My Prospect mailing — quality complaints and resend requests

We take the quality of your prospecting mailings seriously. If you’ve received feedback from recipients about a quality issue, or if you’ve noticed a problem with a mailing yourself, here’s how to report it and what we can do.

What counts as a quality issue

Common quality issues include:

• Print quality — blurred text, colour issues, or poor image resolution
• Incorrect content — wrong text, outdated information, or missing branding
• Delivery issues — mailings not arriving, arriving late, or sent to the wrong addresses
• Damaged materials — torn, folded, or otherwise damaged items

How to report a quality issue

Email our Customer Success team at customer.success@sprift.com with:

1. Your company name and branch
2. The campaign or template name (if known)
3. A description of the issue
4. Photos of the affected mailing (if applicable — these are very helpful for our investigation)
5. The approximate date the mailing was sent or received

What happens next

Once we receive your report:

1. We’ll investigate the issue, which may involve checking with our print fulfilment partners
2. We’ll get back to you with our findings, usually within two to three working days
3. If the issue is confirmed, we’ll discuss the appropriate resolution — this may include a resend, reprint, or token credit depending on the circumstances

Requesting a resend

If a mailing needs to be resent, let us know in your initial report and we’ll include it in our investigation. Resends are typically arranged at no additional token cost where the issue was caused by a fulfilment error.

Good to know

• If you’d like to review your mailing before it’s sent, mention this when setting up your template and we can arrange a proof for approval. See How do I create, edit, and upload Prospect Templates?.
• Delivery times for prospecting mailings depend on Royal Mail’s standard delivery schedule. We’ll provide estimated delivery timelines when your campaign is set up.