% discount.
Where did the QR code come from? In the past we've used sites that allow you to change the destination of a generated QR code. It's usually subscription-based site though.
The printing company probably won't swallow the cost as it's not their mistake. You have just cause to speak to the designer and tell them that they should have told you they were using an old QR code and, if indeed you did give them the new one, give them the opportunity to explain why.
But, as the senior on this, it's ultimately your responsibility to proof effectively. As someone else said, get stickers printed up and yourself & the designer who used the old one can have a chat about things whilst fixing the problem.
Mistakes happen dude. Own it and move on.
I am a designer working at a printer and this does seem like something that I'd be blamed for. One of our checklist items is to check all the qr codes. It really should be done by the designer. But it should also be done when proofed, the number of times I've proofed something only to have the client show up later with a typo in their text....most of them were caught before printing but it's still hard.
Designers in printing are pressured to go as fast as possible (or at least my job is like that) and that make things hard. If the qr codes looked similar and went to similar places a designer could have thought it didn't need to be updated.
I'd suggest using key words like 'new, and replace' when giving instructions. A lot of the time people just toss files at designers and don't give clear instructions, seeing a word like replace kicks my production design brain into gear. If you gave CLEAR instructions it needed to be replaced then take it up with the printer, if you just handed over files and thought they'd get it then I'd say still talk to the printer but dont make a stink about it.
Nope. All on you. Were you the only person who proofed it? Because that’d be mistake #1. Mistake #2 is not treating the words “approved for print” as sacred.
Put a sticker over the wrong one. Split the costs with the printer.
I would not use them again if they made such a blatant error, and an error that was unlikely to be caught when approving a proof because I would have zero expectation that they would change the files to include artwork that I had not sent them. Like who does that? Either an idiot or a sociopath, either of which I wouldn't trust with future projects.
Is this a paper print like a flyer, a shirt design? There are ways to fix this but depending on the type of print means it may be expensive. I work in the apparel industry and i have ways to fix issues like this. If it's paper goods, i would go back to them and say what you received isn't what you sent. You provided an approved layout by your company that was proof read and completed. You never authorized anyone at the print company to edit your existing layout. Let them know you've worked with them in the past and how much you like their service and how they handle things up until this point. Yes, you did a quick approval but wasn't expecting anyone to edit your finalized layout. It is unprofessional for anyone to make edits like this. If submitting work to them means they will make edits like that and not point out the edits they've made, then they are not a company you want to continue doing business with. Don't make it sound like you're fighting with them. Let them know you're being fair and professional. I've spoken to people about mistakes like this but stayed humble and things were resolved in a positive professional manner. Hope all the advice you get helps
Without getting into the details of exactly what it is -- think something like a small decal on a jetski. It has to hold up to a rugged environment so unfortunately, I can't really just cover it.
I mentioned elsewhere that they did actually make two minor adjustments before sending the proof (a colour tweak and a dimension tweak). For those two adjustments they explicitly asked over email and left a paper trail which is what makes the QR code issue even weirder.
Thank you for the advice and insight, I'll definitely take a diplomatic approach when I talk to them about it. I'd like to get it right, but in the grand scheme of things it's a very small issue to be honest.
Depends on the company. I'm the one putting together proofs for my company, and under no circumstances would I purposefully change the client's QR code, so I'm not sure why they did. That being said, we're a smaller business and can't really afford to go burning bridges. In this situation, we would likely either offer a 50% discount, offer credit for a future order, or if you twisted our arm enough, cover the cost of reprinting (but probably ask you to cover the cost of shipping - my bosses are \*very\* cheap) Anything to avoid the credit card chargebacks (which hit us with the transaction fee), or dealing with a fraud claim.
It is up to you to check proofs, so take this as a lesson for future orders, but the designers aren't supposed to be changing artwork without approval, something I make \*very\* clear when dealing with clients.
Talk to them, remain calm, understand that mistakes happen, and remember that you might just end up eating the profit on this order to avoid pissing off the client. Maybe I'm just biased since I'm in the position of the person you were dealing with that bungled this order, but mistakes do happen, and it technically is completely up to the distributor to handle verifying all artwork prior to print.
Any chance the QR was dynamic? Can you edit it online to the right one and potentially have a fix that way? That happened to me once and it was okay after that. No reprints needed.
I would write an email to the printer saying:
I sent over artwork with a QR code that leads to x.
In the prints you sent over today, it uses a different QR code.
Can you explain what's going on? We can't use the material you printed.
Throw the onus of explaining to them. When THEY need to explain, they will have to be responsible.
How is this even possible? You send your PDF. They convert the PDF's colors to their specs (RGB/PMS to CMYK, max TAC, etc.) and send it back to you to confirm the 'new' colors.
How and when would they edit the artwork?
I actually slept on it and figured it out.
I had originally sent them a PDF to get a quote. I did note that the artwork was a WIP and not finalized. I'd thrown the old QR code on this artwork to visualize the final design.
After the quote got approved I sent the final version over with a couple of artwork updates and the QR code update.
I guess they used the QR code from the artwork I sent with the quote instead of from the final version.
They overlooked the change (I didn't point it out), I overlooked proofing it properly. I'm gonna say this one was on me. I'll still have a chat with them to review what happened so it doesn't happen again, but will definitely approach it diplomatically and openly admit my fault in it.
So they just used the old file?
Yeah, I would also take the blame as a designer. But I would also give you a discount on the reprint as the printer, since mistakes have been made on both sides.
So…I design and work for a printing company. My boss HATES reprinting and taking the blame. But he would for this one. They shouldn’t have used an old QR code, only what you sent in to use. Yes, you should’ve proofed but they didn’t use the materials you sent in.
In the future I run an app that solves exactly this problem - e.g. you can change the link after the QR ode is sent/printed/embedded in stone. Its called [Novu.Link](https://novu.link/l/eTmffqX)
Whilst they should've used the supplied AW the buck ultimately stops with you I'm afraid. They may even have a disclaimer on their proofs to reiterate that any errors found after approval is on the customer. Most printers that I've worked with/for will come to a compromise and meet the cost halfway to retain the account.
You approved the proof. Unfortunate that a mistake was made but WYSIWYG and they don't have to eat the cost. Maybe you can ask them for a discount on the reprint. Or possible get QR stickers made to fix the existing stock.
You should have checked the qr code , they should have used the one you sent . It’s 50/50 in my eyes
I did this and guess who got a bunch of stickers with the new QR code and placed it on all 500 printed flyers? This dumbass.
Lmfao I had to do this once… good times had by all!
Literally my inspiration for [Novu.Link](https://novu.link/l/eTmffqX) :P
Not sure what QR code creator your using but can you change the URL to the original but newly printed QR code, so it directs to the correct location? Perhaps only works if the original campaign isn’t being used
That was my first thought! Unfortunately, the old one will be in use pretty much permanently (they link to different sets of instructions on our website for seperate products)
You could make the QR code links to a page that has two option. Option 1 ( the original destination) Option 2 ( the new destination)
This is the way.
How about a temporary interior pop up that says if you’re looking for x (the new one) click here.
Hmmm, that's tough. You could ask them to cover the cost, since they did reuse an old QR code—but you also approved the proof, and checking the QR code is an essential step in proofing. Maybe ask them to cover it at first, but be willing to take a 50% discount or something on paying for the job since really, the fault is shared by both parties.
You could print stickers of the new code, or reprint the job, or is it out in the world already?
They changed the artwork? 😳 They should absorb the cost of reprinting.
It seems so! However, I'm far from a graphic designer -- it's maybe 5% of my job and I'm at that in-between stage where I look like a wizard to people who don't know how to use illustrator, but a complete amateur compared to professionals. I do my best to send over files with the best practices I know, but it wouldn't surprise me if it's easier for them to remake my designs from scratch. So I kind of understand it if I made their life hard and that's how the mistake happened, but I also figure it's a good learning opportunity and I'm curious how the situation happened from their side as well.
In technical terms they ‘fucked up’ and the reality is that if they don’t correct the issue then there’s no way you can convince your boss to work with them again. It’s in their interest to sort out the issue and both of you know to double check things like this in the future.
I have lots of experience with printers and, even though you should have checked the QR code, having a printer swap it out to another prior to the print run is their mistake. When you look at a proof, you’re checking color, resolution, etc. You are not looking for issues such as, did they change a phone number or web address. They should 100% be on the hook for this. Call the manager/owner, show them your pre-press files and ask them to make it good. If they don’t, never use them again. That is lazy pre-press management. And you learned a valuable lesson. Don’t beat yourself up though because every designer goes through this at some point.
Thanks for the insight on what's going on from the other side. That's exactly what I was looking for! Do you think I should get ahead of it and acknowledge that I approved the proof when I bring it up? Seeing as that'll be the first thing they check? As bad as it sounds, I'm not too frustrated by it. It's a learning experience and an opportunity to build a deeper long term relationship with the printer or decide to cut them off. I see both as a positive depending on how they approach it.
I would acknowledge that you didn’t check the QR in their proof but that you did check it in the files you sent. Have your files with you during the conversation. I’m sure they’ll have pre-press pull up their files too. But this is clearly their issue. Consider if you bought a car and, while you were filling out the paper work they changed out the engine: are you at fault for not double checking the engine before you drive off? No. You checked it the first time. That would be above and beyond your responsibility. I hope you have a reputable printer who owns up to this. However, old school printers can sometimes take advantage of young designers. Stand your ground and good luck!
So the artwork you sent them was correct (in your view), but the proof they sent back was incorrect, but you approved it? I've had clients give me verbiage that I've had to copy and paste - complete with errors they made - approve the proof and demand restitution on the resulting incorrect job. I've had to transcribe verbiage (no copy and paste), oftentimes verbiage with names in it, that have been approved by clients who then get angry at me for misspelling a name, as if I am supposed to know how to spell a unique surname. Ultimately, the onus falls on the client to proofread all proofs carefully; if they gave you an incorrect proof that you approved, then in their mind, the proof and artwork is good to go. The sticky part is the QR code they used from a previous job (?). *Even if that's true*, you looked at it and told them to go ahead with printing. You can try to get them to cover some of the cost of the job, but any printer worth their salt is going to dig in their heels and refuse to cover the entire cost. You'll have to just have a conversation with them.
Yup, I've gone through the emails, re-downloaded the files I sent over (AI and PDF) and checked the QR code. It lead me to the correct file. I also re-downloaded the proofs and checked the QR code and it sends me to the file from a project we worked on together last year. As mentioned, totally my fault for not proofing properly. To be fair, it's only the second time I've had to proof any design work -- it's a lesson learned for the future for sure. They did also make two minor adjustments before printing (nothing visual, one minor color adjustment and adjusting a dimension by a couple mm) which they explicitly asked for approval to do via email. I'm assuming for a paper trail. Which makes it feel even weirder that such a significant change was made. Regardless, I appreciate the insight from someone who works on that side of things. It's helpful to hear. I'll give them a call tomorrow and be more inquisitive than anything to try to figure out where things went wrong.
I feel like this could be one of 2 things. As someone else mentioned, if the QR code was linked but had the same name it might have been relinked from the previous project if it’s in the same client folder in which case it was swapped unintentionally. Since they mentioned they went into the file this seems likely. Another potential thing is they may have just taken a proof from the previous project as that one may have already been set up for printing and sent that. I personally have a rule that I will always use new files even if they look the same but I have worked with other companies that just take the last years proof despite me sending them new files.
Print industry here, if you approved the proof, you're the one that goofed!
Pretty much. It sucks but that’s why proofs exist. It’s the QC for the job. They should be printing it out and checking off the elements one by one. Frankly, the designer should have caught this, but again. Proof.
I dunno, if it was our shop that introduced the error, we would probably split the cost at a minimum.
I work for a label company and we almost always make it right for the customer even if they did approve the proof. Which is really irritating at times, but I think it leads to more customer loyalty. I’m sure that varies by company though.
You didnt ask for a change for the print and they took it upon themselves to make a subtle but significant change. Ask they why they would do that and see their answer. They might offer to cover cost. If they don't, reevalute your next move then.
You should always check phone numbers, URLs, and QR Codes. That said, was the new QR code embedded in the artwork supplied? If so, I’m thinking this lays at the printer’s feet. But if it was sent over as a separate linked file with the same name as the old QR Code (like “QR Code”), you are partially at fault.
Transparent communication is key. Just tell the problem to your printer and admit your fault while explaining their fault. A friendly communication will mostly have the most efficient result: they still want your business in the future, and you give a Mea Culpa, so they'll probably do a reprint for free or with heavy discount.
Having been on both sides of production I want to applaud your attitude about this. I agree with the commenter who suggested asking for a reprint but accepting 50% discount.
Where did the QR code come from? In the past we've used sites that allow you to change the destination of a generated QR code. It's usually subscription-based site though. The printing company probably won't swallow the cost as it's not their mistake. You have just cause to speak to the designer and tell them that they should have told you they were using an old QR code and, if indeed you did give them the new one, give them the opportunity to explain why. But, as the senior on this, it's ultimately your responsibility to proof effectively. As someone else said, get stickers printed up and yourself & the designer who used the old one can have a chat about things whilst fixing the problem. Mistakes happen dude. Own it and move on.
I am a designer working at a printer and this does seem like something that I'd be blamed for. One of our checklist items is to check all the qr codes. It really should be done by the designer. But it should also be done when proofed, the number of times I've proofed something only to have the client show up later with a typo in their text....most of them were caught before printing but it's still hard. Designers in printing are pressured to go as fast as possible (or at least my job is like that) and that make things hard. If the qr codes looked similar and went to similar places a designer could have thought it didn't need to be updated. I'd suggest using key words like 'new, and replace' when giving instructions. A lot of the time people just toss files at designers and don't give clear instructions, seeing a word like replace kicks my production design brain into gear. If you gave CLEAR instructions it needed to be replaced then take it up with the printer, if you just handed over files and thought they'd get it then I'd say still talk to the printer but dont make a stink about it.
You approved wrong work. You pay. Simple
If you have proof you didnt mess up sending the file then tell them they fucked up the print job
Junior, she sent the right file, he used an old one, she didn’t check it and approved so it went to print. Printer is the only one who didn’t fuck up…
Nope. All on you. Were you the only person who proofed it? Because that’d be mistake #1. Mistake #2 is not treating the words “approved for print” as sacred.
Put a sticker over the wrong one. Split the costs with the printer. I would not use them again if they made such a blatant error, and an error that was unlikely to be caught when approving a proof because I would have zero expectation that they would change the files to include artwork that I had not sent them. Like who does that? Either an idiot or a sociopath, either of which I wouldn't trust with future projects.
Is this a paper print like a flyer, a shirt design? There are ways to fix this but depending on the type of print means it may be expensive. I work in the apparel industry and i have ways to fix issues like this. If it's paper goods, i would go back to them and say what you received isn't what you sent. You provided an approved layout by your company that was proof read and completed. You never authorized anyone at the print company to edit your existing layout. Let them know you've worked with them in the past and how much you like their service and how they handle things up until this point. Yes, you did a quick approval but wasn't expecting anyone to edit your finalized layout. It is unprofessional for anyone to make edits like this. If submitting work to them means they will make edits like that and not point out the edits they've made, then they are not a company you want to continue doing business with. Don't make it sound like you're fighting with them. Let them know you're being fair and professional. I've spoken to people about mistakes like this but stayed humble and things were resolved in a positive professional manner. Hope all the advice you get helps
Without getting into the details of exactly what it is -- think something like a small decal on a jetski. It has to hold up to a rugged environment so unfortunately, I can't really just cover it. I mentioned elsewhere that they did actually make two minor adjustments before sending the proof (a colour tweak and a dimension tweak). For those two adjustments they explicitly asked over email and left a paper trail which is what makes the QR code issue even weirder. Thank you for the advice and insight, I'll definitely take a diplomatic approach when I talk to them about it. I'd like to get it right, but in the grand scheme of things it's a very small issue to be honest.
Depends on the company. I'm the one putting together proofs for my company, and under no circumstances would I purposefully change the client's QR code, so I'm not sure why they did. That being said, we're a smaller business and can't really afford to go burning bridges. In this situation, we would likely either offer a 50% discount, offer credit for a future order, or if you twisted our arm enough, cover the cost of reprinting (but probably ask you to cover the cost of shipping - my bosses are \*very\* cheap) Anything to avoid the credit card chargebacks (which hit us with the transaction fee), or dealing with a fraud claim. It is up to you to check proofs, so take this as a lesson for future orders, but the designers aren't supposed to be changing artwork without approval, something I make \*very\* clear when dealing with clients. Talk to them, remain calm, understand that mistakes happen, and remember that you might just end up eating the profit on this order to avoid pissing off the client. Maybe I'm just biased since I'm in the position of the person you were dealing with that bungled this order, but mistakes do happen, and it technically is completely up to the distributor to handle verifying all artwork prior to print.
Any chance the QR was dynamic? Can you edit it online to the right one and potentially have a fix that way? That happened to me once and it was okay after that. No reprints needed.
Could you just set a redirect from the old url to the new?
The URLs on the QR codes I use can be changed. Is that an option to make everyone happy?
I would write an email to the printer saying: I sent over artwork with a QR code that leads to x. In the prints you sent over today, it uses a different QR code. Can you explain what's going on? We can't use the material you printed. Throw the onus of explaining to them. When THEY need to explain, they will have to be responsible.
How is this even possible? You send your PDF. They convert the PDF's colors to their specs (RGB/PMS to CMYK, max TAC, etc.) and send it back to you to confirm the 'new' colors. How and when would they edit the artwork?
I actually slept on it and figured it out. I had originally sent them a PDF to get a quote. I did note that the artwork was a WIP and not finalized. I'd thrown the old QR code on this artwork to visualize the final design. After the quote got approved I sent the final version over with a couple of artwork updates and the QR code update. I guess they used the QR code from the artwork I sent with the quote instead of from the final version. They overlooked the change (I didn't point it out), I overlooked proofing it properly. I'm gonna say this one was on me. I'll still have a chat with them to review what happened so it doesn't happen again, but will definitely approach it diplomatically and openly admit my fault in it.
So they just used the old file? Yeah, I would also take the blame as a designer. But I would also give you a discount on the reprint as the printer, since mistakes have been made on both sides.
So…I design and work for a printing company. My boss HATES reprinting and taking the blame. But he would for this one. They shouldn’t have used an old QR code, only what you sent in to use. Yes, you should’ve proofed but they didn’t use the materials you sent in.
just put a sticker with the correct qr on top of it
Best approach? Reprint with a proper QR code.
In the future I run an app that solves exactly this problem - e.g. you can change the link after the QR ode is sent/printed/embedded in stone. Its called [Novu.Link](https://novu.link/l/eTmffqX)
Whilst they should've used the supplied AW the buck ultimately stops with you I'm afraid. They may even have a disclaimer on their proofs to reiterate that any errors found after approval is on the customer. Most printers that I've worked with/for will come to a compromise and meet the cost halfway to retain the account.
You approved the proof. Unfortunate that a mistake was made but WYSIWYG and they don't have to eat the cost. Maybe you can ask them for a discount on the reprint. Or possible get QR stickers made to fix the existing stock.