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Maybe it confused metric and imperial units?? The order form had text entry with a value of 2 with no units. The user assumed 2" but the print house assumed 2mm. Always always always show your units. I can still hear the voice of my high school physics teacher saying that.

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It's equally likely that the unit was implied by other content around the input field and the model didn't make the connection (like "scale: [___] mm"), or perhaps the file format was just wrong and a human placing the order would have resulted in the same outcome.

I think if a human received artwork and was then told to scale it down to 2mm on a mug so that it was just a dot, that the human would ask some questions. This context that keeps being talked about is kind of important yet so sorely not working

What I mean is that the file was specified in one unit/resolution and the site expected a different one. Like, "draw a circle of radius 2 at (3, 3)".

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