Orders and Print Files
Shopify still holds the order. Custy adds the design and print-ready files for custom line items. When files are missing, check both places before you cancel the order.
Where to look first
- Open the order in Shopify Admin and find the custom line item
- Open the same order or product flow in Custy if your dashboard lists orders
- Download or open any print-ready file attached to that line
- Confirm the customer actually completed Design Lab and checkout
No print file on the order
Ask whether the shopper used Customize It. A normal add-to-cart without the designer will not create custom artwork. If they did customize, re-check Custy product setup and place a new test order on that product.
File opens but looks wrong
Compare the file to the print areas and sides you configured. Fix the product setup, then decide with your fulfillment partner whether to reprint or contact the customer.
Fulfillment partner questions
If you fulfill with Cheapest Print On Demand, confirm your CPOD connection and their requirements for file type and size. For app or file delivery problems, email info@CheapestPOD.ca with the Shopify order number.