I had 2 vector items in the queue. One (A Frog) has been processed and accepted, and i have the email confirmation. But it is on the front page with the contents of the second item still in the queue. I downloaded and it has the contents of the item still in the queue. How can that happen??? The Frog has completely disappeared.
(Support Ticket in its own long queue now.)
That’s pretty crazy. My guess is that either the backend of the system has a few bugs OR possibly the reviewer just goofed up and made a mistake. But it’s hard to know since we don’t know the actual process a file takes after we upload it.
Ironically the ‘lost’ item is “Froid, the Frog with Multiple Personalities”.
What shall i do? If i delete the confused item, the second item still in the queue might be rejected because it is the same images but with the incorrect Frog title and description, and if i upload the Frog again it might be rejected because it has already been through the system. Where would the correct image files for the approved item (Frog) be waiting??
Hi Jo, how are you, can you please post your ticket ID? From what I understood, everything is fine except for the item’s preview image, which currently displays a different item, is this correct?
If so, a quick way to fix it is by resubmitting the correct preview image, through the item’s page
› Edit tab. Make sure after uploading, to assign it to the Image Preview drop-down box:
Then, simply leave a quick message to the reviewer explaining the mix up and that’s it! Please let us know how everything works out. If you need any additional assistance, don’t hesitate to ask. Cheers!
Hi Dzinc, Thanks very much for the prompt response. I thought i could Edit but when i downloaded the main file to see what is inside, it contains the Office Worker Businessman as shown in the preview and thumbnail. So the Title (which i can’t Edit) is wrong, and the Description (which i could change) is wrong. The Frog main file/preview and thumb have disappeared. To be fair, the confusion could be related to the fact that i originally uploaded both items close together, then Deleted the Office Worker Businessman because i saw an error. It was in the queue before the Frog. Then i re-uploaded after correction so it was after the Frog in the queue, and is still in the queue. Maybe the files got mixed up in the queue?
My ticket ID is #ECC-141-42337
Hi again Jo, thanks for clarifying the situation! The ticket has already been forwarded to the Review Team, who’ll be sure to contact you as soon as the issue has been looked into, and can better explain the cause.
For the time being, I suggest just leaving the item as is, until they do review all the files, that way it prevents any further confusion. Since you’ve already left a note to buyers, explaining the mix up in the title, it shouldn’t really cause any problems.
In the meantime, thanks for being so patient. Hang in there, and hopefully all will be sorted sooner than later! Keep up the amazing work. Cheers.
Hi Dzinc, I very much appreciate your care and attention on this, thank you. The chances are that it was my error somewhere and I will find out eventually.