Customers’ questions
Why is my design flagged as low resolution?
Why is my design flagged as low resolution?
A design’s resolution is its pixels divided by its printed size. A
500 px wide logo printed 2” wide is 250 dpi. The builder flags any
design under the shop’s floor (usually 300 dpi) and tells the
customer the largest size that passes — for that logo, 1.66”. They
can shrink it in the list, or upload a larger file. Text and SVG
graphics are vectors and never trigger this.
My design got smaller after I cropped it
My design got smaller after I cropped it
That is intended. A crop keeps the artwork’s print scale, so the
piece shrinks by what was cut away. Stretching the cropped pixels
back to the old size would drop the resolution under the floor and
block checkout. Set the size you want in the list after cropping;
the DPI verdict updates as you type.
The Remove background switch is greyed out
The Remove background switch is greyed out
The upload is already transparent, so there is no background to
remove. The switch is disabled to keep the artwork’s own edges
untouched.
Why can't I add an outline and a halftone together?
Why can't I add an outline and a halftone together?
A screened keyline prints badly, so the two are exclusive: the
Halftone switch hides while a design has an outline, and Outline is
disabled while Halftone is on.
Why did my order split into two sheets?
Why did my order split into two sheets?
The pack was longer than the shop’s maximum sheet length, so the
rest went onto Sheet 2. Both are in the order and both are billed.
Can I move the pieces myself?
Can I move the pieces myself?
If the shop allows it, yes: select a piece on the sheet to move or
resize it. Resizing updates the design’s size and its resolution
check. Auto-nest re-packs everything at any time.
Shops’ questions
The price on the product page does not change while the customer builds
The price on the product page does not change while the customer builds
Check Price target on the design. With Print Options it must be
po:dimensions; with a theme input it must be a selector that
matches an input on the page. If the widget’s option set has no
dimensions field, the in-builder price only updates on save — the
final price is still right.Customers see 'The nesting service is unreachable'
Customers see 'The nesting service is unreachable'
The packer runs on our servers and the builder could not reach it,
usually a network blip. The customer can retry with Auto-nest. If
it persists on your store, contact support with the time and the
store domain.
Can I bill fixed sheet sizes instead of length?
Can I bill fixed sheet sizes instead of length?
Yes. Set Bill per to Fixed sheet lengths and list the lengths
you sell. The builder rounds the used length up to the next listed
size and sends the sheet count as the billable value.
Where is the customer's original upload?
Where is the customer's original upload?
The print file places the original at full resolution, so you do
not need it separately. It is still in the project’s files if you
want it, alongside the print PDF.
I changed the film width, but an old project still shows the old width
I changed the film width, but an old project still shows the old width
Projects snapshot the design’s settings when they start. Customers
who resume an older project keep the film they designed on; new
projects use the new width.
The Gang Sheet option is missing when I create a design
The Gang Sheet option is missing when I create a design
Gang sheets need the new editor. Turn on Switch to new Editor in
Settings, then create the design.