What Information Should I Include in a Support Request?

Quick answer: Include the student’s full name, school, photo event, Online Code or Order Number, checkout email, and a clear description with screenshots when possible.

For every request

Parent or guardian name
Best reply email address and phone number
Student’s full name
School name and city
Grade and teacher or homeroom
Photo event, such as Fall, Spring, Graduation, Sports, or Yearbook
Picture Day date, if known

For gallery or Online Code problems

Online Code
Email used to access the gallery
Screenshot of the page or error
Date the gallery was expected to open

For shopping-cart or payment problems

Package or product name
Cart subtotal and final total
Promotion code
Device and browser
Exact error message
Last four digits of the payment card only

For completed orders

Order Number
Email used at checkout
Order date
Delivery method and shipping address
Tracking number, if available
Exact missing, damaged, or incorrect item
A copy or screenshot of the order receipt when helpful

The customer-service email listed on Van Gogh order receipts is info@vangoghphoto.com. The Order Number printed on the receipt is usually the fastest way to locate a purchase.

For product-quality or privacy issues

Private photos of the product and packaging
Screenshot of the intended selection
File name for a digital issue
Do not publicly post another student’s image

Important: Never submit a full card number, security code, banking password, Social Security number, or account password. Van Gogh does not need that information to research an order.

Submit the information through the Van Gogh Help Center and ticket form or email info@vangoghphoto.com. Complete details allow the team to begin with the correct student, event, and order.