Dealing with rejections is one of the most difficult processes at Shapeways, and it can be confusing at times. We are always trying to provide as much information and guidance as possible when processing rejections in order to help your model print successfully.
Automatic vs. manual checks
When you upload a model to Shapeways, you can check it in 3D tools to see if our system caught any major issues. This system is perfect for last minute check of the size and structure of your model before you order it.
To access your 3D tools, go to My 3D Models, click the 3-dot menu next to the model you want to inspect, and select Open in 3D Tools.
If your model passes the initial printability checks and wall thickness check online, this does not mean your item is printable. The initial check only verifies that your item fits in the required bounding box for the material, the wall thickness check only checks to see if any parts are below the minimum wall thickness. So it does not check to see if the geometry allows your model to be printed. Details, sprues, and wire thickness also need to be reviewed manually after an order is placed.
We always contact you using the email address that is linked to your account.
The email will contain the rejection reason, suggestions to fix an issue, and a screenshot showing the affected area.
If you've missed a notice that your model was cancelled/rejected, please check you email (and your SPAM folder) for more information.
What do I do after my model has been rejected?
It's important to make sure that your model meets the design guidelines of the material you have selected. In order to create a successful model that's printable, please make sure you follow our 3D Printing Checklist before uploading your model.
You can always see the design guidelines by going to the Materials Hub, clicking on the material you're interested in, and selecting the Design Guidelines tab on the top.
If your model was rejected without the option to continue with the same order, we have automatically processed a refund for that model. If you have an updated model, you can upload it and place new order so we can review it again.
Each printing attempt counts towards total success rate of your model.
It is possible for models to print successfully sometimes and fail at other times. This happens with models that have parts that are either under our design guidelines or just at the cusp. Sometimes they will still survive the entire production process, but this does not mean that trend will persist. To keep track of this we have created a success rate system which you can learn more about here.
If your model is accepted and is on the edge of our guidelines, we will try to print it for you. That said, depending on the geometry of the model, sometimes we see that these attempts may fail.
With every reprint a success rate is recalculated. If this rate drops below 80%, the model is rechecked. If the rate is below 50%, we will reject this model.