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.
The rejection email will contain a link to the "Repair and Update" page where you can take action, either by updating the model with a revised version, print it anyway (if ordered material is eligible for this feature), or remove the model from your order.
Alternatively, on your Orders page, you will be able to take action as well.
Click on "View Items" to see the affect model that requires your attention.
Repair and Update
On the Repair and Update page we will show you why the model could not be printed and give you multiple options to proceed.
Fix Your model: If you have revised your model to fix the problematic areas shown on the pictures, you can upload it using this feature.
Once updated and confirmed, the model will go back into the checking process to be evaluated by our production engineers. If everything is fine, printing will start.
Note: an updated model can only have 10% more volume or $5 price increase.
Above this threshold the model will fail and an error message is shown.
Print It Anyway (PITA): If you deem the areas mentioned in the pictures and explanation are acceptable and you want to take the risk to print it anyway, use this feature.
Note that by selecting this feature, you're not eligible for a refund or reprint.
Cancel Order Item: If you are unable to fix the problematic areas or do not want to continue with this model, this feature allows you to remove it from your order.
A refund will automatically be processed in case you have been charged, if your order has not been charged yet, the payment will simply be voided for this model.
Repair and Update FAQ
Q: My revised version uses more volume than the threshold accepts.
A: We recommend to use the Cancel Order Item function and place a separate order for the revised model instead.
If your order contains multiple models, but only one needs to be reordered, you can easily create a separate order and change the Shipping Option during checkout to Combined Shipment.
This way the new order with the revised model will be shipped together with the original order, free of additional Shipping Charges.
Q: Can I change the material instead of updating my model?
A: While this feature doesn't allow you to change the material upon a rejection, you can use the procedure in the FAQ question above to cancel the model and place a new order with the revised material instead.
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.