Customer cropping issue

mbellotmbellot Registered Users Posts: 465 Major grins
edited April 4, 2008 in SmugMug Pro Sales Support
Andy (any support hero trolling the forums),

I received an email that I had a customer place an order tonight. When I went to check it I noticed a couple pictures were cropped by the customer very poorly.

Is there any way to get them re-cropped before printing?

Its order #533803, image 731G0313 has been cropped to both 5x7 and 8x10 with the crop just centered, which causes the 5x7 to get near the girl's head and actually cut off part of her head on the 8x10.

I tried emailing help@smugmug, but haven't heard back yet (about 90 minutes) so I'm giving a holler here too.

Help!

Mark Bellot
mbellot.smugmug.com


PS - I'm going from here to my control panel and turning on proof delay. I had hoped to avoid it, but I guess its meant to be...

Comments

  • AndyAndy Registered Users Posts: 50,016 Major grins
    edited March 22, 2008
    mbellot wrote:

    PS - I'm going from here to my control panel and turning on proof delay. I had hoped to avoid it, but I guess its meant to be...
    Please do that :D

    We can't change this order, it's already processing and printing. But we'll do a new order for you, no worries. Email our our Support Heroes with the details, and link to this post, and we'll take care of you and your customer. Of course there's no charge, for the new order, to your or the customer, it's all part of the SmugMug Guarantee!.

    Thanks!
    Andy

    Portfolio • Workshops • Facebook • Twitter
  • bhambham Registered Users Posts: 1,303 Major grins
    edited March 22, 2008
    Yeah, set any gallery with photos for sale to proof delay. 98% of the time I don't change anything, but when I do need to it is invaluable. I just put 7 days in, but usually I clear them within 24 hours. I have it set to 7 in case I was away from internet access for an extended period. Easier to set to 7, than to set to 2, but before you go on vacation try to have to remember to change the delay on all galleries with images for sale.
    "A photo is like a hamburger. You can get one from McDonalds for $1, one from Chili's for $5, or one from Ruth's Chris for $15. You usually get what you pay for, but don't expect a Ruth's Chris burger at a McDonalds price, if you want that, go cook it yourself." - me
  • mbellotmbellot Registered Users Posts: 465 Major grins
    edited March 22, 2008
    Andy wrote:
    Please do that :D

    We can't change this order, it's already processing and printing. But we'll do a new order for you, no worries. Email our our Support Heroes with the details, and link to this post, and we'll take care of you and your customer. Of course there's no charge, for the new order, to your or the customer, it's all part of the SmugMug Guarantee!.

    Thanks!

    Andy,

    I've already started an email conversation with Rich. Hopefully we'll get this squared away.

    Thanks!

    As promised, proof delay is now on for all images that are for sale (some aren't so its a non-issue there).
  • Craig RidleyCraig Ridley Registered Users Posts: 169 Major grins
    edited March 23, 2008
    bham wrote:
    Yeah, set any gallery with photos for sale to proof delay. 98% of the time I don't change anything, but when I do need to it is invaluable. I just put 7 days in, but usually I clear them within 24 hours. I have it set to 7 in case I was away from internet access for an extended period. Easier to set to 7, than to set to 2, but before you go on vacation try to have to remember to change the delay on all galleries with images for sale.

    Is there an easy way to set proof days across all galleries, or do I need to do this gallery by gallery?
    My Site: http://www.craigridley.com
    Facebook: http://www.facebook.com/craigridleyoutdoorphotography

    Want to save $5 on a smugmug account? Use this coupon code: WzG2eZLQPGrqI
  • AllenAllen Registered Users Posts: 10,013 Major grins
    edited March 23, 2008
    Craig Ridley wrote:
    Is there an easy way to set proof days across all galleries, or do I need to do this gallery by gallery?
    Get SmugBrowser and you can do them all starting at any level using "bulk update".
    http://www.dgrin.com/showthread.php?t=47484
    Al - Just a volunteer here having fun
    My Website index | My Blog
  • mbellotmbellot Registered Users Posts: 465 Major grins
    edited March 23, 2008
    Allen wrote:
    Get SmugBrowser and you can do them all starting at any level using "bulk update".
    http://www.dgrin.com/showthread.php?t=47484

    Thats exactly what I did (used SmugBrowser), it took less than a minute to set a five day proof delay on over 5500 pictures. thumb.gif

    And a gigantic thumb.gifthumbthumb.gif to Ivar and all the support heroes for getting this resolved.
  • Craig RidleyCraig Ridley Registered Users Posts: 169 Major grins
    edited March 23, 2008
    Allen wrote:
    Get SmugBrowser and you can do them all starting at any level using "bulk update".
    http://www.dgrin.com/showthread.php?t=47484

    clap.gif Thanks Allen. Took less than a minte compared to hours I would have spent doing in manually!
    My Site: http://www.craigridley.com
    Facebook: http://www.facebook.com/craigridleyoutdoorphotography

    Want to save $5 on a smugmug account? Use this coupon code: WzG2eZLQPGrqI
  • just4funjust4fun Registered Users Posts: 25 Big grins
    edited April 4, 2008
    Can someone explain how proof delay works?
  • AndyAndy Registered Users Posts: 50,016 Major grins
    edited April 4, 2008
    just4fun wrote:
    Can someone explain how proof delay works?

    Sure!

    Proof Delay allows you to review the order before it's sent to print,
    make corrections and changes to the cropping as well as auto versus true
    color. Best of all, you have the opportunity to totally replace any
    image that is ordered, with your choice of a replacement, still allowing
    you to adjust the crop and color setting after replacing it. For more
    info on this, please see the links below which would eliminate any
    problems in the future:

    http://www.smugmug.com/help/proof-retouch-replace
    http://wiki.smugmug.com/display/SmugMug/Proof+Delay
    Andy

    Portfolio • Workshops • Facebook • Twitter
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