Q) Troubleshooting errors who do i contact for help?
A) In the first instance, check in SAM you have done the required steps to activate your inventory and artists so they appear on your online store via the API.
- See SAM help instructions here:
- Watch the SAM - Connecting your online store Webinar
Then, if the issue continues please contact your web developer who is responsible for connecting your SAM to your online store to directly to resolve the issue. Following investigation by your web developer, if they are unable to resolve the issue and determine it's a bug in SAM, or the Desart SAM plugin (if using) and not their code, please ask them to submit a help request to help@sam.org,au with as much information as possible. We will then work with the Web developer directly to resolve.
Troubleshooting the Desart SAM Plugins
For Art centres or web devs using the Desart SAM web plugins please visit Shopify plugin help centre or refer to supplied Wordpress PDF instructions.
If you still need assistance please ask your web dev to submit a help request to help@sam.org,au with as much information as possible. We will then connect the Web developer directly with the plugin developers 'Digital 8' to resolve.
General Issues/queries
- Website or plugin problems, contact your web developer directly first.
- SAM data issues (artists, artwork, pricing, stock, sales appearing in sam) help@sam.org.au
When submitting help requests, please provide as much information as you can regarding the issue and include any reference numbers and screenshots to help triage your issue as quickly as possible.
| Question | Answer | Desart Plugin |
| How do I set up my shipping sub categories in SAM so my online shipping payment is linked in SAM | Shipping Category - Art centre manager should set up a Sub Category in OTHER > FREIGHT & PACKING and name it Shipping Read how to set up other categories here | New feature... Desart plugin has been updated so it now automatically detects your sub category if you set this up and name it 'Shipping' |
| How are payments recorded in SAM through my online store ? - does it matter if I use, shopify, square, stripe or another payment method? |
Across all SAM sales, including online and direct sales, there is no integrated payment mechanism that takes actual $ payment in SAM. This is something you or your accounts reconcile from reports and exports. Online sales record in SAM the payment method used by your customer in the online store. So you are free to chose what payment systems work best for you. Payment information is visible on the sale receipt in SAM, via the documents tab, and also in reports and exports. |
Go to > Sales >transactions > select order > Payments > Receipt (or Documents > receipt) > Preview.
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| How will i know when there is a new online order? |
Your webstore will automatically send an email to your customer once an order is successfully placed, and to the website admin email. The order will then immediately sync to SAM and it will appear in you SALES > TRANSACTION > list. You can quickly see new orders from your SAM home page (dashboard) You can go to SALES > TRANSACTIONS to see your orders. You can easily identify an ONLINE order by looking at the Sales Channel column from the list view. You can also filter this list to only show online sales |
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| Does the receipt and certificate get sent automatically to the customer from SAM? |
No, you need to send any SAM documents manually to the customer after the sale. The customer only automatically receives the Shopify or Wordpress receipt. To send documents from SAM for an online SALE, go to the SALE > Documents > select the documents you wish to send and click, email or download. |
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| How often does the website sync from SAM? Can you do a manual sync? | If you are using the Desart plugin see notes on right. If you are using another web connection, contact your web developer for this information |
Once the initial import is complete both Desart plugins keep your store in sync with SAM automatically. This means: New items added in SAM will appear on the website within the timeframes below. Removed items in SAM will be removed from the website within 15 minutes. Price changes, stock updates and other information are all synced automatically every 15 minutes. You do not need to take any action. Shopify - automatically syncs with SAM every 12 hours. You can also resync at anytime by going into the plugin and selecting resync for everything, or open a single item and resync just that one. Read more here Wordpress - automatically syncs with SAM every 15 mins. If you need an immediate update you can run a manual import from the plugin settings page in your website admin. For more info refer to your PDF plugin instructions |
| What if a customer tries to buy an item that was just sold in the gallery? | By linking your SAM to your website, your stock is safe from being double sold. The stock levels are checked at the cart checkout when a payment is attempted. | The plugin validates the Sale and asks SAM to check if the item is still available before completing the sale. If an item has been sold or is no longer available, the customer will see an error message and will NOT be charged. This prevents double-selling. |
| Are items automatically removed from the website once they are sold? | No, inventory items or artists that are toggled ONLINE or SHARE TO PUBLIC to ON in SAM appear on your website, If you are using the Desart plugin you can control this setting on your website admin. The reason this is allowed is show you can show things online that are not for sale, as folios for artists or exhibitions etc. |
New feature... SAM web plugin now allows AC to set preferences for how sold works are displayed. Hide when sold - "When an item is sold, automatically hide it from the website. Use this to ensure sold works are not visible on your online store." Show when sold with a badge - "When an item is sold or unavailable, keep the item visible online with a SOLD badge. This displays all items toggled to ONLINE in your SAM store, until you manually disable them via the online toggle in SAM. Good for keeping artists folio works visible" |
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To ensure items don't appear on your website, go to SAM and turn ONLINE toggle to OFF. It is best practice to toggle ONLINE to OFF for any works (sold or available) in SAM you don't wish to appear on your website. This will ensure a quick sync as only the data you need is being synced. Tip: To quickly do this for sold works, you can do an inventory search and use the filters to search for items ONLINE, with a Status of SOLD. Then select the items in the list by checking the box and go to > BULK ACTIONS > ONLINE and toggle to OFF. |
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| How do I control what inventory items show on my website | You are able to manage what shows on your website through your inventory in SAM via the online toggles. | |
| Why are my artists not showing on the website? | Artists will only appear if you enable SHARE TO PUBLIC toggle to ON in your Artist profile pages in SAM | If your artists are toggled on in SAM. Check your web developer has followed the instructions for setting up Artist pages on the plugin instructions. |
| Can I edit items directly on the website? | Yes, you can, but be aware that any changes you make directly on the website may be overwritten the next time the data syncs with SAM depending how it is connected. Use SAM as your source of truth - always make your changes in SAM and let them flow through the the website automatically. | Any changes you make directly on the website will be overwritten the next time the Desart plugin syncs with SAM. Make any changes on SAM not the website. |
| Shipping labels - should i make these in SAM or from my website or auspost portal | There are generic shipping labels available through SAM, however Art centres may prefer to use their website portal or Auspost to create labels that are compliant. This is absolutely fine. | New feature - coming soon. The Desart plugin and APIv3 will soon receive an update in how it handles shipping updates from Shopify / Wordpress back to SAM |
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