Check the OpenCart Dashboard
Look for that customer’s order
Download the PDF and see if the PDF has same errors
Escalate to kensington@support.photobook.ai with the email and orderID
Depending on the error (and if we still have the original photos) we can manually render a new PDF and resend for printing
Else we may have to get user to remake from scratch (ie: create new campaign and launch)
Cover Error: #
The only time we make a rendering error on the Text portions is for example, they used Japanese/Asian character set keyboard and used certain proprietary emoticons (like you get on special keyboards you can download for your phones from LINE, Telegram etc) , and we don’t support such emoticons (as they are prioprietary) it will get rendered as just a blank square box. Else if there is any other error, its likely a typo by the customer, which we can see from the project file. Kensington then needs to decide if they will pay for another book. We can relaunch the campaign and have the user edit and re-submit for printing manually.
Error in photo upload: #
Impossible. If photo is no uploaded, then it won’t even appear in the book project at the editing phase. So the book cannot be completed nor ordered if the photos did not even make it up to the cloud!
