Express Checkout FAQ

Last month, 3D Hubs communicated to its suppliers via the Changelog and via email that it was going to carry out a US Express Checkout experiment in order to simplify the checkout experience for customers. As a result of the experiment, 3D Hubs has decided to provide customers with the option of Automatic Hub Selection. Customers can still select a Hub manually if they wish to. Below is some more information on the experiment and the team is continuing to innovate and test in order to improve the customer experience and benefit the community as a whole.

 

Why is 3D Hubs running the US Express Checkout experiment?

There are two main reasons:

 

  1. The number of prints ordered has doubled over the last year and the number of Hubs has grown even faster. To improve the reliability of the platform for customers, 3D Hubs prefers to direct them to Hubs that perform well according to our performance metrics captured in the "Hub Score". The Hub Score includes metrics such as customer ratings, average response time, decline rate of orders and several more. Customers do still have the option to select Hubs manually should they wish.

  2. Our customer research has shown two key things. Firstly, that customers want certainty when it comes to their part quality. Secondly, the ordering process can sometimes be overwhelming for customers due to the number of options presented to them. Customers need to consider the printability of their models, determine which material to print with and then decide which Hub to use to manufacture their parts. By fully separating the material choice and automating the Hub selection, we’re hoping to simplify the customer experience and eventually also standardise the part quality. The Express Checkout experiment has already shown a positive impact on the amount of orders now arriving at Hubs.

 

Which Hubs are selected for Express Checkout?

For the majority of the Express experiments, 50 American Hubs have been pre-selected based on Hub activity level, Hub Score, the materials they offer and if they have a business registration (as this is often required by our professional customers). We also give preference to Hubs that offer flat-rate shipping and have “instant order” enabled as this supports a simple Express Checkout experience and increases customer satisfaction.

 

As this is an experiment, these criteria will continue to evolve and the number of Hubs will probably increase based on the data that we collect. If a Hub has been left out of the initial Express Checkout experiment, this may change as::

 

  • We optimise our Express selection criteria

  • We expand the total # of Express Hubs to keep up with demand

  • Your Hub Score improves

  • Your Material offering expands

 

How do Hubs get selected for order fulfilment once they are included in Express Checkout?

Over the last week, we’ve run several experiments with this to measure impact on conversion:

 

  • Picking the highest ranking Hub based on Hub Score

  • Picking the best value Hub based on Hub Score + price

  • Distributing orders among the top few ranked Hubs for each request

 

In the long run, we want to factor in a combination of price, Hub Score and location to make sure customers get high quality, fast and cost-effectively.

 

One of the initial issues with Express was that the customer location wasn’t properly captured. This resulted in many orders going to just a few Hubs as the distance was no longer factored in. This issue is currently being resolved and is the number one priority for our development team.

 

Why did some Hubs started getting less orders?

A key reason is that part of our customer base now has the option to select Express Checkout  and currently t only 50 Hubs have been selected for this as we continue to test and improve the service. Another reason is related to settings in the new material selection flow which are currently being updated:

 

  • The new material selection is clearly better understood by our customers (15% increase in conversion) but in the initial, current version niche materials are not shown. We’re currently working on a database migration that will allow Hubs and customers to select from all 3D printing materials on the lowest, brand level. This should go live next month.

  • By default the most popular color was already selected for each material. Hubs not offering this color did not show up in the listings. The default color setting will now be changed to “no preference”

  • By default the most popular layer height was selected for each material. Hubs not offering this layer height did not show up in the listing. We’ll now change this so that Hubs offering a lower layer height will also show up.

 

Why is there a waiting list for Hubs?

Due to the reasons outlined above, the number of Hub signups is growing so fast we cannot provide enough orders for all Hubs signing up. Since July, we’ve only be onboarding new Hubs where we have a shortage of supply for certain geographies or materials.

 

Where did 3D Hubs communicate about these Express Checkout changes?

We’ve communicated these changes twice on the 3D Hubs Changelog and via email to all Hubs selected for Express.

 

The combination of iterating fast and keeping our Hub base happy is a delicate balancing act. We realise that the Express Checkout experiment could have been communicated better and apologise for any confusion. In the future, we’ll ensure that all big experiments and transitions are communicated not only via our Changelog but also by an email to all Hubs. They are key contributors to our ecosystem. With great Hubs as our partners, we can provide customers with a consistent, high-quality and professional experience to help us in our mission to decentralize manufacturing worldwide.  

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Picking winners and losers is dangerous. Just let price, quality, and proximity rule the day. Ebay style sort by (price plus shipping). I understand you have too many hubs and not enough demand but the "chosen 50" concept is hard for me to accept. I'm in Pittsburgh and I'm probably the highest volume hub in the market (or at least close to it) and yet if someone with the exact same zip code as me is looking for a print they are going to be charged $7 in shipping for their order. Many orders aren't even $7 in total value. There are more than 50 markets in the US that could support a small hub business with $20-$50/month in sales. Personally a totally transparent market like what is going on at Treatstock is the way to go in my mind. I'm not saying that 3dhubs<Treatstock, I'm saying let the hubs compete openly and nationally and only the strong will survive. I would imagine their transparent market makes it so that less than 50 "hubs" are fulfilling close to 80% of the orders. The other piece of the puzzle to solve to stay competitive is their shipping system. Being forced to pick a shipping cost isn't the best way to roll. I have $7 selected as a CYA but if some thing is less than 16oz you can use first class and then it would be $2-$3 but if it was a huge order it could cost $15-20. I have made 3Dhubs around $1600 in revenue ~$200 in profit and have been good about pushing customers back into the tool even when I didn't need to in order to boost my rating. I was all excited when I hit intermediate status. I just bought my 5th printer. This feels like a slap in the face.

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@ABram

Is 3d hubs ever going to be run like business or is this just a perpetual experiment?  My BUSINESS is trying to do BUSINESS on your platform and you are constantly making changes that sabotage me and my customers.  I offer over 30 materials and now you only let customers choose between 11.  PEEK was my most popular material until you removed it.  I don't even know why I bother to complain anymore.  You don't care and you make that obvious.  I haven't seen you address a hub's concerns in any meaningful way in years.

-Jesse

 

****update:  now my hubs page doesn't load "The requested page "/service/MindFuLL" could not be found."  Literally no way for my customers to access my services and they are emailing me to complain.  Beyond unprofessional.  These are customers I acquired from your platform.  Should I advise them to just start paying me directly for my services and not involve 3dhubs?  Serious question.

 

******Update:  My hub page & the "Search materials" feature has returned.  Still, it is constantly getting harder & more confusing for my customers to find me and this had been a trend for some time.  You got me these customers and I don't take that lightly but I have built the relationships and you don't seem to have any respect for that at all.  Many of the people I do business repeat business with on here, DO NOT want to place orders on 3dhubs anymore.  They find it annoying and often frustrating (mostly because it's constantly changing, and not in anyway that benefits them).  I make them anyway, out of loyalty.  In return, me and my business are used as lab rats.

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From what I can gather the business model just didn't work. Or, they couldn't make it work. So they're essentially changing into a black box service bureau.

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They never fully embraced the original business model.  The hub operators were the customers, not subcontractors.  3d hubs was providing a platform for you to offer your services.  Before they even started to flesh this out they decided they wanted to be shapeways instead (after lots of investors got involved).  This could have been the UBER of 3d printing right now if they would have stayed on track but they gave up their unique and brilliant idea to peruse an idea that already left the station years ago. Very sad. 

I still get a lot of orders because I offer unique services but 3d hubs does nothing to promote them (and these are the only things I get orders for anymore).  Someone has to search for them specifically.  That "search" disappeared for most of the day today.  I feel like one day my whole hub is just going to disappear.

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I think it's inevitable that our hubs will start to disappear. Remember when they used to brag that they had over 30,000 hubs? Take a look at the number now. Those went somewhere. Maybe they just deactivated idle accounts, but that seems pretty nasty.

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So.. basically.. what your saying.. 

You have shut down all but 50 hubs in the USA and funneled all the orders in the USA to those select 50 hubs.
Yea.. that's not at all underhanded.. nope.. *sarcasm* 

Would have been nice to inform your hubs in the USA va ****EMAIL**** that they will no longer be getting orders thru normal means on your platform. 

And you can't say you ****DIDN'T**** shut down all the 3dhubs in the USA except those 50 because you can choose any of them.. your Little button you added at the bottom of the page to allow the customer to look for them has been cleverly colored to blend in with the page and easily overlooked. I even missed it myself looking for it.

IF you plan to shift to servicing only your "Professional" customers.. you need to be telling your hubs that they are no longer needed and they can take their services else where instead of just hiding them all from general customers view. 

P.S. 
"it was in our changelog" is a HORRIBLE  excuse. Something this MAJOR should have been emailed. 
Plain and simple. no ands ifs buts. DO IT!

I award you no points.

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Actually to expand on this..
I fully expect to see a EMAIL notice sent out to your active USA Hubs detailing these changes as most will have missed this post and frankly even the hate threads on the internet.  Your unwillingness to notify your hubs directly even after the fact is very concerning from a professional and business standpoint.

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Hi Jatmn,

 

We are preparing an email to be sent this week with all the information about the Checkout Experiment. So in the next few days, all the Hubs will receive this update.

 

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Its nice that you are working on an email to be sent out. but that email should have gone out.. over a month ago. BEFORE phase 1 of this express checkout. Way to drag your feet, it literally shows how little 3dhubs understands the impacts of their own choices.. more so as this response comes 4days after my own post. I understand "it was the weekend" but its now Tuesday.. someone (or some team) should have been on this response ASAP and had it out first thing monday morning. How would you even think that the initial post by ABram would have been sufficient enough? Curious to see how 3dhubs chooses to continue forward from this point as its clear there is no one driving this bus and its coasting down the freeway.

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This is a permanent change.

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I don't honestly care about rolling changes back at this point.. The damage is done to be honest and those that no longer trust 3dhubs wont magically change their minds if 3dhubs rolls the changes back. Not to mention its been too long for them to roll the changes back without flack with the customer base which by now is generally use to dealing with the changes on the site.  They just need to learn how to communicate with the community they have created and start caring about what hub operators say. They need to be more transparent about changes and TELL the hub operators what the changes are or are going to be. Does not really matter if they care what the response is from the hubs they still need to SAY SOMETHING about it. So that hub operators can prepare to adapt to the changes or to start packing up and leaving. Instead of being blindsided by the changes like a deer in the middle of the freeway. 

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While I don't agree with the way it was tested, I think they are simply adapting to the change in the market from consumer to professional. Ultimately it's probably better from a business perspective.

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Thanks for explaining this better. My other gripe that I didn't see mentioned is that as a hub we have no idea how our hub is comparing to others or how we are ranked. There is no metrics available to us anymore except our score such as 4.96/5.00

I would also like to see an option on the changelog to sign up for emails when there is a change added there.

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Thank you for the thorough explanation. I would just like to see the local hubs shown automatically below  or beside the autoselect.

Also if you know there are these bugs in the autoselect it doesnt make for the most accurate stats so why dont you take it back down for the meantime until you fix the bugs?

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ABram thanks for taking the time to post this information.  I really appreciate it.  I could tell from several past orders with various customers that the ordering side of the service was problematic.  Most of my customers either did not care about the layer height or did not understand it (What's a micron?).  Particularly when prototyping, the color does not matter and in some cases the type of filament does not matter either.  These customers also asked basic questions about 3D printers and how it works but were still willing to use your service.  I live in the south east and everyone has a million dollar idea! (I have discovered!).  A lot of these customers were cosplay designers too.

 

For the more technical customers....they chose my hub because they were looking for something specific...ninjaflex, .150 layer height with large build volume, design work, etc.  So it may also be about the initial landing page on 3dHubs and designing it to cater to two different types of customers - someone with a great idea and technical designer/engineer.

 

I look forward to being able to reach customers again through the optimized search methods your development team delivers!  Take care!  Hope this helps!

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I had a discussion with someone in customer support a few months back, asking for control over hub filtering (like price, delivery times, color, rating etc). They said a new interface was in the works. Well here it is, and it doesn't give me any of that. In fact by default it gives less then we had.

 

*And* the old way is still just that, w/o any of the aforementioned filtering. The lack of price filtering is the worst. I may not want the cheapest, but there is quite a distribution on the prices sometimes, as much as 5x.

 

Way not to listen.

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 Hi ABram,

 

First of all, thank you for the explanation.  Would have been better though if this explanation had been given upfront instead of after many complaints.

 

But some things are still not entirely clear for me.

I do not know how many Hubs there are in the USA, but do you mean that right now all customers who are part of the experiment in the US are now redirected to just 50 Hubs?

Have these customers been informed that they are now part of this experiment? If so, do they have an option to opt out?

 

That would basically mean that, right now, 50 Hubs are getting the orders that would normally be spread among many times more Hubs all over the US.

Is this correct?

If I understand your stats from the Top Cities listing, New York alone already has something like 300 Hubs listed.

Does the Autoselect option now means that just a few Hubs in that NY area are now receiving the orders that used to be divided among those 300 Hubs.

 

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This is my understanding as of today. I find it highly disturbing that they SHUT OUT ALL BUT 50 HUBS. You guys aren't getting order because only the 'chosen' 50 are.

This is a new revelation and not in line with what we've been told this far. They Lied to us. There is no more doubt. There is no other explanation.

I'm furious and will be taking action to tell everyone in the 3d printing community I know to stay well away from this unethical site.

I'm looking for the replacement. Somebody message me if you know of something so I can tell others.

3dhubs, you guys are subhuman assholes. Way to ruin a good thing. Good riddance.

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Pretty sure this is only effecting 15 pct of orders as part of the experiment.

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Where did you get that 15% of orders from? 

I specifically do not see that mentioned in the original post.

 

And even if 'only' 15% of all the orders are now being directed to just 50 Hubs, that still means a lot of Hubs being left out and will not receive any more orders or will at least see a large drop in order rate.

While at the same time, those 50 'chosen' Hubs somehow must (already) have the capacity for large volume printing.

 

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I remember seeing it an email atleast for the initial experiment, although the Changelog does say 33% for the first one. Its a bit unclear what the percentage is for the v2 of the experiment.

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Well, it's good to know the little hubs don't matter. You guys take take you BS and lies and shove it. I'm done.

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So, making my customers order from a hub in Fargo ND is better than letting them order locally?  So forcing them to pay for shipping and waiting longer is better than being able to pick up locally and pay no shipping? 

 

Got it.

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Well this explains why I haven't received a single order since July.  Thanks a lot 3DHubs for turning this from a fun rewarding experience to sh*t!  To say I am unhappy doesn't even begin to express my disappointment and frustration.  I echo all of the other frustrated comments posted by the rest of the group.  I have talked to several of my (previously) regular customers and your "experiment" has added time, cost and frustration to their experience.  Instead of allowing them to chose a hub as the "opt out" it should be the other way around.  This really sucks!

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"As this is an experiment, these criteria will continue to evolve and the number of Hubs will probably increase based on the data that we collect. If a Hub has been left out of the initial Express Checkout experiment, this may change as::

  • We optimise our Express selection criteria

  • We expand the total # of Express Hubs to keep up with demand

  • Your Hub Score improves

  • Your Material offering expands"

Since this experiment includes 100% of US orders, this means the remaining hubs that aren't in the experiment are left with a very small number of orders that 'may' get to them if a user can figure out how to navigate the manual process. The only way to 'possibly' get in the express subset of hubs is to enable Express checkout, with no guarantee of even being selected for that pool. Currently, there are no timelines for the experiment, no roadmap of where 3D Hubs wishes to go with the experiment, no statistics for hubs, the hubs are pretty much in the dark as to where this is headed.

To make an analogy, this is akin to Uber rerouting ALL requests for trips to a small number of drivers with a Lotus Evora GT430 that also has class 5 autonomous mode. Then telling existing drivers, this is only an experiment with no defined timeline or overall plan, leaving existing drivers in the dark with no work.

What is the incentive to stay?

This seems like the business model is headed toward making a second Shapeways. Shapeways already exists, and there were numerous reasons people use this service instead of Shapeways. Please give us some clues as to what the endgame for all of this is since people generally do no act as you assume they would when left to their own devices.

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I brought up the "Shapeways" clone idea also!  The 3dhub website is even starting to mimic the Shapeways site.

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They have clarified the changes and they are being made permanent.

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@Anyoneat3DHubs Did you all switch how Express Checkout it works again? I was never notified that I was selected as a hub for express checkout yet as long as I make my hub the least expensive in the area (NYC) it chooses my hub as the hub for express checkout...as soon as I raise it above the next cheapest hub it goes to them instead.  So that's my first question, is it now just choosing a hub for express checkout based on price?  And second, is my hub actually one of the hubs chosen for Express Checkout or is this just some sort of bug? (and if I am now part of Express Checkout why wasn't I notified as you mentioned you notified the initial 50?)  Thanks.  

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EDIT: 
Nevermind I see the message in the dashboard. My rating is still exactly the same and successfully completed 2 more orders today. Why is it still not updating?

 

Looks like you guys silently updated the yellow requirement for express checkout to >85% up from >75% ?

 

And green is >95% ... That's downright impossible with the orders people submit.

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Yep. My rating went up, but because the base rate was also changed, I am still not qualified. How does this change anything? Textbook case of moving the goalposts. 

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While the updated weighted reasoning for declines made my % jump from 94% to 97.2%, hubs with 20 and fewer orders will fall immediately out of this "green zone" with one decline. Newer hubs will often see more declines as they learn the ropes. This calculation can get really complex with all of these variables that need to be considered.

Non-already established hubs will start at a massive disadvantage, 100% of orders will go through Express Checkout which they cannot qualify for. They then need to hope people do the manually select, AND find them in ranking, AND select a new hub with limited/no reviews. The hub needs to have this happen at least 10 times and everything go perfect to get a 4.95 rating (close to impossible with FDM since your average people new to 3D printing expect FDM to turn out like a resin print in terms of quality). Heck, my major rating blemish is from my Marvin print, nailed for communication and service (all of my other reviews laud my communication and service, go figure), I even explained resin printer physics and why models will have supports and asked if they wanted it standing directly on the build plate, no reply, yet I got 4 stars for communication. This would have automatically dropped me out of 4.95, just from the test print.

If you start losing hubs that currently qualify for these tight requirements, I do not see how you will be able to back fill hub losses from new hubs since they will also be unlikely to qualify. This sounds possibly unsustainable.

How are you handling filled queues? Assume for a moment I enter my business info, and enable Express Checkout. I have same or next day completion listed for my hub; you decide to funnel me 10 Express jobs with no way to do queue management (like allow me to enter hours/minutes for jobs to auto adjust job completion expectations, or allow me to select max 3 open orders before I can accept another job...), I will fall out of the qualifications in short order. As far as I can see, or as far as it has been communicated, there is no safety net for things like this. The Express Checkout system doesn't sound unreasonable, but it seems like all of this was implemented with gaps in planning for potential outcomes.

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To top this all off the orders for San Diego here in this area are all being funneled to some guy in arizona with a 3.9 star hub rating on all categories .... 

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I had the opposite happen to me. The update knocked us out of even the yellow area. We've had to decline orders that were really out of our control. Like one guy placed an order for like 100 parts that were huge, and we just didn't have capacity for a run that large at the time, so we had to decline.

 

Another random person placed an order and then never followed through, I have had this happen a bunch of times recently, and it really knocks you down unfairly. They just place an order, then delete the part and you're basically screwed. Even this weighted deal doesn't seem to be taking those into account.

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We are a relatively new hub. How will hubs like ours be chosen for orders? How will new hubs have any opportunity to grow if they can never receive the orders to improve their business? 

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Thanks everyone for their feedback. I’ve listed your questions and provided my answers below:

 

Most of my customers either did not care about the layer height or did not understand it (What's a micron?).  Particularly when prototyping, the color does not matter

Yep, good points. That’s why by default the color has now been set to “no preference” and we’ve pre-selected the most popular layer height for the chosen material.

 

There is no metrics available to us anymore

Indeed the initial version that we launched a few months ago had several bugs so we decided to temporarily take it offline, but the new version will go live in the next two weeks. My apologies for the temporary inconvenience.

 

I would like to see an option on the changelog to sign up for emails when there is a change added there.

The tool that we use for our Changelog is Headwayapp, and they don’t allow for that unfortunately. But going forward for changes with large impact we will make sure to email in advance.

 

I would just like to see the local hubs shown automatically below  or beside the autoselect.

Thanks for this idea, we will consider this as we continue to develop and improve the Express Checkout.

 

So it may also be about the initial landing page on 3dHubs and designing it to cater to two different types of customers

We’re trying to capture this in an updated material selection design in Q4. People who are new to 3D printing should be able to easily select the right material from a popular pre-selection and engineers should be able to sort and filter in the the hundreds of different material options.

 

I was never notified that I was selected as a hub for express checkout

Hubs selected for the Express Checkout did receive an email. As part of one of the experiments a few Hubs outside the original selection of 50 could have received an Express order. In the next two weeks Hubs should see a notification on the order page if the order came in through automated instead of manual selection.

 

Right now all customers who are part of the experiment in the US are now redirected to just 50 Hubs?
Have these customers been informed that they are now part of this experiment? If so, do they have an option to opt out?

The US customers that select the Express Checkout option are indeed directed to one of 50 Hubs (one exception in the experiment, see above). Customers still see a button to manually select a Hub so that I consider the opt-out.

 

Its a bit unclear what the percentage is for the v2 of the experiment.

In the V2 version 100% of US customers will see the Express checkout, with the option of manually selecting the Hub.

 

Also if you know there are these bugs in the autoselect it doesn't make for the most accurate stats

Most bugs have been fixed. Resolving the niche materials being excluded will take a bit more time as this requires a migration as a few months ago we’ve started creating a completely new material database. This migration will also enable Hubs to indicate their material offering on a much more granular level.

 

Does the Autoselect option now means that just a few Hubs in that NY area are now receiving the orders that used to be divided among those 300 Hubs.

Indeed for orders that come through the Express option and not the manual Hub selection, they are distributed amongst a smaller group of Hubs. In reality because of our performance based ranking not all of the 300 Hubs in New York were actually getting regular orders.

 

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Hey Bram,

 

Thanks for the reply. I was wondering about how this new express check out will effect repeat customers? A large portion of my customers come back on a repeat basis. I imagine their workflow is searching the Boston area and then finding my hub again since its on the 1st page. With the express check out that gets significantly harder to do. Is there potentially a way for customers to save hubs they like in the express check out flow to then re-order from? I apologize if a feature like this already exists, I haven't personally ordered a 3D print on the network in a while. 

 

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Customers can select any given hub as a "favorite". When searching for a hub manually, you can use your "favorites" filter to find specific hubs. However, this still requires the customer to find their way to the manual hub selection interface. If your customers are ok with saving your hub page as bookmark on their browser, ProtoCulture's suggestion of giving your customers a direct link to your hub would probably be easier.

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Give all of your customers a direct hub link, or a link to a page with your embeddable order widget. Both can be seen via Tools and Perks.

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That is a very good suggestion. BUT of course, this will only work with existing customers.

And even then, that customers needs to remember where to click, where to look etc.

 

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"Its a bit unclear what the percentage is for the v2 of the experiment.

In the V2 version 100% of US customers will see the Express checkout, with the option of manually selecting the Hub."

 

Why don't you have a "Basic Mode" which uses your Express Checkout, and an "Advanced Mode" where is has the old interface. These modes would be selectable in their user profile with basic being the default. Currently, it is now more difficult for an advanced user to locate filaments like IGUS materials for printing linear bushings. Advanced users are currently being forced to use a limited radio button/pulldown list for finding advanced materials which often do not fit these categories.

Currently, we are in Starbucks trying to order a lunch sandwich Bistro Box but online ordering is making us navigate the drink menus to somehow get to sandwiches. I don't even want to figure out how to look for something specific (like layer height etc. hehe)

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Hi ABram,

 

Thank for the clarification.

I need to think about some of your statement, but I would very much like to make a suggestion right now.

There a growing number of materials available which outperform the traditional standard PLA or ABS materials usually chosen.

For example, just recently a (Dutch) company launched a ABS-variant which outperforms standard ABS in basically every mechanical parametric you can think of. Personally, I increasingly encourage customers to try one of these improved filaments because they usually do not only deliver better performing parts (like parts that can be sterilized at 134 degrees Centrigrade for medical applications), but also because they are often easier to print with.

 

Why not make it simple by grouping materials together in basic groups. A customer can select the basic group of materials he is interested in (like ABS or PLA) and after than can go into more detail if necessesary?

This way, no hub would be left out (a major complaint it seems) and a customer should ALWAYS be able to find a Hub to print his/her/their project.

 

 

 

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Found another bug. If you upload a massive file, hubs that cannot print it are showing up in the manual selection process list. Then you select service and get an error that they cannot print it due to being too large.

 

 

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Hey Guys,

 

Why are PLA orders in "San Diego, CA" being routed to a hub in Arizona with a 3.9 star rating across the board? I thought you need 95% completion ratings and ultra uber reviews to get into the program ?

 

What's going on with this?

 

 

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Hi guys,

A little update: we're working on the final touches for the new Hub dashboard which will give you actionable feedback for what the "Express checkout" will mean to your Hub. Some technical details delayed the release, but we will be sending the email first thing next week.

 

Best,

Arnoldas - 3D Hubs

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Some of these guidelines seem to be very exclusionary. Ex. Since the implementation of the "express checkout", my orders have completely disappeared despite having a 4.98 rating. Beyond not being listed as a business (Wasn't the idea of this place as a way for hobbyists to support their own printing?), my dashboard says that only 68.5% of my orders have been completed. This metric is flawed in that, all my orders have been completed successfully. It factors in jobs I didn't want to take at all instead of the two jobs that didn't work out after I accepted them. Compounding the issue is, now that I have no incoming orders with the new system, there is no way for me to increase this score because it is purely a numbers game at this point. It seems that this new system will make this site no longer viable for anyone who isn't producing prints as their primary business.

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I am seeing very similar things.  Even though I have completed every order they claim my completion rate is 71%.  It just defies logic.

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"Hub dashboard which will give you actionable feedback for what the "Express checkout" will mean to your Hub. "

 

I have read everything, and I am still not clear what Express checkout would mean to me. I seems that since I am not registered as a business, I will be outside of the order pipeline except for the few people that go through a painful process to locate me.

 

From the Manifesto (that needs to be updated to the current business oriented/corporate theme):

"Now imagine a world that runs on local products. Electricity comes from solar cells on your roof, food is grown in urban farms, and everyday commodities are made on machines owned by someone in your neighborhood. "

 

This reminds me of the Makerbot fiasco.

 

If you are looking for local, or seemingly controlled and/or repeatable prints, why not just open your own regional hubs with 3D printing hardware and run it yourself? You are handling ~2077.375 print jobs per day globally, while I don't have the breakdown for what % are US orders, a central Hub near a regional/national USPS distribution center somewhere in the central US would allow you to start migrating everything internally. You have built a very nice front end interface to help with the order processing which helped my order acceptance rate spike upwards since it showed customers what will not print up front. The platform was working quite well and continually improving while helping both sides of the platform model, until the 'experiment' that started a few months back. It is no longer a 'platform', but a Managed Services interface for customers, Hub identity is being eradicated in the process.

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Is the intent to keep the express checkout as the default cart for all future orders?

Will all hubs not enabling express checkout only be able to get new customers from the confusing and limited "Manually Select..." button?

 

I only get orders from repeat customers at this point, and I am a well ranked hub. Why don't you enable a secondary market under a different name using your existing framework with the old functionality Call it 3dMarketplace.com or something. You created a platform for a specific market segment, and got people within that market segment to join and it became functional from the hub and advanced/skill client prospective. It seems that you are now enforcing a market segment change on everyone to cater to the new users that do not understand 3d printing, which may be logical from the business/profit point of view, but you are leaving a large gap for the segment you initially attracted.

 

Currently, I do not understand why your typical hubs are here. I no longer understand why I am here. 3D Hubs needs to provide their roadmap and vision of where the service is headed.

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