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General Help Topics


Seller Help Topics


Order Management

Orders & Returns

After a purchase has been made, a photo should be immediately emailed to you. If you experience a problem with your order, the first step towards a solution is contacting the seller. It's good to remember that sellers on Flashframe handle their own orders and set their own shop policies. Each seller has a different way of handling shipping, returns, and exchanges for their business.

If you experience an issue with your order, you can open a case on Flashframe. A case provides buyers and sellers with a process to formally address issues or concerns with an order. If necessary, Flashframe can review a case to help find a resolution. To report an issue for an order, a period of time has to pass for you to be able to open a case. This time frame is determined by a combination of these factors including the day you bought the item on Flashframe, the processing time to ship the order, and the shipping time needed to deliver it to you. After this combined time span has passed, you'll have 100 days to open a case for your order.

If a refund has been issued, it may take 3-5 business days to appear on your credit card statement. Occasionally, refunds issued to non-US credit cards can take up to 30 days to appear. A credit card refund can only be issued to the card used for the original purchase. It’s not possible to have your refund issued directly to a different card.

Order Status

For questions about your order, you should ask the seller directly. This applies to Orders placed on Flashframe.io and Orders placed on seller personal websites that are powered by Flashframe . If you need to look directly into an order and do not need assistance, click here for quick access to order details.


Card & Payment

Purchasing

Step 1: Add an item to your cart. When you find an item you want to buy, follow these steps: Click Add to cart on the item listing page. If the item you want to purchase has options to choose from—like print sizes or with or without logos you will have to select each option before you can add it to your cart. Get to your cart at any time by clicking the cart icon at the top right of the site. From there, proceed to purchase or continue shopping. Step 2: Add order details. In your cart, you can select a shipping destination, review the cost of the item, or change the quantity you'd like to purchase, if the seller has more than one available. If you have a coupon code, click Apply shop coupon code and then Apply after entering your code. If you’re trying to use more than one coupon code, the coupon code you last applied may override any previous ones. This is because only coupon can be applied per transaction. If necessary, re-enter your coupon codes in a different order until you get the desired result. Step 3: Select payment method. Flashframe only accepts credit cards, you’ll be able to use the following cards to complete your purchase. (A debit or bank card with one of these logos should also work.) Visa, MasterCard, American Express, JCB, Discover, and Diners Club.

Checkout

After you've completed the checkout process on Flashframe, you'll be emailed each photo that you purchased. We encourage you to reach out to the seller directly if you experience an issue with your order.

Shipping

If you have more questions about your shipment, or if tracking information is not provided, the best thing to do is contact the seller.


Privacy & Security

Buying Safely

Secure payments on Flashframe All credit card information sent to Flashframe is encrypted using secure socket layer technology (SSL) and stored in a PCI compliant environment. Flashframe follows industry standards to protect other payment and personal information submitted to us, both during transmission and after Flashframe receives it. For more detailed information regarding our efforts to keep our site secure, as well as information on our Privacy Policy, click here. Back to top

Chargebacks A chargeback is when funds are returned to a credit card owner after they report an incorrect or unwanted transaction on their card to the credit card company. Chargebacks are filed for a number of reasons, but in some cases they can be due to fraud. We’ll investigate the dispute to see if it’s valid. If additional information is required from you to resolve the dispute, you will be contacted at the email address you used to open your Flashframe account.

Unrecognized credit card charges If you see a charge from Flashframe on your credit card statement that you don't recognize, please contact us. You can get in touch by scrolling to the bottom of this page and clicking the contact button. Be sure to put "Attn: Risk" in the subject line.

Privacy

We are required to notify all Flashframe members via email before we make significant changes to our policies As we’ve committed to do in our Terms of Use, we notify all Flashframe members via email before we make significant changes to our policies. For that reason, the email did not provide a way to unsubscribe, like most other Flashframe emails do. Other types of emails that we are required to send to all members include billing notices and order confirmations. You can't opt out of these emails, but we try to limit the number of them to the extent possible. If you don’t wish to receive any emails from Flashframe in the future, you have the option to close your Flashframe account.

The General Data Protection Regulation (GDPR) is a European Union regulation governing data privacy, which places new requirements on individuals and businesses offering services from and to the EU. The aim of the GDPR is to harmonize the existing patchwork of data privacy laws currently in place across most of Europe, including the 28 member countries of the EU and the 3 additional member countries of the EEA. The GDPR goes into effect on May 25, 2018 and gives European individuals more transparency, rights, and control around the way their information is used. It also provides rights for data deletion, access, and portability. Sellers that are based in the EU or offer to sell to EU buyers will be required to create and comply with their own GDPR-compliant privacy policy, in addition to Flashframe’s policies. Sellers may need to provide or delete your EU shopper’s personal information if you’re storing or using it off Flashframe, should they request it.


Reporting a Problem

Order Issues

Sellers on Flashframe have the option to launch their own websites that feature the products they have in their Flashframe shops. You can tell you’re buying from one of these sites when you see Powered by Flashframe in the footer. If you experience an issue with an order placed on an Flashframe-powered website, contact the seller first. Since they’re responsible for their own website policies and inventory, it’s best to try to work things out with them directly. However, if you’re unable to resolve things with the seller, you can file a case on Flashframe.

If You Can’t Find Your Receipt Email, first, check your spam or junk mail folders to see if it ended up there. If you still can’t find it, get in touch with Flashframe Support. We’ll help you link your purchase to your new account.

Reporting Bugs

If you think you’ve found a site error on Flashframe, try these troubleshooting steps before reporting the issue to the Bugs Forum or Flashframe Support. 1.) Make sure that you’re using the current version of your web browser. Older browsers may have trouble displaying certain Flashframe features. 2.) Try a different web browser. This will help narrow down possible issues and determine if the problem is browser-specific. Here are the browsers that work best with Flashframe: Google Chrome, Firefox.

Contacting Flashframe

Flashframe is a marketplace where individual sell their own photography. Sellers have the power to manage their own orders. To learn more about Flashframe: Click here

If you have questions about your order, contact the seller directly. If your order hasn’t arrived or it isn’t as described, you can consider filing a case on Flashframe.

Have a question for Flashframe Support? First, search our FAQ page for answers to common questions.

Otherwise, you can email us or request a phone call by clicking the contact link at the bottom of this page.

Contact Flashframe's press and media folks: press@Flashframe.io

If you need to contact Flashframe regarding an intellectual property matter, please refer to our Terms. This document outlines the information required for reporting infringement and the ways to submit it.


Custom Shop Management

Your Shop's Apperance

Start by clicking on the Become a Photographer link at the top right of the site, or visit this link. If you've already started setting up a shop in the past, click Sign In at the top of the page to continue.

Choose a memorable username that reflects your style. Usernames must meet the following requirements: 4-20 characters in length, No spaces or special characters, No profanity, Not already in use by an existing Flashframe member, Does not infringe on another's trademark, If the usernamename you entered is in use, you will receive an error.

When you finish all the sections and enter your billing information, you'll be able to edit your custom shop after it's open. The web address to get to your shop will be: https://yourshopname.Flashframe.io

Communicating with Buyers

After You Sell an Item After you make a sale on Flashframe, you can find all of the order details in your account under Stats. Flashframe can also send a notification email to you at the address on file under Account settings, this is optional and controlled under Account Settings, check bcc on download if you would like this notification email, uncheck it to turn it off. Note: You may want to add donotreply@flashframe.io to your contacts, so these emails don't go to your spam folder.

How Will I Get Paid? Your payment will be processed via your Stripe account. You can review all orders in the Stats page, and review direct deposits in Stripe. You have the ability to change direct deposit dates directly on Stripe.

Policies

Flashframe Seller Protection offers you peace of mind when a buyer files a case, and it protects your funds if the transaction was paid through Flashframe. To qualify for Seller Protection, you must comply with our Seller Protection Policy. Please note that coverage for the Seller Protection has some restrictions. If a buyer opens a non-delivery or not-as-described case, Flashframe encourages them to contact you first via email. If the buyer doesn't feel the issue is resolved, they may open a case on Flashframe. The case process helps you and the buyer resolve the matter directly. Any unresolved cases will escalate to Flashframe for review. A seller who fails to respond to a case may be suspended. Members who do not comply with Flashframe's policies may be subject to review, which can result in suspension of account privileges and/or termination.

As a seller on Flashframe, you're expected to have policies regarding returns and refunds in your shop policies. This includes: Whether or not you accept returns, The time frame in which you may accept a return, If you enter into a return agreement with a buyer via email, we require you to fulfill that agreement. This may include: Issuing a refund for the returned item(s), If you do have a problem with a transaction, it's best to contact the buyer directly via Conversations. Buyers are also encouraged to contact you if they experience any issues.


Orders & Shipping

Invoicing & Returns

As a seller on Flashframe, you're expected to have policies regarding returns and refunds in your shop policies. This includes: Whether or not you accept returns, The time frame in which you may accept a return, If you enter into a return agreement with a buyer via email, we require you to fulfill that agreement. This may include: Issuing a refund for the returned item(s), If you do have a problem with a transaction, it's best to contact the buyer directly via Conversations. Buyers are also encouraged to contact you if they experience any issues. Records of orders are found on the Stats page in Flashframe. It is at the request of the customer for you to provide invoices to them. If you wish to refund a customer, do so through Flashframe, which can be done on the Stats page.

Rates & Processing Times

Shipping rates are a flat $5.00 regardless of print size or location within the US. Flashframe does not have the ability to ship to all countries worldwide, but rather from a select list of countries, shipping may vary between countries. Processing times may vary between the print supplier depending on fufilment time, shipping date, and location. You can find shipping tracking on the Stats page when looking at a specific order.


Finances

Getting Paid

Your payment will be processed via your Stripe account. You can review all orders in the Stats page, and review direct deposits in Stripe. You have the ability to change direct deposit dates directly on Stripe. If you wish to refund a customer, do so through Flashframe, which can be done on the Stats page.

Fees & Taxes

Flashframe has fees that are outlined on our pricing page: click here. On all sold photos Flashframe takes a standard 31% cut, regardless of the size of the purchase, which includes all credit card transaction fees. With regard to prints, Flashframe takes 31% on the sellers profit margin of prints, which is not calculated with the raw the cost of the print product. Package pricing is subject to the same profit margin calculation as prints, however any digital items are calculated assuming the cost of the digital is zero. Photography sold will incur the 31% charge when the buyer purchases the item. Flashframe does not charge any fees for tagging photography by number, however hosting fees are calculated on events that have occured over a year ago. Any high resolution photography that is being distributed free of charge will be subject to a different pricing model of a cumulative $0.05 per photo uploaded, which is then billed monthly. Sellers using our custom site that is powered by Flashframe are subject to monthly and yearly fees.

Taking Payments

Flashframe automatically and by default allows you to accept credit card payments through our default website, custom shops, and through our mobile applications. Through our website you can accept Visa, MasterCard, American Express, JCB, Discover, and Diners Club credit cards. All credit card payments are handled through Stripe and credit card information sent to Flashframe is encrypted using secure socket layer technology (SSL) and stored in a PCI compliant environment. Flashframe follows industry standards to protect other payment and personal information submitted to us, both during transmission and after Flashframe receives it.


Marketing & Promotions

Stats & Analytics

If you already have a Google Analytics account, you can log in, click on Analytics Settings, and then choose Enter New Profile. If not, create a Google Analytics account. Here are some helpful hints to remember while signing up: When asked for your Account Name, enter your Flashframe shop website address (shopname.Flashframe.io). When asked for your Website's name, enter the name of your Flashframe shop. Hit Continue when you arrive at the page titled Analytics: Tracking Instructions. Once you arrive on your account overview page, find the tracking code that appears to the right of your shop website address. It will appear in this format: UA-XXXXXXX-X.

Statistics for your orders can be found on the Stats page. This page allows you to analyze specific orders, the amount they were for, what day they occured, and other necessary details including shipping information as well as print details including size and quantity. The Stats page also creates graphs of each event you select to help you determine what months your sales occured and find any trends in your sales.

Flashframe Marketing

Through Flashframe you can create a custom email, and run custom drip campaigns to drive as much value out of your event photography as possible. You can send custom emails to curated lists of individuals from your event, and then manage email statistics once everything is sent. Email stats will update every six hours for up to a week after the event. You can find more information on how to run a successful marketing campaign here