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Printing Policy - Requesting a Refund

The following is the process for how to request a refund for either a failed print job or a job that printed incorrectly due to malfunctioning equipment.

Policy Owner

Information Technology Services

Policy Contact

ITS Director of Support Services

Effective Date

1 November 2016

  1. Contact the ITS Help Desk at 608.342.1400 or with the following information:
    1. Username
    2. Time/Date of failed job
    3. Printer name where the print job was sent
    4. Type (pdf, doc, docx, pptx, ppt) and title of document
    5. Number of pages sent to printer
    6. The nature of the complaint (paper jam, printed gibberish, etc...)
  2. The ITS Help Desk will open a support issue and confirm the failure was due to ITS equipment or a printer configuration.  This process may take up to 48 hours.
  3. The ITS Help Desk will apply a printing credit in the amount of the failed print job.  This credit will only appear in PaperCut and will not place Passport or printing funds in eAccounts.
  4. The ITS Help Desk will close the issue, notifying the customer that the request has been completed.

Printing credits will be reset at the start of each term.  This reset will occur the same day that new print funds are applied in eAccounts.

If you have questions, please contact the ITS Help Desk at 608.342.1400 or  You may also visit the Help Desk on the first floor of the Karrmann Library.

See Also:

Keywords:failed print job printer document paper jam   Doc ID:30291
Owner:Nathan M.Group:UW Platteville
Created:2013-05-22 14:04 CDTUpdated:2019-05-13 06:55 CDT
Sites:UW Platteville
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