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Why do I see the wrong image for my items?

Have you changed a product image in your marketplace, but still see the old thumbnail on new orders? Here's why it happens and how image refresh works.

ShippyPro normally reuses the first image stored for a SKU. When the SKU is first imported, its image is downloaded and cached. Subsequent orders normally use that stored image, even if you have changed the image in your marketplace.

Example: the purple product photo was imported with the first order and remains stored, even though you've since replaced the image with the new white product one.

Why this happens

By default, ShippyPro keeps the cached image for an existing SKU. Support can enable a configuration that checks the direct image URL supplied by your marketplace during order import. If that URL differs from the stored one for the SKU, ShippyPro downloads the image again. You can therefore refresh the image without changing the SKU.

A direct image URL points to the image file itself. A product-page URL points to the page presenting the product. Changing only the product-page URL does not trigger this image refresh. Changing the image content while keeping the same direct image URL does not trigger it either, because the configuration checks for a URL change.

How to fix it

  1. Check how to change the direct image URL in your marketplace so that it supplies a different image URL during order import, not just a different product-page URL.
  2. Ask Support to enable the image-refresh configuration. See How to get in touch with ShippyPro Support Team.

📌 Note: The configuration may take about ten minutes after activation to become effective. Image refresh happens during order import when a different direct image URL is supplied. You do not need to reload your catalog.

If the wrong image persists, leave an unshipped test order available in Ready to Ship for investigation. Send Support a screenshot of the order as displayed in your marketplace and the old and new direct image URLs, using the Support contact guide.