Repeat order designs

We have an issue with the system not picking up on the fact that production ready artwork is already available for repeat orders.

Customers are being asked to pay again for set ups which they have already. Not good for customer engagement! We REALLY shouldn't be expecting customers to know enough about our systems to be able to use the designer when all they want to do is reorder something!

What we therefore need is for the system to overwrite the base artwork with the production artwork when it's uploaded via artwork approvals, which it already partially does. That way the customer will see what they're ordering & not get a duplicated charge.

I've raised this with support & they're reply was:

"I think in this case the possible improvement will be to adjust which types of designs show up in the my embroidery section and maybe make it more clear which designs are already digitized and embroidery ready. This should allow the end user to make the best informed decision about which design to use. I will be passing feedback along these lines to our programming team."

That would help, but it still involves the customer, who just wants to buy a t-shirt, selecting the right file / design..... It's not right is it...... It really wants to be automated! THAT'S an improved customer experience......

Do it!!!!

DecoNetwork Team

Cristofer Cruz

March 10, 2022 23:01

Hey Richard, a reordering system exists already in the customer account area and does not require the consumer to even load the designer at all. That would be the best option for customers to reorder previous designs. They can simply go into the purchases section, select an order then press the Reorder button. The items from that order will be added to their shopping cart and they can proceed to checkout from there.

Brian Hulley

March 11, 2022 01:58

Hi Chris,

Does this waive the digitzing/setup fee?

If so, do we have any control on the timeline of how long they are waived for, or an option to choose not to waive them?

Thanks mate.

Richard Mattinson

March 11, 2022 08:17

That isn't the issue Cris, as I said the problem is the system doesn't pick up on the fact that there's already production ready artwork available. It loads the new order using the base artwork & tries to make charges for re digitizing the file

Comments