Items sold not getting credit as sold 2 pages: [1] 2
Posted: Sunday, December 01, 2019 10:22:22 AM
I recently made purchases from one of my stores and two of those sales never credited for the sale or the royalty or a designer discount.

This kitchen towel should show 2 orders but only shows 1
PID 197326650685837764
ORDER NUMBER 131-65908509-2572925

This apron should show 1 order and shows 0
PID 154384148571149304
ORDER NUMBER 131-05208216-3550645


Thank you in advance for looking into this for me.


UPDATE: in the event that this is not a tech issue I have also already reported it to support with numbers and screenshots attached. Someone name Frank is the CS rep that I am working with on it in case you need to know that.


Posted: Sunday, December 01, 2019 10:30:22 AM
I've noticed that the counts listed under the products runs a few days behind the actual sales.

I'm basing this off seeing sales listed in "royalty history" BUT the products not sorting or showing a sold count when looking at them with the "last sold date" sort option selected.

Smile
Posted: Sunday, December 01, 2019 12:19:15 PM
I know that product views in our back end are not live numbers and are only updated every 2,3,4 days. I sold a 520 piece puzzle, which I found under my earnings history. When I went to look in my back end and sort "last sold" the puzzle never showed. I'm assuming that every stat in the back end view is tied together and all of them only update every few days. I just rely on what I see in my earning page with royaltys, since anything in the back end product view won't be up to date (unless I randomly catch it when I happen to look at some stats).
Posted: Sunday, December 01, 2019 1:12:39 PM
PaperGrape wrote:
I've noticed that the counts listed under the products runs a few days behind the actual sales.

I'm basing this off seeing sales listed in "royalty history" BUT the products not sorting or showing a sold count when looking at them with the "last sold date" sort option selected.

Smile


These sales are not even in my royalty history.

Posted: Sunday, December 01, 2019 7:44:06 PM
Shelli Fitzpatrick wrote:
PaperGrape wrote:
I've noticed that the counts listed under the products runs a few days behind the actual sales.

I'm basing this off seeing sales listed in "royalty history" BUT the products not sorting or showing a sold count when looking at them with the "last sold date" sort option selected.

Smile


These sales are not even in my royalty history.



Shelli are they in your referral history?
Posted: Sunday, December 01, 2019 9:37:37 PM
Lise Wong wrote:
Shelli Fitzpatrick wrote:
PaperGrape wrote:
I've noticed that the counts listed under the products runs a few days behind the actual sales.

I'm basing this off seeing sales listed in "royalty history" BUT the products not sorting or showing a sold count when looking at them with the "last sold date" sort option selected.

Smile


These sales are not even in my royalty history.



Shelli are they in your referral history?


yes ma'am they are, I have sent screenshots to support to show them that and that they say "yes" they were my product.
Posted: Sunday, December 01, 2019 9:52:22 PM
Shelli Fitzpatrick wrote:
Lise Wong wrote:
Shelli Fitzpatrick wrote:
PaperGrape wrote:
I've noticed that the counts listed under the products runs a few days behind the actual sales.

I'm basing this off seeing sales listed in "royalty history" BUT the products not sorting or showing a sold count when looking at them with the "last sold date" sort option selected.

Smile


These sales are not even in my royalty history.



Shelli are they in your referral history?


yes ma'am they are, I have sent screenshots to support to show them that and that they say "yes" they were my product.


Yes I've noticed a few sales of mine that are showing in the referrals but not in the royalty history... not sure if it is expected behavior or not?
Posted: Sunday, December 01, 2019 10:32:13 PM
Lise Wong wrote:
Shelli Fitzpatrick wrote:
Lise Wong wrote:
Shelli Fitzpatrick wrote:
PaperGrape wrote:
I've noticed that the counts listed under the products runs a few days behind the actual sales.

I'm basing this off seeing sales listed in "royalty history" BUT the products not sorting or showing a sold count when looking at them with the "last sold date" sort option selected.

Smile


These sales are not even in my royalty history.



Shelli are they in your referral history?


yes ma'am they are, I have sent screenshots to support to show them that and that they say "yes" they were my product.


Yes I've noticed a few sales of mine that are showing in the referrals but not in the royalty history... not sure if it is expected behavior or not?


It should not be expected behavior because we are to be paid our royalty per copy and a referral record proves a sale with a copy of our design on it regardless of whether we bought it or not. So we should get either a royalty or a designer discount for the equivalent of our royalty percentage sale.

Posted: Monday, December 02, 2019 4:05:55 AM
Lise Wong wrote:
I've noticed a few sales of mine that are showing in the referrals but not in the royalty history... not sure if it is expected behavior or not?

My experience has been that referrals show up almost immediately but the royalties for same sale can take as much as a few hours to show in the report.
Posted: Monday, December 02, 2019 5:48:06 AM
Col's Creations wrote:
Lise Wong wrote:
I've noticed a few sales of mine that are showing in the referrals but not in the royalty history... not sure if it is expected behavior or not?

My experience has been that referrals show up almost immediately but the royalties for same sale can take as much as a few hours to show in the report.


That is true but for me the kitchen towel has been delivered already and still not credited as a sale in the royalty history or the back end stats. In fact if I hadn’t been the buyer and got a referral I would know nothing about it at all.
Also the apron I ordered yesterday is still MIA in royalty and back end stats.

This makes me wonder about sales that I know nothing about because I did not purchase them myself and there was no referral to show that they happened. I would love to be able to give the benefit of the doubt but it gets harder with recent events.
Posted: Monday, December 02, 2019 6:34:19 AM
HI Shelli, the product IDs you provided do not correspond to the order numbers in question. I can confirm that that the products you ordered are private products so no royalty will be received for them, I'm very sorry. The product you ordered in 131-05208216-3550645 cannot be viewed publicly which shows it is private. You can still earn a referral on these products however, as you can see in your referral reports. I hope that clears things up. Thanks Smile

Also not a tech issue so I am moving this to "Your Zazzle Store" Smile
Posted: Monday, December 02, 2019 10:40:31 AM
Padie wrote:
HI Shelli, the product IDs you provided do not correspond to the order numbers in question. I can confirm that that the products you ordered are private products so no royalty will be received for them, I'm very sorry. The product you ordered in 131-05208216-3550645 cannot be viewed publicly which shows it is private. You can still earn a referral on these products however, as you can see in your referral reports. I hope that clears things up. Thanks Smile

Also not a tech issue so I am moving this to "Your Zazzle Store" Smile


This is not correct... The Store in question has no private products It only has public products.

When I bought the second towel I started from my own towel, the same towel that I bought the first time and got the royalty on. I edited it so yes it went into my saved folder but that is not where I ordered it from.

I came in on a link from Pinterest while I was logged out and that is how I got the referral.

This is the same way I bought the apron, I started with an apron already posted in my store for sale and edited it.

The one that is in my saved folder is just the edited version that always goes into saved whether we want to save it or not. But that is not where I made the purchase from.

I hope this is making sense...

In order to make sure I get my referrals I always log out of my account and then I go to a clean browser and I click on a link from Pinterest which takes me to the public product page.

From there I make my edits while I am still logged out of my account. Once I am finished editing my product I add it to my cart and log in and pay.

This is the exact process I went through for both of the purchases in question and those PID numbers I gave you are the linked products that I started from. I never left that product page from the start of the edits to the checkout. I can deal with it if you don't want to pay me the royalty, not fair, but oh well...

What I really am concerned with here is that my towel and my apron are not getting credit for the sales in my back end stats.

I hope you get what I am saying.


Posted: Monday, December 02, 2019 10:46:53 AM
And another thing...If I am not getting the royalty then why didn't I get the designer discount?

you printed a copy of my design. Whether I bought it or someone else bought it, I am supposed to get paid my royalty or the equivalent of it as a discount for every copy...

always before I have gotten one or the other but both of these sales did not give me either one.

Posted: Monday, December 02, 2019 2:41:26 PM
Padie wrote:
HI Shelli, the product IDs you provided do not correspond to the order numbers in question. I can confirm that that the products you ordered are private products so no royalty will be received for them, I'm very sorry. The product you ordered in 131-05208216-3550645 cannot be viewed publicly which shows it is private. You can still earn a referral on these products however, as you can see in your referral reports. I hope that clears things up. Thanks Smile

Something doesn't seem right here. @Shelli said she was LOGGED OUT and that's how she typically places her orders. If she was LOGGED OUT and the Product was PRIVATE, she wouldn't be able to even VIEW the Product to make the purchase in the first place = no Royalty; no Referral.

But if she were LOGGED IN, whether a Product is PRIVATE doesn't matter to Referrals or Royalties - both should be earned, regardless that the Product is Private, Direct Only, or Public.

If the Product came from Saved Designs, which maybe is what is meant be "private" (@Padie?), then, again, if LOGGED OUT, she wouldn't have been able to view it, so that explanation of "you can still earn a referral on these products" doesn't add up on that either.

Hmm.
Posted: Monday, December 02, 2019 3:30:29 PM
RoyK_is_a_She wrote:
Padie wrote:
HI Shelli, the product IDs you provided do not correspond to the order numbers in question. I can confirm that that the products you ordered are private products so no royalty will be received for them, I'm very sorry. The product you ordered in 131-05208216-3550645 cannot be viewed publicly which shows it is private. You can still earn a referral on these products however, as you can see in your referral reports. I hope that clears things up. Thanks Smile

Something doesn't seem right here. @Shelli said she was LOGGED OUT and that's how she typically places her orders. If she was LOGGED OUT and the Product was PRIVATE, she wouldn't be able to even VIEW the Product to make the purchase in the first place = no Royalty; no Referral.

But if she were LOGGED IN, whether a Product is PRIVATE doesn't matter to Referrals or Royalties - both should be earned, regardless that the Product is Private, Direct Only, or Public.

If the Product came from Saved Designs, which maybe is what is meant be "private" (@Padie?), then, again, if LOGGED OUT, she wouldn't have been able to view it, so that explanation of "you can still earn a referral on these products" doesn't add up on that either.

Hmm.


yes I am finding this whole thing very confusing and concerning...

how could I come in on a published product link from Pinterest while logged out make my entire purchase transaction from that same link and now the referral history is linking out to my saved folders?

Why isn't it linking to the product I started with? I did not log in until it was time to pay and I certainly did not visit my saved folder during the transaction.

I wanted the referral and we all know that if you click other links while you are making a purchase you might lose the referral. So I make a point not to do that.
Posted: Tuesday, December 03, 2019 7:43:24 AM
Shelli Fitzpatrick wrote:
I recently made purchases from one of my stores and two of those sales never credited for the sale or the royalty or a designer discount.

This kitchen towel should show 2 orders but only shows 1
PID 197326650685837764
ORDER NUMBER 131-65908509-2572925

This apron should show 1 order and shows 0
PID 154384148571149304
ORDER NUMBER 131-05208216-3550645


Thank you in advance for looking into this for me.


UPDATE: in the event that this is not a tech issue I have also already reported it to support with numbers and screenshots attached. Someone name Frank is the CS rep that I am working with on it in case you need to know that.




Same issue here. https://forum.zazzle.com/technical/did_not_get_royalty_on_something_i_made_and?m=1700341#1700341

The difference is lack of a ref link this time.
When I started years ago I had it happen as well. I bought 3 of the same item for family gifts (although not same transaction) and only 2 sales showed up. I did call..not sure anything happened as it is still the same in the records.
Posted: Tuesday, December 03, 2019 9:01:10 AM
Shelli Fitzpatrick wrote:
Padie wrote:
HI Shelli, the product IDs you provided do not correspond to the order numbers in question. I can confirm that that the products you ordered are private products so no royalty will be received for them, I'm very sorry. The product you ordered in 131-05208216-3550645 cannot be viewed publicly which shows it is private. You can still earn a referral on these products however, as you can see in your referral reports. I hope that clears things up. Thanks Smile

Also not a tech issue so I am moving this to "Your Zazzle Store" Smile


This is not correct... The Store in question has no private products It only has public products.

When I bought the second towel I started from my own towel, the same towel that I bought the first time and got the royalty on. I edited it so yes it went into my saved folder but that is not where I ordered it from.

I came in on a link from Pinterest while I was logged out and that is how I got the referral.

This is the same way I bought the apron, I started with an apron already posted in my store for sale and edited it.

The one that is in my saved folder is just the edited version that always goes into saved whether we want to save it or not. But that is not where I made the purchase from.

I hope this is making sense...

In order to make sure I get my referrals I always log out of my account and then I go to a clean browser and I click on a link from Pinterest which takes me to the public product page.

From there I make my edits while I am still logged out of my account. Once I am finished editing my product I add it to my cart and log in and pay.

This is the exact process I went through for both of the purchases in question and those PID numbers I gave you are the linked products that I started from. I never left that product page from the start of the edits to the checkout. I can deal with it if you don't want to pay me the royalty, not fair, but oh well...

What I really am concerned with here is that my towel and my apron are not getting credit for the sales in my back end stats.

I hope you get what I am saying.




My post was moved from tech to here..so this response of mine may not have been seen.



Confused. This product shows up as Public when I use the product filter.


Also..
I just replicated the purchase and bought a 2nd one.
This time it did using a referral link.
This one did show up in my earnings and history.


This is the one that did make it by using a referral link.

Order ID: 131-01593827-8907895

It seems that the referral link vs is variable.
Regular customer...no history and no earnings...
Referred customer..yes history plus yes earnings.
Back to top
Posted: Tuesday, December 03, 2019 9:15:16 AM
Shelli Fitzpatrick wrote:
And another thing...If I am not getting the royalty then why didn't I get the designer discount?

you printed a copy of my design. Whether I bought it or someone else bought it, I am supposed to get paid my royalty or the equivalent of it as a discount for every copy...

always before I have gotten one or the other but both of these sales did not give me either one.



Shelli. I was moved over to MY STORE from tech.
I am not sure if I am supposed to start a whole new thread or participate in yours. I don't want to confuse things or be impolite.

Let me know and I will just go elsewhere in MY STORE.
Posted: Tuesday, December 03, 2019 9:19:28 AM
I have a question for Zazzle:

Since both Shelli Fitzpatrick and AnnaRosaEnergyArt are told that they didn't get a royalty because their purchased products are private, I would like to know if there is any product id number in our order details so we can check this?
I looked in my order history details, and I couldn't find any product id numbers, but maybe I'm overlooking it.
Posted: Tuesday, December 03, 2019 9:45:51 AM
AnnaRosaEnergyArtist wrote:
Shelli Fitzpatrick wrote:
And another thing...If I am not getting the royalty then why didn't I get the designer discount?

you printed a copy of my design. Whether I bought it or someone else bought it, I am supposed to get paid my royalty or the equivalent of it as a discount for every copy...

always before I have gotten one or the other but both of these sales did not give me either one.



Shelli. I was moved over to MY STORE from tech.
I am not sure if I am supposed to start a whole new thread or participate in yours. I don't want to confuse things or be impolite.

Let me know and I will just go elsewhere in MY STORE.


I really do think there is some correlation between what is happening to us and since I am already super confused about this whole issue I don't see how having your experience added to the mix could make it any worse.

Maybe it might even help to solve the mystery because we are both getting the same answer that doesn't make sense.









Posted: Tuesday, December 03, 2019 9:52:48 AM
@ Zazzle

last night I checked into the links at Pinterest that I used to access my product pages when I made these purchases.

They are both the shortened links that we get when we use your built in share buttons.

The 2 kitchen towel purchases were both started from the same link but had different outcomes. even though they both got a referral, only one got the 20% royalty that I had set. (this product was customized)

The other one got a base price plus 5% royalty and the promo code discount for the sale that day that was 50% off. My royalty was set for 20% not 5%... and no 20% designer discount was applied.
(this product was also customized)

Why did the short link act differently for these two sales that were made on the same day less than 30 minutes apart?


Please check into your links because there seems to be something wonky going on with them.


Posted: Tuesday, December 03, 2019 10:09:39 AM
Funcards wrote:
I have a question for Zazzle:

Since both Shelli Fitzpatrick and AnnaRosaEnergyArt are told that they didn't get a royalty because their purchased products are private, I would like to know if there is any product id number in our order details so we can check this?
I looked in my order history details, and I couldn't find any product id numbers, but maybe I'm overlooking it.


You might already know this...so not meaning to be a WA..but in your back end you have a choice under PRODUCT VISIBILITY to filter by All, Public or Hidden and other choices.
If you view by HIDDEN... you will see what you have hidden.
Now..if your store is hidden as PRIVATE...that is another setting you would need to check.

My store is public and so are the products in question.
Posted: Tuesday, December 03, 2019 11:03:53 AM
AnnaRosaEnergyArtist wrote:

You might already know this...so not meaning to be a WA..but in your back end you have a choice under PRODUCT VISIBILITY to filter by All, Public or Hidden and other choices.
If you view by HIDDEN... you will see what you have hidden.
Now..if your store is hidden as PRIVATE...that is another setting you would need to check.

My store is public and so are the products in question.

Thank you for the explanation Roses
Posted: Tuesday, December 03, 2019 11:14:01 AM
Funcards wrote:
I would like to know if there is any product id number in our order details so we can check this?

If you hove over the Product link on the Order Details page, wherever your browser displays a hovered link, you'll see the PID. In Chrome, that's the lower left corner of the screen. If there is no PID in the link, I believe that means it was an Product from Saved Designs (such as a Blank in progress - so with a "design" on it, but not yet Published or something from Saved Designs).
Posted: Tuesday, December 03, 2019 11:30:07 AM
I'm wondering if anyone who's had the problem of not receiving a Royalty on a purchase has opened a Published Product - from Pinterest, for example, as @Shelli did - and then seen the irritating "Would you like to continue from the last saved design you created XX seconds/minutes/hours ago?" pop-up prior to making the purchase.

If yes, and the user clicks "yes," then the Saved Design is pulled from a previous session, even though it may look identical to the Published Product. This is not a "Private Product" in the sense that Designers use the term; it appears some Zazzle employees use the term "private product" to describe Saved Designs.

The user doesn't need to be logged in to get the "Would you like..." pop-up. It's stored in the browser and unless cookies are cleared, it remains for a pre-defined period. Someone recently mentioned they would like those cleared after x-period, and Z's response was that a customer might want to continue working on a holiday card they started last year, so I am guessing Z sets the expiration on those for at least 12 months out. (Though I've never ever received the same holiday card two years in a row from anyone... but maybe that's just me.)

Another theory is that, if we are sharing using Zazzle's shortlinks to share, we may be inadvertently sharing an in-progress Design (aka Saved Design) which, again, looks just like the Published Product.

So it may be a Saved Design which is being purchased and that's the reason no Royalty is given.
Posted: Tuesday, December 03, 2019 11:36:49 AM
RoyK_is_a_She wrote:
I'm wondering if anyone who's had the problem of not receiving a Royalty on a purchase has opened a Published Product - from Pinterest, for example, as @Shelli did - and then seen the irritating "Would you like to continue from the last saved design you created XX seconds/minutes/hours ago?" pop-up prior to making the purchase.

If yes, and the user clicks "yes," then the Saved Design is pulled from a previous session, even though it may look identical to the Published Product. This is not a "Private Product" in the sense that Designers use the term; it appears some Zazzle employees use the term "private product" to describe Saved Designs.

The user doesn't need to be logged in to get the "Would you like..." pop-up. It's stored in the browser and unless cookies are cleared, it remains for a pre-defined period. Someone recently mentioned they would like those cleared after x-period, and Z's response was that a customer might want to continue working on a holiday card they started last year, so I am guessing Z sets the expiration on those for at least 12 months out. (Though I've never ever received the same holiday card two years in a row from anyone... but maybe that's just me.)

Another theory is that, if we are sharing using Zazzle's shortlinks to share, we may be inadvertently sharing an in-progress Design (aka Saved Design) which, again, looks just like the Published Product.

So it may be a Saved Design which is being purchased and that's the reason no Royalty is given.


Thanks Roy. That is good to know. I started the lost royalty sale by using the product page generated by right clicking on the back end product then I went about personalizing.

For the 2nd purchase I once again did right click on back end to a product page and then grabbed the share link with the ref in it..emailed it to myself...and used a fresh non-z device to edit and purchase. It, like all self purchases...shows up right away in my history and Earning Summary.
Posted: Tuesday, December 03, 2019 11:45:07 AM
RoyK_is_a_She wrote:
I'm wondering if anyone who's had the problem of not receiving a Royalty on a purchase has opened a Published Product - from Pinterest, for example, as @Shelli did - and then seen the irritating "Would you like to continue from the last saved design you created XX seconds/minutes/hours ago?" pop-up prior to making the purchase.

If yes, and the user clicks "yes," then the Saved Design is pulled from a previous session, even though it may look identical to the Published Product. This is not a "Private Product" in the sense that Designers use the term; it appears some Zazzle employees use the term "private product" to describe Saved Designs.

The user doesn't need to be logged in to get the "Would you like..." pop-up. It's stored in the browser and unless cookies are cleared, it remains for a pre-defined period. Someone recently mentioned they would like those cleared after x-period, and Z's response was that a customer might want to continue working on a holiday card they started last year, so I am guessing Z sets the expiration on those for at least 12 months out. (Though I've never ever received the same holiday card two years in a row from anyone... but maybe that's just me.)

Another theory is that, if we are sharing using Zazzle's shortlinks to share, we may be inadvertently sharing an in-progress Design (aka Saved Design) which, again, looks just like the Published Product.

So it may be a Saved Design which is being purchased and that's the reason no Royalty is given.


I never got that popup on any of my purchases in question.

Also I use a dedicated browser (Edge) that I only use for making Zazzle purchases from my own stores. I have it set to clear the cookies every time I shut the browser and the only 2 websites I ever visit using it are my Pinterest account to click my referral link and then it takes me to my Zazzle product page where I make all my edits while I am logged out. I do not log in until the checkout page requires it.

I did save the short link but if it is a case of what you said above why would the same link act differently the second time? Unless there is a bug in the code...
Posted: Tuesday, December 03, 2019 12:02:21 PM
AnnaRosaEnergyArtist wrote:
Thanks Roy. That is good to know. I started the lost royalty sale by using the product page generated by right clicking on the back end product then I went about personalizing.

If you were logged in ("right clicking on the back end"), when you started personalizing, that's why you're not seeing a Royalty per THIS post. Where Christine said "private," she was referring to "Saved Designs."

AnnaRosaEnergyArtist wrote:
For the 2nd purchase I once again did right click on back end to a product page and then grabbed the share link with the ref in it..emailed it to myself...and used a fresh non-z device to edit and purchase. It, like all self purchases...shows up right away in my history and Earning Summary.

If you were logged out ("fresh device") until you were forced to log in to complete the purchase, that's the reason it worked correctly.

For my purchases, I never log in until I'm forced to do so.

@Shelli - I have no more possibilities for you. Yet. ;)
Posted: Tuesday, December 03, 2019 12:10:29 PM
RoyK_is_a_She wrote:
Funcards wrote:
I would like to know if there is any product id number in our order details so we can check this?

If you hove over the Product link on the Order Details page, wherever your browser displays a hovered link, you'll see the PID. In Chrome, that's the lower left corner of the screen. If there is no PID in the link, I believe that means it was an Product from Saved Designs (such as a Blank in progress - so with a "design" on it, but not yet Published or something from Saved Designs).

Ah found it! That is really good to know that we can check it like this.
Thank you Roses
Posted: Tuesday, December 03, 2019 12:24:08 PM
RoyK_is_a_She wrote:
AnnaRosaEnergyArtist wrote:
Thanks Roy. That is good to know. I started the lost royalty sale by using the product page generated by right clicking on the back end product then I went about personalizing.

If you were logged in ("right clicking on the back end"), when you started personalizing, that's why you're not seeing a Royalty per THIS post. Where Christine said "private," she was referring to "Saved Designs."

AnnaRosaEnergyArtist wrote:
For the 2nd purchase I once again did right click on back end to a product page and then grabbed the share link with the ref in it..emailed it to myself...and used a fresh non-z device to edit and purchase. It, like all self purchases...shows up right away in my history and Earning Summary.

If you were logged out ("fresh device") until you were forced to log in to complete the purchase, that's the reason it worked correctly.

For my purchases, I never log in until I'm forced to do so.

@Shelli - I have no more possibilities for you. Yet. ;)


Oh oh...I was wrong. I checked my sent emails and I did indeed use a ref link for both purchases...Ornament 1 and Ornament 2. Ornament 1 is nowhere to be found in the history and earnings wise.
Ornament 2 I used a ref link. I did get the ref.

My fresh device is always used for my ref purchases.
Fresh is defined as logged out of Z for more than 30 minutes...more like months and not logging in at all until I am forced to.
It has always worked until Ornament 1 came along.

(Well..I take that back...almost always worked.
There was a case waaay back about business cards and the super fresh device that belonged to a friend. She clicked my link in my presence..but..not worth re-hashing it again.

I have made quite a few purchases of my own stuff and this is the first time for this scenario to occur.


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