Generation involves several AI systems working in sequence, and sometimes a step fails. Imagefall is built so a failure costs you nothing and never blocks the rest of your refresh. Here’s what happens and what to do next.
Partial delivery, automatic refunds
A Listing Studio refresh is a series of independent steps — cutout, packshot, scenes, model shot, video, alt text, optionally 3D. If one step fails:
- Every other step still completes and is delivered to your review gallery.
- The failed step’s credits are refunded automatically — you’ll see the refund noted on the step and reflected in your balance. You only ever pay for delivered work.
Retrying
Failed steps show a Retry button. Retrying re-runs just that step (charging its normal cost again — which the refund has already covered). Transient failures — provider timeouts, queue hiccups — usually succeed on the second attempt. If the same step fails twice, the cause is more likely the input; see below.
Common causes
- Low-resolution or blurry source photo. The studio needs enough pixels to work with. Swap in a sharper photo — even a good phone shot — and re-run the step.
- Product barely visible in the photo. If the product is tiny in the frame, cropped, or heavily obscured, cutout and reconstruction steps can fail. Use a photo where the product dominates the frame.
- 3D on unsuitable products. Clothing and soft goods often fail reconstruction — the beta is aimed at rigid products. See the 3D beta guide.
- Provider outages. Rarely, an upstream AI provider has an incident. These resolve on their own; retry after a few minutes.
Stuck rather than failed?
Steps can legitimately take a few minutes — video and 3D are the slowest. A refresh that’s been “running” for much longer than ten minutes is worth reporting. Applied videos and 3D models are also processed by Shopify after upload, so a short delay before they appear on the storefront is normal.
When to contact us
If a step fails repeatedly on a photo that looks fine, or a refund doesn’t appear in your balance, email support@imagefall.com with the product name and roughly when the run happened — we can see the run’s step log and will sort it out.