Common questions

My customer says they didn't get the email

Ask them to check their spam or junk folder. You can always send the link yourself: Customer link on the order, Copy approval link on a mockup, or Copy customer link on a quote, then paste it into your own email or a message.

Setting up your own email domain helps emails land in the inbox.

Does it connect to my online shop?

Not automatically. Add each custom order yourself with its website order number; it takes about a minute. See Adding an order.

Does it do invoices?

No. ArtworkDesk handles quotes, approvals and production. When a quote is paid or confirmed, approve it and invoice from your accounts software as usual.

Can I change a line after the mockup is approved?

No, approved designs are locked so that what's made is what was signed off. Click Cancel item on that line and add a new line with the changes; it goes through approval again.

Can I undo cancelling a line?

No. Add the product to the order again with Add a product to this order.

Can I change the customer on an order?

No. Delete the order and add it again for the right customer.

The customer approved by phone. What do I do?

Click Approve without the portal on the line and note the reason. See Changes, reminders and approving for the customer.

A customer sent the wrong file type

Customers can send design files (AI, EPS, PDF, SVG, PSD, CorelDRAW), images (PNG, JPG, TIFF, GIF, WebP), embroidery files (DST, PES, EMB), documents or ZIP files, up to 50 MB each. Any other kind of file can be sent inside a ZIP. If they email you a file instead, add it yourself with Add artwork files. See Getting artwork from customers.

Can customers see our prices or notes?

Customers see their quotes, but never your internal notes, team notes, line instructions or other customers' work.

Can I print a job sheet?

There's no job sheet yet. The production board cards and the order page have everything the workshop needs. Customers can print or save their quotes as a PDF.

Someone has left. How do I remove them?

Settings > Team, then the x next to their name. See Your team and roles.

How do I change our address (yourbusiness.artworkdesk.com)?

Contact support. Links you've already sent to customers use your current address, so we'll help you change it safely.

Still stuck?

Email [email protected] with your business's address and what you were trying to do. A screenshot always helps.