Need help from SmugMug

PictureThis!

I was so excited to sell my first canvas, until it arrived and the customer called to tell me that one of the heads is cut off and some of the feet in the picture! I went to my site and looked at the crop box for the picture and it looked fine. What can I do? It's going to cost me what I charge to replace it (after s/h) :cry . I guess the crop box for the mounted canvas is misleading, and unfortunately at my cost. Any suggestions?

Andy

PictureThis! wrote:

I was so excited to sell my first canvas, until it arrived and the customer called to tell me that one of the heads is cut off and some of the feet in the picture! I went to my site and looked at the crop box for the picture and it looked fine. What can I do? It's going to cost me what I charge to replace it (after s/h) :cry . I guess the crop box for the mounted canvas is misleading, and unfortunately at my cost. Any suggestions?

Ouch, so sorry that you got a crop issue on your canvas. We try to be very careful in explaining it:
http://www.smugmug.com/prints/mounted-canvas-prints
http://smugmug.jot.com/WikiHome/Printing/CanvasPrints


What will it cost you? Not one cent. We fully guarantee everything at SmugMug!
http://www.smugmug.com/prints/our-guarantee.mg

Please reply with order# and I'll get it sorted out for you.

PictureThis!

Thanks Andy! You have saved my butt (and pocketbook)! I don't know if the image she selected is going to be acceptable for the mounted canvas. Should I upload the image without it being cropped so tightly and use it? The order number is SmugMug Order # 399283. Please let me know if I need to do anything.

Again, you are a lifesaver!

Allen

PictureThis! wrote:

Thanks Andy! You have saved my butt (and pocketbook)! I don't know if the image she selected is going to be acceptable for the mounted canvas. Should I upload the image without it being cropped so tightly and use it? The order number is SmugMug Order # 399283. Please let me know if I need to do anything.

Again, you are a lifesaver!

Tight crops will not work with framed canvas. Remember that part of the
image is wrapped around (along with head tops and feet:D). I think they
really need double outlines in the cart, one for the crop and one for the part
not wrapping.

SteveM

PictureThis! wrote:

Thanks Andy! You have saved my butt (and pocketbook)! I don't know if the image she selected is going to be acceptable for the mounted canvas. Should I upload the image without it being cropped so tightly and use it? The order number is SmugMug Order # 399283. Please let me know if I need to do anything.

Again, you are a lifesaver!

Hi Michelle,

Yup, this is too tightly cropped to be usable as a mounted canvas. There are three easy ways to always ensure a great canvas:

1) Always prepare your file first by matching the 'Actual Print Size' here: http://www.smugmug.com/prints/mounted-canvas-prints

For an 11x14, this should be 15.4" x 12.25". Crop to this dimension in Photoshop (or your fav editing program) leaving the resolution field blank.

2) With your photo cropped, now make a selection, 'fixed size' of 11x14 and hover it over your photo. Try to center it and get a good approximation. Anything outside the selection will be wrapped. Anything inside the selection will be what's left to view on the mounted canvas. Remember to leave enough head and foot room for a nice frame.

3) Clear the selection, save your newly cropped 15.4 x 12.25 photo (keeping a copy of the original of course) and send it up to SmugMug. If everything goes as it should, you should get no crop lines in the shopping cart, or they should encompass the entire photo perfectly. Don't adjust this, as this will readjust the 15.4 x 12.25 aspect ratio. This isn't to decide where the 11x14 crop will be, or what will be shown on the mounted canvas.

What we would like to do is have you prepare your new file, then give us a shout either here or at help@smugmug.com and we'll be glad to take a look at it to be sure it'll print great. Then we can have you place a new order for this, send us the order number, and we'll be happy to void the charges. Doing it this way will ensure you don't have to pay shipping twice as well.

Let us know how we can help, Michelle!

PictureThis!

Thanks Steve! I will get this prepared tomorrow at work.

It would also help, I believe, to either have double crop lines as suggested above, or the cropped area is what is visible on the canvas. The links that were sent to me (which I've read before) my customers probably never see. Maybe that could pop up when someone adds a mounted canvas to their cart.

Andy

PictureThis! wrote:

Thanks Steve! I will get this prepared tomorrow at work.

It would also help, I believe, to either have double crop lines as suggested above, or the cropped area is what is visible on the canvas. The links that were sent to me (which I've read before) my customers probably never see. Maybe that could pop up when someone adds a mounted canvas to their cart.

We are trying re: the cart cropping.

BUT you can control the crops, set to proof delay and then you have control over things. You can replace images

PictureThis!

Andy wrote:

We are trying re: the cart cropping.

BUT you can control the crops, set to proof delay and then you have control over things. You can replace images

That is a good point Andy. I always do check everyone's crops, but I wasn't thinking about the mounted canvas being different.

PictureThis!

O.K. here's the image at the dimensions that you gave me. Let me know if it will work or not. These are very picky customers, so if it's close, I can make adjustments. Thank you guys so much.

I'm debating on not offering the canvases now. Is there any way you can change the proof days just on canvas orders?

SteveM

PictureThis! wrote:

O.K. here's the image at the dimensions that you gave me. Let me know if it will work or not. These are very picky customers, so if it's close, I can make adjustments. Thank you guys so much.

I'm debating on not offering the canvases now. Is there any way you can change the proof days just on canvas orders?

Hi Michelle,

This image is still close. It's likely that some toes will be lost, or very very close to the edge, and the gent could use a little more headroom still. Keep in mind, this print is very likely going to make it into some type of a frame, and the way it's cropped right now, even if nothing important is wrapped, it will most certainly be obscured by your typical frame.

While you can't increase the number of proof days specifically for canvas, you can increase your proof days, and have it not matter. Whether proof delay is set at 2 days or 7, the second the order is ready and you hit 'Ship It', off it goes.

PictureThis!

SteveM wrote:

Hi Michelle,

This image is still close. It's likely that some toes will be lost, or very very close to the edge, and the gent could use a little more headroom still. Keep in mind, this print is very likely going to make it into some type of a frame, and the way it's cropped right now, even if nothing important is wrapped, it will most certainly be obscured by your typical frame.

I will see if I can change it a little more. The original is so tight in the first place. Any suggestions anyone?

PictureThis!

What do you think about this one? Is it better? Will it work? I had to do some PS'n on it.

Andy

PictureThis! wrote:

What do you think about this one? Is it better? Will it work? I had to do some PS'n on it.

Should be good.
Next time, step back, and allow for cropping and wrapping if you plan on selling canvas.

PictureThis!

Andy wrote:

Should be good.
Next time, step back, and allow for cropping and wrapping if you plan on selling canvas.

So should I follow Steve's instructions with reordering?

Thando

PictureThis! wrote:

So should I follow Steve's instructions with reordering?

Yep, go ahead and follow Steve's instructions.