Exclusive to PortfolioPlus and ProSuite subscribers.
Did you know that you have the ability to review and approve your customer orders before they go into production? We highly recommend that you take advantage of this feature, as approving orders grants you the ability to make any necessary changes before we submit the order to the lab. Changes may include replacing a selected image with a higher resolution version, adjusting any cropping, or simply fine-tuning the selection to be sure that the product is perfectly aligned with your artistic intentions.
It is up to you to approve all submitted orders quickly so that your customers aren’t kept waiting for their orders to be fulfilled. Client's are charged for their order at the time that they are placed, not when the orders are approved. If pending orders are not approved within 21 days, they may be cancelled and refunded automatically for the customer. |
Enable Manual Order Approval
Order Approval is determined for each individual Price List and can be edited at any time when creating or editing a Price List. Please note that Order Approval is enabled by default in your created Price Lists. Follow the steps below to disable or re-enable the manual approval of orders:
- In your account, click on the
Selling icon on the left-hand side.
- Go to the Selling Price Lists tab.
- If you want to edit an existing Price List locate than and click Edit. Or if you are creating a new Price List, click Create Price List.
- In the Price List, click on Price List Settings, in the top right-hand corner.
- Choose whether you want to approve orders manually or automatically for each overall type of product.
Keep in mind Print Lab orders that are approved automatically will be sent to the lab directly for printing as-is and changes like cropping, address change, or even cancelling orders may not be possible once the lab has received the order. ALL orders that are set to be approved manually must be approved within 21 days, or they will be cancelled and refunded.
- Click Save.
Once you're done making changes to the Price List, be sure to click Save so that your changes for the Price List itself are also saved.
Payments for Pending Orders
Payment for the order is always collected at the time that the order is placed. This happens regardless of whether or not Order Approval has been enabled. This means that your clients are charged for the order and pay for the order when they placed the order, NOT after the order is approved. Keeping this in mind, it is important for you to review and approve orders quickly so that your customers are not kept waiting for orders to be fulfilled after they've already paid for the order.
Discounting Pending Orders
After an order has been placed by a client, it is possible to add additional discounts to the order. Because payment has already been processed for the order, the client will receive a partial refund in the amount of the discount, once the order is approved.
For all non-USD orders processed through Stripe, the following applies:
If a discount is applied to the order during the approval process, after it has been placed, a partial refund will be generated to reflect the discount. This partial refund issued to the client will be charged to the credit card on file for the Zenfolio account owner.
Additionally, if a pending order is discounted during approval, Stripe charges an additional fee, on the discounted amount, of 1% for USD transactions and 2.9% for non-USD transactions. This additional payment processing fee from Stripe will be seen on Stripes end of the reported payment.
21 Day Limit on Unapproved Pending Orders
There is a time-limitation on the Order Approval feature, set simply for the benefit of your customer: you have 21 days from the time the order is placed to review and approve it. If not approved in that time frame, the order will automatically be cancelled, and a refund issued to your customer.
Client's are charged for their orders at the same time that the orders are placed, not when orders are approved. Because payment is collected at the time of placing the order, it is important to make sure that the orders are approved quickly.
Because payments are collected through our integrated payment processors, Zenfolio is responsible for ensuring that if the orders are not fulfilled within a certain timeframe, the client is due a refund for the products that have not been approved to be fulfilled within 21 days.
Reviewing, Approving, and Cancelling Pending Orders
- In your account, click on the
Selling icon on the left-hand side.
- Go to the Orders tab.
- Select to see the orders that Need Approval.
- In the list of orders, click on the order you need to review.
Review the order and customer details.
- In the order, scroll down to the Products section and use the Change Options button or the Crop button to make any necessary adjustments to that particular product or photo.
- You can use the More Actions dropdown menu to email the customer about any questions you might have regarding their order, give a discount to the order, or you can contact our support team with any questions about the order.
- Once you've reviewed the order, and made sure that everything is ready for print, click on the Approve button. If you need to cancel the order for any reason, click on the Cancel button. Note: Approval and Cancellation cannot be reversed.
When you choose to Approve or Cancel the order, you'll be prompted to confirm your action. These actions cannot be reversed once completed.
Note: Cancelling orders will automatically refund payments back to the clients from the payment processor that originally handled payment. Clients should allow 2-10 business days for refunds to be fully processed by their bank and added to their banking statement.
There is a commerce fee of 7% per order (calculated on the order sub-total, excluding tax and shipping) and an additional payment processing fee* (calculated on the order total, including tax and shipping).
*The exact Payment Processing Fee differs based on form of payment and location of seller. There may also be a difference in the Payment Processing Fee if the client is deemed international. Click HERE for more information regarding the fees involved with selling.