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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

ShippyPro caches product images downloaded during order import. When image auto-refresh is enabled for your marketplace, ShippyPro checks the direct image URL supplied during import. If that URL differs from the stored one for the SKU, a newly imported order downloads the new image. If the URL stays unchanged, ShippyPro can reuse the cached image even if the image content has changed. You do not need to change the SKU. Availability depends on your account: ask Support to verify whether image auto-refresh is enabled for your marketplace.

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.

Uploading a JPEG file does not mean your marketplace supplies no image URL. The marketplace can assign a direct URL to the uploaded image and supply it to ShippyPro during order import.

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 verify image auto-refresh availability and activation for your account and marketplace. 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.

Why is the old image still showing on new Amazon orders?

If Amazon displays the correct image but newly imported orders still show the old one, ask Support to verify Amazon image auto-refresh for your account.

An internal change to include Amazon in image auto-refresh was intended to cover newly imported Amazon orders across products, rather than requiring a separate intervention for each product. Its success still needs to be verified on newly imported orders.

📌 Note: Do not assume that Amazon always supplies a different direct image URL after an image change. Refresh depends on the URL supplied during import and image auto-refresh being enabled for your account. This troubleshooting concerns newly imported orders; it does not promise an image refresh for orders already imported.

For Amazon connection instructions, see How to connect Amazon v2 to ShippyPro.

For investigation, send Support an example affected order, the product ASIN, screenshots showing the incorrect image in ShippyPro, and the Amazon product link, using the Support contact guide. After any change, check the images on newly imported orders.