Fotomerchant has the ability to automatically send customers the photos they purchase as digital files. Occasionally, this process may be delayed by a few tricky setting culprits. We've made some brief videos to help you troubleshoot what might be happening.
Jump to:
- Digital File stuck in processing (file analyzing), and photo upscaling procedure
- Session stage set to hold digital files
- The digital product is incorrectly configured as a custom digital product
- Pre-pay digital order
- Allow final pose choice is turned on and it is a multi-pose or greens screen background session
- Digital file requires upscaling
- Digital gallery products require subject images
- Confirm customer digital delivery
Digital File stuck in processing (file analyzing), and photo upscaling procedure
- If an order is stuck whilst analyzing, open the order (either from the Orders tab in the session, or search with the order code by double-pressing the Shift key and entering it in the search bar).
- Once on the order page, scroll down to see the image - it will have red buttons that highlight the need for action.
- Click the Upscale button to resolve and send the order to the customer.
Session stage set to hold digital files
- Open the order (either from the Orders tab in the session, or search with the order code by double-pressing the Shift key and entering it in the search bar).
- Scroll down to view the image being held. Click on the image to review it. Click the Use Image button to confirm, or, if you need to update that image, edit & save the changes and click the Upload Image button to submit the new version.
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Note: If you are confused as to why digital downloads are being held, review the session settings to validate why the order had been held. Open the session and click the Cog icon on the current session stage and select the Edit button from the drop-down menu. Scroll down to Options and check the Hold Digital Downloads setting. |
The digital product is incorrectly configured as a custom digital product
- Open the order (either from the Orders tab in the session, or search with the order code by double-pressing the Shift key and entering it in the search bar).
- Review the order details and if a product has been incorrectly created as a Custom Product, rather than a Digital Product, you will need to contact the support team on Slack and request a change in both the order and the catalog. Also, ask the team to check if any other orders include the incorrect product - these will also need to be rectified before they can be successfully processed.
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Note: Custom products are configured to be delivered by the studios themselves. |
Pre-pay digital order
- If there is a Digital Product order that was purchased in a Pre-Pay stage, the subject must be successfully matched before any images can be sent. Open the relevant order and click the green Match to Subject button.
- By using the school-supplied data as a reference and find the subject in the drop-down box (be aware that there may be a spelling mistake or something in the data that has caused the subject to not be matched).
- Once you are sure you have the correct subject, click the tick box to the left of the window and click the green Approve Selected Matches button. The digital file will begin to generate, you can keep watch of the progress on the order page. Watch the video above for a short tutorial example.
'Allow final pose choice' is turned on and it is a multi-pose or greens screen background session
- Open the order (either from the Orders tab in the session, or search with the order code by double-pressing the Shift key and entering it in the search bar).
- If the Status of the order is Waiting for Confirmation, click the link for the Order URL and you'll see what is happening in the customers' cart.
- Click the green View Digital Downloads button. For the digital file to be confirmed, the customer will need to enter their shopping cart, confirm the image/pose/background and click the green Finalize Options button. If you definitely know what the customer wants, you can confirm the settings on their behalf from this screen.
- Once confirmed, and the digital file has been generated, the parent will be able to download the product.
Digital file requires upscaling
Auto upscale is available, reach out to your support team on Slack
- Open the order (either from the Orders tab in the session, or search with the order code by double-pressing the Shift key and entering it in the search bar).
- Once on the order page, scroll down to see the image - it will have red buttons that highlight the need for action.
- Click the Upscale button to resolve and send the order to the customer.
Digital gallery products require subject images
If a person tries to buy a digital gallery product without having any subject images, they won’t receive any digital products. Groups and public galleries are not accepted for digital gallery products.
If you are still not sure why a digital product that was ordered is not sending please reach out to your support team using your Slack Studios channel.
Confirm customer digital delivery
Understanding how to verify downloads after purchases is important if a customers requests another confirmation or if there is a dispute that needs to be rectified.
This information can easily be found when looking through the order information page on Commerce:
When looking through the order information, take a close look at the specific digital product. Within the product information for the digital download you will see a line labeled Download count. This shows how many times the digital product has been successfully downloaded.