Custom Grille System/Design Errors¶

Common errors¶

- Backend Management System cannot read the file (does not show the preview)¶

a. Go to Kickflip to find the order.

b. Click 'Download all files', unzip the downloaded files. 下載並確認preview和placeholder,

c. Find the original design in 'Print Files' and make sure it matches the preview shown in Kickflip. If it matches and does not violate our submission guidelines, proceed with the Custom Grille Review Process.

*If the 'Download all files' option is down on Kickflip, please report it on Kickflip Issue Trackers, then proceed with the [[Custom Grille Design Reject or Reprint|reprint process]].

- The preview and the full-sized photo shows different designs (some elements are off)¶

Report the issue on Kickflip Issue Trackers, then proceed with the [[Custom Grille Design Reject or Reprint|reprint process]].

- The preview and the full-sized photo shows different colors (inverted)¶

Report the issue on Kickflip Issue Trackers, then proceed with the [[Custom Grille Design Reject or Reprint|reprint process]].

- Extra 'X' sticker in the design¶

This is NOT a system error, instead it can potentially be a mistake from the user. We want to verify with the user to see if the 'X' is part of the design.

a. Find the order in Order Record, set the order status to 'On Hold', and select 'White X' in Details.

b. Send an outbound email with the user's design attached:

This is ______ from Positive Grid Support.

I understand you’re excited to receive your custom grille from Positive Grid.

However, I noticed that you didn’t remove the white cross on your design.

If the following preview is not what you desire, please let me know.

(Insert a screenshot of the design here)

All visible graphics will print as displayed.

Let me know if you’d like to cancel this order and re-submit a new design.

If you require any further information, feel free to reach out to us by replying to this email.

Thank you for your comprehension.

c. Verify if the order only includes the customized product and proceed accordingly as instructed in [[Custom Grille Design Reject or Reprint]].