Question 1

How do I book a shoot?

Accepted Answer

You can book a shoot super easily from our website or app!

Question 2

How do I reschedule or cancel my shoot?

Accepted Answer

You can reschedule or cancel a shoot in a few ways!

Your Account -  login to your account, find the job you’d like to reschedule, and click the “Need to reschedule?” link under the date/time. This will allow you to reschedule, cancel, or set an appointment to TBD to come back to at a later time.

Confirmation Email - Click the "Reschedule Your Appointment Online" button at the bottom of your confirmation email.

App - Click the calendar icon for the job on your app dashboard.

Be sure to click the "Check More Photographers" button under the calendar to see the entire team's availability and not just your currently scheduled photographer's

How to Reschedule or Cancel using the App

Question 3

When will I get my photos back?

Accepted Answer

Before noon the morning after the shoot!

You can always expect your media to be delivered via email (text and app also, if opted in) before noon the morning after the shoot. If you don't hear from us by noon then please shoot us a message as it's likely we simply forgot to click a button.

Please note, floor plans may not always be done processing by the time photos and videos are delivered but will be automatically uploaded later in the day so be sure and check back! Premium video and 3D floor plans have a 48hr turnaround.

Question 4

Can I change the address and info for my listing?

Accepted Answer

Before the shoot - No, our system won't allow you so send us an email and we'll be happy to help!

After the shoot - Yes, you can edit or update any listing info like the address, beds/baths, list price, sqft, etc. in your account or on the app.

How to edit, update, or change list price, beds/baths, list price, etc. on the app.

Question 5

Can I add or subtract a product to my order before the shoot date?

Accepted Answer

Yes, but you are not able to change these details online before the shoot because it would affect the time required on-site and potentially create scheduling conflicts.

However, we can almost always accommodate adding something on to the job like drone photos, a reel, a floor plan, etc.

Just send us an email or text with your request so that we’re prepared!

If you need to reschedule and add a product to your shoot then you can do so online by canceling your first shoot and booking a new shoot. The Marketing Kit can be purchased from your job page or download page after the shoot.

Question 6

Can I add or subtract a product to my order on-site?

Accepted Answer

Yes! Time permitting, we can almost always accommodate adding something to the shoot like drone photos, a reel, a floor plan, etc.

Please have a conversation with your photographer to determine what’s possible! Our photographers are experts in this area so if you have questions about any of the products that you ordered and how they’ll turn out now that you’re on-site then then we’re more than happy to advise!

Question 7

Will I receive a confirmation email or notice after I book a shoot?

Accepted Answer

Yes! You'll receive a confirmation email immediately after booking your shoot that shows all pertinent information such listing address, date/time, products ordered, your photographer and their email/phone #, and even a prep list to send to your client!

You'll also receive a second email confirmation 24hrs before your shoot and a text confirmation 2hrs before your shoot!

Question 8

How long will the shoot take?

Accepted Answer

The length of the shoot will be determined by the services you order and the size of the home.

You can see an accurate estimate of how long your shoot will take at the top of the calendar while booking and on your confirmation email!

Question 9

Where do I find my invoice?

Accepted Answer

Your invoice will be emailed to you at the time of your order and can be found on your account dashboard under Properties With a Balance Due. Payment is not accepted until the delivery of your media.

You can view invoices for completed jobs at any time by finding the job in your account, going to the Site Summary page, and scrolling down to View Invoice. Or, by going to the Account page on your dashboard then Reports and Purchase History.

Question 10

Do we charge a travel fee?

Accepted Answer

Yes, we do for any shoots that are 25mi outside of KC (using Brookside as a centerpoint).

We’re not fans of additional fees but we serve such a huge area (100+ mile radius) that it’s necessary to charge a little extra to fairly compensate our photographers for their time.

For example, driving to a shoot in Leavenworth and back requires 2 hours of drive time during which we’re unable to serve more clients. In that amount of time we could do two shoots in KC and help more clients.

Using Brookside as an approximate center point, our travel fees begin outside of a 25 mile radius. This equates to roughly 30 minutes of drive time one-way. The fee increases as the distance increases. This is all calculated by our scheduling system and the travel fee is displayed at checkout so there are no surprises! Our travel fee map can be found at the bottom of this page: jordanwyattashley.com/services

Question 11

How do I schedule a twilight shoot?

Accepted Answer

Once you reach out requesting a twilight shoot, it will be scheduled based on our team’s evening availability and the photographer will plan to show up 10 minutes before sunset to get set up and make sure the home has all of its interior/exterior lighting on.

Question 12

Can a travel fee be waived for back to back bookings?

Accepted Answer

Yes! If you book back to back shoots with us in a travel fee zone then we will happily waive the lesser of the two fees.

Question 13

When do I pay?

Accepted Answer

You will pay when your shoot is delivered. When you go to download your media a pop-up will appear where you can pay via credit card.  Payment is required to download your media.

Note: Payment must be made for all services rendered regardless of whether you will be using the media. Losing the listing or pushing it back does not exempt you from paying for the services rendered.

Question 14

I am trying to book photos for a property that I booked a separate shoot for and it's not letting me do it. I'm getting a message saying: “Another order for the same property has been placed recently. Please check your account for the existing order.”

Accepted Answer

Wait about 30min and then you should be able to!

Our scheduler doesn’t allow clients to book shoots at the same address back to back in order to avoid an accidental double booking.

It puts a 30min timer on it and then it will allow you to book.

Question 15

Can I book another shoot for the same home under the same job?

Accepted Answer

Yes. You can do so by going to the original job in your account, scrolling to the bottom of Site Summary, and clicking Order Additional Services. This will keep all of your media organized inside of a single job on your account.

Question 16

Are reshoots discounted? How should I book?

Accepted Answer

Full reshoots are not discounted because driving to a home and taking photos, even if we’ve been there before, is the same amount of work and time.

Therefore, we recommend that you book a new shoot as normal. Or, if there are just 10 or so interior photos or exterior update photos needed then we have specific products for purpose which you can order under Photography a la carte section.

However, if the total number of photos needed exceeds 10 then it’s best to book a new shoot.

Question 17

Is there any difference between photographers? Do we all shoot the same way? Use the same editor?

Accepted Answer

All of our photographers are personally trained by Jordan to capture photos and video in the same style and all of our media is edited by the same team in order to deliver consistent results no matter who your photographer is. Our goal is to be interchangeable as a team and to always provide a consistent quality of service and product!

Question 18

I’d like to change my photographer but I didn't see how to do that on the website.  Can you assign me a different photographer?

Accepted Answer

Our website doesn't currently have the capability to allow for photographer requests which is why you can't find it on there.

We are happy to try and accommodate such requests but can't always guarantee them. Our goal is for all of us to be equal in the quality of service and product we provide so that we become as interchangeable as possible. What helps is that we all shoot with the same processes and everything is edited by the same team so we're very consistent with our final output, regardless of who shoots the listing!

Question 19

Can I substitute another product in a package or remove an item to get a discount?

Accepted Answer

No. We don't do custom substitutions on packages or provide discounts for removing items.

Our packages are intentionally curated bundles of our most popular and profitable products. They help us earn more $$ per shoot by providing an easy convenient option for our clients to get all of the best items in just a few clicks on our order page. Because of this, we are able to provide a generous discount when compared to ordering a la carte.

We also have systems in place to shoot and deliver our packages quickly and efficiently. If we try to substitute items we risk losing that efficiency and mess with the margins.

If we can’t complete a task on-site such as drone photos, we cannot discount the package further because the package discounts are already so generous that it would be cheaper than booking in everything else a la carte.

Question 20

I can’t see my group’s custom packages?

Accepted Answer

You must be logged into your account with the correct email to see your group’s custom packages. Using the Book Now link without logging in will show the general shopping cart. Double check that you’re logged in and using the correct email and you should see them!

Help

How to Book a Shoot

How to reschedule or cancel a shoot (Computer)

How to reschedule or cancel a shoot. (App)

Delivery Email Overview

How to Download Your Photos (Computer)

How to Download Your Videos (Computer)

How to Download Your Floor Plans (Computer)

How to Get Your 3D Tour Link (Computer)