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How can I change the picture in my order?

Hi,

Someone ordered a picture off my website. However, the order details show it picked the wrong picture. How can I delete this picture and add the correct one? Also, how can I setup Fotomoto so it asks me to upload the image when someone orders something?

Thanks,

Bernard
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  • Hi Bernard,

    Thanks for your post. I think we've already figured out the issue for you in response to your support email, but for anyone else following along, the answer is:

    1. We can't change items or quantities in an order once it is placed, so first we need to cancel the order on our end, then you can refund the customer (since you've already been paid) and then the customer can place a new order.

    2. If the customer ordered the wrong picture, it may be possible to swap the picture out for the one desired, but we need to look at the specifics to make sure.

    In either case please do send us an email so we can assist and be sure to include the order number.

    I hope that helps and kind regards,
    Derek
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  • Hi Bernard,

    Just wanted to add to this post to clarify for anyone else reading along.

    When a customer places an order via Fotomoto, we automatically send you an email to let you know that the order came in, and the email will tell what you need to do to complete the order. We automatically create an "order detail" page for every order you receive, and that's where you would upload any images we need to create the order, assuming you're using our automatic fulfillment.

    I hope that helps and kind regards,
    Derek
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