Classroom and Lab Computing

Print Credit Policy and Procedures

These are the procedures and policies that govern crediting a user for pages not printed or misprinted by a printer in ITS managed student labs or technology classrooms, and the procedures that need to be followed to request a credit.

Procedures

• If no output came out at all there may not be any print record.   Look at your page totals to see if there might have been a charge.  If you aren't sure, then request a credit and the accounts office staff will look up your printing records for that day and location.
   
• Requests for credit should be submitted immediately.
   
• The Print Credit Request web page must be used to submit all credit requests.
   
• The information supplied must be complete and accurate enough to find the corresponding print charge record.
   
• Fraudulent requests may be sent to Judicial Affairs.
   
• All requests are verified by the accounts office and responses are sent by email.
   
• Appeals of the decision may be set to labprint@psu.edu, your access id must be included in the email.
   
• Requests after the end of a semester will not be processed.
   
• Granted credits can be reviewed by looking at your page transactions at the User Printing Management web site.
   

Policy

• The print job must be verified as being billed for by location, date, time, userid and number of pages before credit is given.
   
• Credit is based on the pages billed rather than the reported pages.  Partial credit can be given.
   
• The credit request must be submitted before the end of the semester.
   
• Credits add pages back to your semester printing record according to what pages were "used" by the print job.  So if all LionCash+ purchase pages were used to print the job, then the credited pages are added to your total of LionCash+ pages.  Same for the semster allocation ("free" pages) or unit allocation (additional pages) totals.  You will see those numbers in the transaction record at the User Printing Management web site.  If a job used a mix of LionCash+ pages, unit allocation pages, and semester allocation pages, then the appropriate number of pages are added to each of these totals.
   
• There are two categories of printing problems that may receive credit:

Category one—no pages were printed

Several things can cause this, in some cases the user is charged for the job while in others the job is deleted without any actual charges to the user. Verifying that the job has been charged for must be done before a credit can be given.  If no popup messages appears on the users computer that is a strong, but not certain, indication that no charges were generated and therefore no credit should be issued.

Category two—the pages printed were not what the user wanted

Credit will be given if the printer or software generating the print job is at fault such as smudged pages, missing pages, garbage characters, crumpled paper or similar problems. 

• User errors such as printing too many copies, printing the wrong file, printing portrait when landscape was wanted, or printing to a color instead of a black-and-white printer, will not receive a credit.   Most applications have a Print Preview menu item or icon that should be used to verify the output is what is wanted.