Sending products to customers for

The following training module describes the complete process for sending products to customers at DMVSTREAM.COM.


Before attempting to take any of the following training courses, please email and request access to our shared drive by supplying your GMAIL address. It MUST be a GMAIL address. If you do not have one, please create one. Much of what we do and how we communicate is predicated on the use of Google Drive. You will be unable to move forward with the information below without it.

How to send products to customers for

This video explains the process of how to send video files that customers purchase from

STEP 1 – Receive email from

You will have access to the SynthesisMP gmail account, which is where the order emails will come from.

STEP 2 – Forward the email to your account

Forward the email from the SynthesisMP gmail account to your email account so that you have all of that information and can send that product.

STEP 3 – Send the file via Hightail

Log in to Hightail and attach the file you need to send; if you need login information for Hightail, ask B.J. Koubaroulis. You can attach the new file by either downloading the file from wherever it is stored and adding it there, or you can attach the file via Google Drive in Hightail.

You need to make sure that for the ‘File expiration’ options that you have the file set to expire after two weeks from the date you send the file. The text for delivery in Hightail can be found here.

STEP 4 – Send follow-up email to customer with file delivery

Send a follow-up email to the customer, CC’ing The text for the follow-up email can be found here.

STEP 5 – How to handle customer interaction

Often times, customers will email back, saying that access to the file has expired. Politely email back, explaining that they need to follow the instructions to download the file and that you will send the file one more time. Be courteous and polite, regardless of their tone.

Customers also will email after receiving the file, saying they are surprised that the file isn’t what they thought they were ordering, expecting a full game file or broadcast file. Politely respond and let them know that there are multiple warnings on the page that indicate that the video they purchased is embedded on the page where they made their transaction.

If you have any questions about how to handle customer interaction, ask your supervisor.


Now that you have completed the training material, please take the next step and take the exam. The exam is an “open-book” test, meaning that you can refer to the training material to find the best answer. The exam is a way to help our team learn more about your aptitude for the material that has been presented to you. You will not be permitted to move forward with this role without successfully completing the exam. TAKE THE EXAM