Order Troubleshooting and Common Issues (Custom Services)

Overview

Although most custom service orders on The Ghost Production run smoothly, technical or communication issues can occasionally occur.
This article lists the most common problems buyers may encounter during or after their order — and how to fix each one step by step troubleshooting.

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1. I Haven’t Received My Demo Yet

If you’ve placed an order but haven’t received your demo within the estimated delivery time:

1. Go to My Account → Services Orders → Select Order to check the current status.
2. Review the delivery countdown — producers typically upload the first demo before the delivery date shown.
3. If the producer hasn’t uploaded a demo or replied in chat, send a short reminder message inside your order page.
4. If there’s still no update after 48 hours, submit a ticket via https://theghostproduction.com/ticket under Custom Services → Delivery Delay.

Our support team will contact the producer and ensure your project is prioritized for delivery.

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2. My Files Didn’t Download or the ZIP Is Corrupted

If your final ZIP package doesn’t download correctly or appears damaged:

1. Try downloading it again from My Account → Services Orders → Select Order using a different browser or network.
2. Make sure your internet connection is stable — the ZIP file may be several gigabytes in size.
3. If you still get an error or corrupted file, contact support at https://theghostproduction.com/ticket.

In your ticket, include your order number and a short description of what happened. The producer or support team will re-upload your files as soon as possible.

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3. The Producer Isn’t Responding

If your producer hasn’t replied for an extended period (over 48 hours):

1. Check if your message was sent in the order chat, not outside the platform.
2. Send a polite follow-up message to remind them.
3. If there’s still no response after 48 hours, create a ticket under Custom Services → Communication Issue.

Our support team will reach out to the producer and ensure communication resumes quickly.

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4. I Don’t See My Order in the Dashboard

If your order doesn’t appear under My Account → Services Orders:

1. Double-check that you’re logged in with the same account used during checkout.
2. Clear your browser cache and reload the page.
3. If you still can’t find your order, contact support under Account & Orders → Missing Order and include your purchase email and payment reference.

We’ll restore the missing order to your account immediately if confirmed.

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5. I Approved My Demo but Didn’t Receive Final Files

If you’ve clicked “Approve” and completed the final payment, your order will move to Awaiting Final Delivery.
The final delivery time is defined by the producer and displayed on your order page.

If the producer doesn’t upload final files by that deadline:

• Send a short reminder in the order chat.
• If the issue continues, submit a ticket under Custom Services → Delivery Delay.

Support will follow up to make sure your files are delivered as soon as possible.

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6. My Revision Request Was Ignored or Not Applied

If the producer uploads a revision but your requested changes weren’t made:

1. Double-check that your feedback was submitted through the Revision Form, not chat.
2. Politely clarify the missed details in your next revision form.
3. If the issue continues or the producer doesn’t follow your revision notes, contact support under Custom Services → Revision Issue.

Our team will verify the order history and make sure your feedback is addressed properly.

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7. I Made the Final Payment but Didn’t Get a Confirmation

If you completed your payment but didn’t receive an email confirmation:

• Wait a few minutes — payment gateways sometimes delay email confirmations.
• Check your spam or promotions folder.
• If you still don’t see it, open a ticket under Custom Services → Payment Issue and include your order number and payment method.

Support will verify your transaction and manually update your order if necessary.

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8. I Want to Cancel My Order

You can cancel your order at any time from your Services Orders page.
However, if the producer has already started working, the 30 % deposit is non-refundable.

If you have a valid reason (for example, no communication or delivery delays), you can contact support to review your case.
Submit a ticket under Custom Services → Cancellation Request with your order number and reason for cancellation.

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9. I Received the Wrong Files

If you receive an incorrect or incomplete ZIP package:

1. Check your order notes — sometimes additional uploads follow shortly after the first ZIP.
2. If something’s missing or incorrect, contact support at https://theghostproduction.com/ticket and select Custom Services → Delivery Issue.

Include your order number and describe what’s missing or incorrect. The producer will re-upload the correct files promptly.

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10. Quick Fix Reference Table

Problem	Likely Cause	What to Do
Demo not received	Producer delay	Message producer or submit Delivery Delay ticket
ZIP won’t download	Network or large file	Retry or contact support
Producer not responding	Busy or missed message	Wait 48h → Submit Communication Issue ticket
Missing order	Wrong account or cache	Check account → Contact support
No final files after approval	Delivery in progress	Wait for delivery time or contact support
Revision ignored	Feedback sent via chat	Re-submit via Revision Form or open Revision Issue ticket
Payment issue	Gateway delay	Wait or contact support with order number
Wrong or missing files	Upload error	Open Delivery Issue ticket