Commerce
Studio
Capture
Here at Fotomerchant, we pride ourselves on providing great customer service. We are a fast-growing company with staff across different countries and continents, so we can cover support throughout various different time zones.
If you are experiencing any technical difficulties or have a question about a product, don't hesitate to contact us via your dedicated Slack channel. It is worth noting that the more information you give us initially, the better and faster we'll be able to help.
Below are some guidelines of what information can be useful and are required for the various support requests.
Jump to:
Shopping cart issue
- Send through an overview of the concern.
- What device is the customer ordering from? Desktop or mobile device?
- 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 all sorts of information on the device they are using.
Email issues
- Send through an overview of the concern.
- 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.
- Let us know which platform/method you are using to upload?
- Studio
- Capture
- FTP - Filezilla or GodSync
- 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.
Background changes on an order (new feature coming soon for this)
If you send through a request to change the background on an order we will need to the following information:
- Order reference number (it is always in the format 022-XXX-XXXXX)
- Subject Information (for verification purposes)
- Current background name
- Current background code
- New background name
- New background code
- Does the background get applied to the entire order or Specific images or packages?
- Provide the product/package (if it applies to specific Products/packages).
- Provide the image file name (if it is for specific images only).
Capture issue
- Provide detailed overview - the more details, the better the team can assist.
- Include device numbers and session/event name.
- If it is a particular gallery concern, please send along the gallery link.
- A brief video of unexpected behavior is welcome, when convenient.