royalties with personalized products?

[Kaleiope]

so I've been on zazzle a while but this is the first time I've made a personalizable product with template text. I tried to order my own products to sell a an event, and I had some issues with the pricing. I was told by customer service that if someone edits the text on your product, you don't earn any royalties, since it's no longer your product? (even though its still your design and your art? 🤨 ) Can someone who has experience with this type of sale help me make sense of this?

[PenguinPower]

This only happens if you order your own product and customize it. If someone else orders it and customizes you get your royalties no problem. It's a little hiccup that I believe happens because they don't really differentiate between designers and regular customers. When you customize your own product, it becomes a "new" item that you've simply made as a customer from a blank template with your personal art. Every customer who comes in and just customizes a blank template doesn't get a royalty on their own stuff...  In order to ensure that you get a royalty you need to make sure it's exactly the way you want it and make sure it's posted for sale (you can make the product "direct only" so that it can only be seen if a direct link is sent) before you buy it. 

[PacifierCity]

Just a note here... if you are logged out of Z and visit your own product and customize/personalize it, add to cart, and don't log in until prompted through the purchase process, you will earn your royalty.  If you used a link with your rfid and don't have another cookie set, you will also earn the referral.  It is the changing things while logged in that creates the problem with designers not earning when they purchase. 

If you want to purchase anything, always log out, clear your cookies and then start shopping, personalizing, etc... don't log in until prompted and one should be fine.  I have done this hundreds of times.  I have also errored a few times and only earned the referral...but that happened because I was logged in when I personalized and bought.

PC

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[idraw]

The CSR must have explained it in a way that was confusing. Because it definitely can be.. Hopefully a moderator can step in and help you sort it out. 
🤔