Students may request your help with printing credits or printing refunds. There are different reasons for giving a credit or a refund. 

Credit

If a student comes to the helpdesk and reports that their document was not printed, partially printed, or had ink marks then you need to:

1) Check the printer for paper jam, toner replacement or paper restock. If it is one of these issues then you will be able to fix it and the printer may continue printing. If the issue persists and the printer does not continue printing then,

2) Explain the student about filling out a credit form and,

3) Direct the student to fill out the form. 

Please note: If there is some other maintenance issue then you will have to put an Out Of Order sign on the printer and log a job. You will also direct the student to fill out the credit form.

Refund

A print refund is given to a student who is graduating from the university and wishes to get their remaining cash balance refunded to them. 

1) Ask if they are graduating and, 

2) Direct them to fill out the form.

Please note: Only funds that the graduating student has added to their printing account are ever refunded.  Departmental print allocations are non-refundable and have an expiry date 

Credit:

• Printing credits are given when a student has tried to print a document out and either part or all of the document failed to print despite their account being charged. Printing credits are additional credit that is added to the student's printing account. 
• The credit goes to the student's CAPS (Copy and Printing Service) account.

Refund: 

• A print refund is given to a student who is graduating from the university and wishes to get their remaining cash balance refunded to them. 
• The money goes to the student's bank account.

A genuine request is one where the copier or printer is at fault and not the student, e.g., 

• black lines or marks on the pages;
• printout is crumpled;
• partial document is printed out;
• no document is printed

A non-genuine refund request is one where the student is at fault and not the copier or printer.  Most frequent student errors fall into the following categories.  Check to see the student is not making the following mistakes:

• When you print anything from Canvas, it has to be downloaded first and then printed.
• When printing a pdf document the print command should be chosen from within the pdf document, not from the file print option at the top of the screen. 
• If the student is printing from their laptops check to see they have downloaded the latest software.  If they have the older version it does not print out from some copiers and also characters are missing from the printout.
• If the document is very big, or there are too many slides on one page it takes longer to print.
• If there is an earlier print job error and the student has logged into that machine.
• If colour copying, the colour option should be selected for all documents to be printed.

Click on the following links to access the relevant forms:

Printing Credit Form

Printing Refund Form

Below are the steps to follow for filling out either form.

First, enter the University email address for whom the credit / refund is for:

Then, if you have already ascertained that the request is genuine, close the pop up by pressing continue.

Finally, fill out the starred fields in the form and include any additional information in the comments section. Submit the request by pressing continue.

Once the credit or refund form is submitted, it will be automatically be sent to the SSC (Staff Service Center), who will verify that the correct information has been added and escalate the ticket to Level 2 Service Operations.

For credit request: 

Level 2 will investigate to verify whether the request for a credit is authentic and will provide the credit. 

For refund request:

If the request is for a graduating student print refund, ITS L2 Service Operations will send the request to ITS/Central Finance who will issue the refund to the student’s bank account.  Please NOTE:  Only New Zealand bank accounts can be used to accept a print refund. No international bank accounts can be used.

Please do not give students a specific time frame for how long the refund or credit will take as the time it takes can range from next day to several weeks and is processed by multiple departments.