Quick Answers

Behaviour that looks like a fault and is not. Each answer says what happened and where to look. For a problem that needs fixing, start at Troubleshooting; for the product in general, see FAQ: general.

Quotes and Orders

I clicked Mark sent and the quote is still Draft

The email failed to send, so the quote did not flip to sent. The record shows a warning and the activity timeline shows the reason: usually a contact without an email address, which the send dialog offers to add inline.

The customer accepted the quote without logging in

The quote email carries signed Accept this quote and Request changes links, valid for 30 days. Accepting runs the normal accept path and converts the quote to an order.

Why was the order invoiced before dispatch?

Someone used Issue invoice on the order, in full or as a deposit. Dispatch then issues the balance, or nothing when the order is already invoiced in full. An order is invoiced once; a second issue returns the existing invoice.

The invoice reminder went out before the due date

That is the cadence: three days before the due date, on the due date, seven days after and fourteen days after. Paid and part-paid invoices are skipped, and each step sends once.

The chaser stopped chasing

The artwork chaser emails a waiting customer twice, with a fresh approval link each time, then stops and raises a task for staff. Open the dashboard's approval queue to see who is waiting.

The approval link has expired

Approval links are valid for 7 days. Send the proof again from the order; the new email carries a fresh link.

A staff member was told the designer has been notified

That is true now. Artwork approvals, change requests, incoming store, campaign, kiosk and cart orders, and accepted quotes notify the assigned rep, or every active user who works orders, in the panel and by email.

Money

A refund went through Stripe without me opening Stripe

A refund on a return for a card payment is sent back to the customer's card through your Stripe account, and the ledger entry is recorded for you. A refund cannot exceed what is left of the payment. Payments taken by hand are reversed as a manual entry.

The payment on the invoice shows a reference and a received date

Manual payments record both so the bank reconciliation has something to match.

The due date changed when I changed payment terms

Payment terms live on the customer as a list (Net 7, 14, 30, 60, end of month, cash on delivery) and the due date is computed from them.

Commission went down when I discounted a line

Commission is earned on the ex-tax value after discounts, when the order is dispatched.

Production

The board moved on its own

Every open board updates every fifteen seconds. A move on another screen appears within that time.

A card has a Move button as well as drag

Both do the same thing through the same checks. Move opens the list of stages with the next one preselected, for touch screens and for anyone who would rather not drag.

Every card carries Move as well as drag. Both run the same checks.

Stock was reserved when the customer reordered

A portal reorder becomes a quote through the same path as a staff quote, and stock is reserved on acceptance, the same as any other order.

A job is costed at a labour rate the person no longer has

Each time entry is costed at the rate frozen when the clock started. Changing a rate affects entries from then on.

Team and Access

A deactivated rep still shows on old orders

The order keeps its rep, labelled as left, so history and commission stay true. Reassign open work on their team record moves open orders and quotes to someone else.

The sign-in page sent me to a different address

Signing in on printersfriend.com sends you to your own workspace address. Bookmark yourshop.printersfriend.com/app/login.

A team member cannot be reactivated

Reactivation runs the seat check. Deactivate someone else, or move up a plan.

My API token has an expiry date

Every token expires after 365 days and shows the date on the API tokens page. Create a new token before then.

Emails and Documents

My emails come from hello@printersfriend.com

On the platform mailer the address is Printer's Friend's, the sender name is your shop's and replies go to your contact email. Connect your own Postmark or Resend account under Integrations to send from your own domain. See Transactional email.

The invoice email did not say a PDF was attached

The PDF could not be rendered at send time, so the sentence was left out and the activity timeline recorded the gap. Download the PDF from the invoice once the renderer is back and send it again.

The kiosk told the customer the proof will come by email

No SMS could be sent: Twilio is not connected, the plan has no SMS, or the customer gave no mobile number. The wording changes so the customer is not promised a text that will not arrive.

Related Pages

• Troubleshooting: symptoms with the usual cause first
• Contact Support: how to reach support and what to include
• FAQ: General: short answers on setup, signing in and the product
• What's New: what changed in each release