Details for Support Requests

Commerce

Studio

Capture

Portal

Here at Fotomerchant, we pride ourselves on providing great customer service. If you are experiencing any technical difficulties or have a question about a product, don't hesitate to contact us using [e-mail] 

Below are some guidelines of what information can be useful and are required for the various support requests. 

Jump to:

• Shopping cart issue
• Email issues
• Uploading Issues
• Capture issue

Summary to provide of the problem at hand

• To your best knowledge, when did the problem occur? Has it occurred before?
• Identification details where applicable:
  • Platform (Studio, Commerce etc.)
  • Session
    
  • Subject
  • Image number 
  • Batch Job number
  • Order number - a link to the order; preferably copy and paste the order number in Slack. Information in screenshots, while helpful overall, cannot be copied and slow us down a little if not provided along with the written information.
    
• Supporting evidence:

  • Screen capture video recording

  • An outline detailing the step by step process and results

• Supporting assets:

  • CSV Files

  • Data Files

  • Images

• Studio Specific:

  • Installed application version (click the three dots in the top right-hand corner to view).

  • Operating system used: Mac or Windows

  • Application log files attached:

    • Windows:
      Open the following folder in File Explorer:
      %APPDATA%\Fotomerchant Studio\logs\
      This path should take you to a path similar to this:
      C:\Users\{YOUR USER ACCOUNT}\AppData\Roaming\Fotomerchant Studio\logs\

    • Mac:
      Go to Finder and open the Go menu at the top of screen.
      Select Go to Folder and enter ~/Library/Logs/Fotomerchant Studio/ into the prompt and press enter to view the folder with your App logs.

Shopping cart issue

• Send through an overview of the concern (refer to summary items needed above).
• What device is the customer ordering from? Desktop or mobile device?
• Who is your internet provider (if using a computer) or cellular provider (if using a mobile phone)? 
• What browser is your client using when this issue appears?
  • It would be great if you could get the customer to go to this website (https://www.whatsmybrowser.org/) and copy the link at the top of the results, then send it back to us. This will give us much more useful details on the device they are using. 

 

Email issues

• Send through an overview of the concern (use the summary above as a reference).
• Forward a copy of the email in question.
• Let us know the email addresses and the names of the customers that have reported the issue. 
• Let us know the session name or UID. 
  
  

Uploading Issues

• Send through an overview of the concern (use the summary above as a reference).
• Let us know which platform/method you are using to upload.
  • Studio
  • Capture
  • FTP - Filezilla or GoodSync
  • CSV data file or smart scan
  • Manually created
  • Drag and drop
• Send through the Session Name and UID.
• Describe the issue and if possible send through a screenshot of any error messages you are seeing.
•  

Capture issue

• Provide a detailed overview; the more details, the better the team can assist (use the summary above as a reference).
• Include device numbers and session/event names.
• If it is a particular gallery concern, please send through the gallery link.
• A brief video of unexpected behavior is welcome, when convenient.