New Image Transparency Problem (Square Magnets)

[Zob1]

May not be limited to square magnets, I don't know; but any customer changing the editable text on my product will be destroying the image/product in the process (and the text on this one *has to be changed*). If they don't notice, they may be ordering a faulty product.

Left image becomes transparent where it shouldn't be, when the text is edited

The light areas become transparent (as if the transparency applied to stone coasters or similar has accidentally been applied to magnets). Oddly, the light bulb has not become transparent, it's on a separate layer to the mole.

EDIT: I have other magnets where light areas on the image do not become transparent when the text is edited. The above magnet has sold previously, so I think this is a new problem.

[Natalia]

I found your magnet on market place (next time link would be helpful), changed the text and there was no problem with the image.

https://www.zazzle.com/cute_cartoon_mole_novelist_writing_book_in_burrow_magnet-147919844385266683

EDIT: Took a closer look at your magnet. mole_write.png is set to remove all white, that is likely what causing the problem.

[Zob1]

Thanks for taking a look Natalia, much appreciated. Yes, the "remove all white" is a mistake, but one that isn't showing for you or me (so surely still a bug) until the following circumstances:

1) When I personalize the text and then click "Add to cart"
2) When the system auto saves the altered design to "My Products"
3) When I edit the design then use "sell it" and it appears in my store.

I had no reason to select "Remove all white" and don't recall doing it, and perhaps the buyer bought it with the white removed. I'd rather clear up whether it's a system issue before deleting a sold product. EDIT: make that 14 different sold products, some of them multiple times. Perhaps every single item looked badly printed and nobody noticed or complained, seems unlikely.

[Natalia · Accepted solution]

That “remove white” feature doesn’t always work from my limited experience, so I think your sold items turned out ok.

There is no need to delete sold items. You can edit your item and then use “Replace Product” button. The product will be reviewed and then approved without losing statistics. If you don’t have that feature, request it from support.

[ColsCreations]

When I visit the linked product @Natalia provided, if I go straight into the Design Tool without touching the text personalization field or doing anything else, that particular image is defaulted to remove-all-white. The other two images are set on Never. Regardless, I'm not seeing any issue with the transparency effect (or anything else) even after personalizing the text and then accessing the design from my Saved Designs. I actually went into the Design Tool and played around with the visibility of all three image layers & remove white or not settings, purposefully trying to make the hands & book semi-trans as in your screenshot and couldn't do it. So I think maybe whatever you're seeing is/was just a fluke.

[Zob1]

Thanks for taking a look. I was able to reproduce the issue unfortunately, and on different products (all of this design have that particular image set to remove-all-white). It might have only happened when I've used "add to cart" or "sell it" rather than with a simple auto save. I don't think I have Replace Product as Natalia has suggested, but hopefully I can get it 🙂