Admin Q&A

• Send the order form first. It is the fastest path and it feeds the whole system. The link goes in its own bubble.
• If they would rather have us book it, collect four things: target shoot date, property address, the services they want, and any combo, gate or lockbox info. Brand new client: also get email plus first and last name.
• Then place the order in Aryeo yourself. The system texts the booking confirmation automatically, so do not send one by hand.
• Shoots start at 11:30 AM Pacific or later. Earlier is a question for Jose. Tomorrow or later with an open slot on the Aryeo calendar: just book it. Today: ask Jose first.

Other ways it comes in: how do I book you · I'd like to schedule photos for a new listing · can I get on your calendar · do you have availability next week

• Never promise a same day shoot. Check with Jose first, every time. The calendar can look open while the team is an hour away from that listing.
• Hold the client with a warm line that promises nothing, then message Jose with the address, the services and the time they want.
• If Jose says yes, book it in Aryeo with Manual choice on the date picker, type the time, make sure Jose Santiago is the photographer.

Other ways it comes in: are you available today in San Jose · can you squeeze us in this afternoon · we need photos asap, today if possible · any chance you can come out today

• Tomorrow or later: if the slot is open on the Aryeo calendar, book it. No need to ask first.
• Only offer 11:30 AM Pacific or later. Jose books in Pacific Time, so Friday 2 PM means Friday in California.
• Scroll up the thread first. If they already told us the address or the services, do not ask again.

Other ways it comes in: can we do wednesday at 11 · is thursday afternoon open · what times do you have this week · I'm looking to shoot saturday

• Yes, and there is no reschedule fee. Jose has never charged one in a year of texts.
• New day is tomorrow or later and the slot is open: move it in Aryeo. Open the appointment, Edit appointment, move the day or time, update. If that option is missing, tell Jose, it is a permissions flag he flips.
• Moving something to today, or into an early morning: Jose first.
• Close the loop once it is moved. Aryeo sends a fresh email and calendar invite, and a one line text confirms it for the client.

Other ways it comes in: can we push tomorrow's shoot to 2 · the painter isn't done, can we do next tuesday · I had an emergency, can we move it to the morning · switch the photo shoot to tomorrow please

• Treat it as a reschedule first: ask if they have a new day in mind. Most cancellations are really a delay for repairs or cleaning.
• If they truly want it cancelled, cancel the appointment in Aryeo and tell Jose. No cancellation fee has ever been charged.
• A cancelled or postponed project gets no automatic reminder texts, the system handles that on its own.

Other ways it comes in: cancel the shoot · the listing fell through · we're not ready, hold off for now · postpone until further notice

• Photos are delivered the next morning by email. That is the standard answer and it is almost always true.
• Same day delivery exists on request, but whether it is possible on a given day, and whether a rush fee applies, is Jose's call. Say we can check.
• If the shoot was yesterday and nothing arrived, look for the automated delivery text in their Quo thread, then check Aryeo. If the order is not delivered yet, ask Jose.

Other ways it comes in: what's the eta on the pictures · any update on the photos · how fast do you deliver · what's your turnaround time

• Video first drafts take 24 to 48 hours because the editing is heavier. Revisions add time on top.
• The delivery text itself says it: photos go out first and the video follows once it is ready.
• If it is past two days, do not go quiet. Tell the client you are checking, then ask Jose for a real ETA. Jose's own habit is to be upfront when videos are backed up.

Other ways it comes in: do you have an eta on the video · still working on the video? · when can I expect the reel · is the walkthrough done

• Yes. In Aryeo open the order and click Resend Files. Ask them to check spam, that solves half of these.
• If they want it by text, copy the gallery link and paste it as its own bubble.
• Check the client info in Aryeo and tell them which email it went to. Sometimes we have the wrong one, so confirm and fix it on the customer record.

Other ways it comes in: I don't see the pictures in my inbox · the link isn't working anymore · where do I grab the video · can you share the files again

• Add the extra email on the Aryeo order or customer, then Resend Files so it goes to both.
• If the request is before the shoot, add it to the order notes so delivery picks it up.
• If the assistant is the one who reaches out, answer the assistant. If the agent reaches out, answer the agent.

Other ways it comes in: please cc me on the delivery · include my partner in the email when it's ready · send it to my TC as well · do you have my assistant's email

• Payment works like checking out on Amazon. Any credit card, debit card or bank account, no fees.
• The payment link is in the delivery email from admin@listinglight.io, sent after the photos so they can look first. The same link works for later add-ons like a Matterport.
• If they cannot find it, Resend Files in Aryeo sends the email again with the link in it.

Other ways it comes in: do you have a link for me to pay · how do you want me to pay · how do I pay the invoice · what payment methods do you take

• We price by square footage. Every main package has three sizes: Smaller (0 to 1,200 sqft), Midsize (1,201 to 3,500) and Bigger (over 3,500). First thing to get is the square footage. If they do not know it, quote Midsize and say we adjust once we have it.
• Photo Collection $397 / $447 / $497. Photos and 3D Tour $497 / $547 / $597. Photos and Video $897 / $997 / $1,097. Signature Collection (photos, 3D tour and video) $1,097 / $1,197 / $1,397.
• Size independent: unlimited photos with floor plan $297, real twilight $175, property website $21. Always free: virtual staging for empty rooms, the floor plan with every photo package, unlimited photos.
• The order form asks for the square footage and shows only the matching price, so pointing them to the form is often the whole answer. Anyone marked VIP on the Notion clients board: ask Jose before quoting.

Other ways it comes in: what's your price for a 1700 sqft home · how much for the listing combo · which package should I select for photos plus 3D · can I get a quote

• Matterport is $250, $275, $297 and $347 from the smallest home to the largest. Zillow 3D Home Tour is $250 and $275.
• Bundled it is cheaper: Photos and 3D Tour is $497 / $547 / $597 by size. Every line on one order stays in the same size tier.
• Every 3D tour order still includes the floor plan with measurements.

Other ways it comes in: is the 3D tour 275 · how much for a 3D scan · can the 3D tour be included in the package · matterport pricing

• Video only is $597 / $697 / $797 by home size. Photos and Video is $897 / $997 / $1,097. The Signature Collection with photos, 3D tour and video is $1,097 / $1,197 / $1,397.
• Agent on camera or a testimonial segment is a custom quote. The last price Jose gave for an agent intro was $57 per agent in January 2026, so confirm with him before quoting.
• Anything about a lower price is Jose's call, not yours.

Other ways it comes in: how much is the cinematic video · what does video cost with photos · price for a listing video · can you do video for 350

• Always Jose. Discounts, refunds, invoices, payment trouble and brokerage deals are on his list, no exceptions.
• What Jose has said since March 2026: we no longer offer discounts, except through a brokerage partnership. Some repeat teams are marked VIP in Aryeo and a VIP coupon applies automatically when their order comes in, they do not need a code.
• Tell the client you will check and get back to them, then message Jose with who they are and what they asked.

Other ways it comes in: can we agree on 550 · do you have a promo code · since it's a big house can you do better than advertised · can you match their pricing

• Virtual staging is free. Empty rooms get staged automatically, nobody has to ask.
• Cluttered rooms are different: if they want us to declutter and restage, it has to be requested by text so we can note it on the project.
• Specific asks (add a fridge, a dining set, a washer and dryer) are fine, pass them along as an edit request. A Matterport or 3D tour cannot be staged, only photos.
• Bathrooms, offices, backyards and open concept rooms are not staged by our tool. If a client asks for those, tell them you will check with Jose.

Other ways it comes in: I want virtual staging please · I don't see staging in the order portal · how do I request staging · can you add a fridge and a dishwasher in the kitchen

• Yes. Every photo package and every 3D tour includes a floor plan with measurements, at no charge.
• Total square footage can be added to the plan on request, and rooms like a sunroom can be added to the GLA if the agent wants it. Pass it along as an edit request.
• If the plan is missing from the delivery, tell Jose. It normally auto delivers, and when a job skipped the usual system it has been forgotten before.

Other ways it comes in: are you able to provide the floor plan · does the matterport come with measurements · can you send the total sqft · do you have the digital version of the floor plan

• Get the exact change: which floor, which room, what it should say.
• Pass it along as an edit request in Notion, tag Nico, and own the follow up. These usually come back the same day.
• Acknowledge the client right away.

Other ways it comes in: you labeled the laundry room as storage · change the 12x14 room from bedroom to living room · put the total measurement on the floorplan · the city rejected the floor plan

• Yes, and it is free. For sale signs, trash cans and cars usually get removed before delivery anyway.
• Get specific before relaying: which photos exactly and what exactly changes. Scroll up the thread for the address.
• Acknowledge the client, then relay to Nico in one message: address, which photos, exactly what to change. In Notion, comment on the project and tag Nico, a comment with no tag notifies nobody.
• Check the editor thread the next day and tell the client when it is ready.

Other ways it comes in: can you photoshop out the rat traps · edit out the backpack on the floor · crop the car out of the front photo · remove the garbage on the balcony

• Yes, color and tone re-edits are free. Ask which photos, or whether it is the whole set, and what direction they want (brighter, more neutral, warmer).
• Relay to Nico the same way as any edit, then follow up.

Other ways it comes in: make the walls look more neutral and brighter · adjust the white balance · the exposure is off on the interiors · can you warm them up a bit

• Yes for photos, it is done on request. Get the exact list of photos and the exact change, then relay to Nico and follow up.
• A Matterport or 3D tour cannot be edited in post. That takes a short rescan on site, which is Jose's call.

Other ways it comes in: can you make the grass greener in the photos and video · add a stainless steel fridge in the kitchen shots · take all the purple out · can you put a mirror in the bathroom photo

• Yes. Video edits go through Frame.io: open the right video, watch it, and leave comments with timestamps for each change.
• Music swaps are fast, but the cuts are matched to the beat, so a new song without a re-cut can feel off. Tell the client that when they ask.
• Own the follow up and tell the client when the new version is up.

Other ways it comes in: can you cut the first few seconds · how easy is it to change the song · remove the people from the video · add my logo at the end

• Instagram maxes out at 1080p, a 4K upload gets compressed and looks worse. A 1080 export fixes that.
• Whether a true vertical cut is possible depends on how the project was shot. Ask Jose before promising one. The options he has used are a rotated cut or a version with bars.
• Say we will check and get back to them.

Other ways it comes in: is there a way to make the video vertical for reels · IG compresses my video · can you send a 1080 version · keep it as a vertical

• On Vimeo: click the three dots under the video and hit Save video. The delivery email also has the files.
• For MLS, Vimeo links work fine. If a platform rejects the file or it is too large, an MP4 or a smaller export can be sent, ask Jose.

Other ways it comes in: where do I grab the video · can I get a downloadable version · how do I move it from vimeo to youtube · I only got a vimeo link

• There are two kinds of property sites. Ours (listinglight.io/the-address) we can edit, and Jose usually turns these around in minutes. The Zillow Showcase site locks the agent info, so for those Jose builds a separate custom site instead.
• Collect exactly what should change (names, the second agent's details, wording), then send it to Jose. Acknowledge the client.
• Our sites pull in the MLS details on their own once the listing is live, nobody needs to send us the description.

Other ways it comes in: add the other listing agent to the site · the website shows the wrong name in the browser · remove her info from the property website · can you make the address at the top black

• Showcase orders must be placed through the Zillow Showcase platform itself, choosing Listing Light as the photographer and the Showcase package. There is a separate Aryeo order form just for Showcase, so loop in Jose when one comes up.
• Nothing to turn on. Once we send the files it is live on our side, then Zillow takes up to 24 hours to populate it.
• Matterport tours do not show on Showcase (Zillow and Matterport do not integrate), the Zillow 3D tour does.

Other ways it comes in: how long does showcase take to show up · do I need to do anything for showcase · can you upload my listing to zillow showcase · which package do I pick for showcase

• Two kinds. Virtual twilight is free with every photo package (a daytime shot with the sky replaced). Real twilight is a $175 add on, picked on step 3 of the order form, and it is shot on site right at sunset.
• Real twilight timing is precise: the team is ready about 30 minutes before sunset and shoots through blue hour. The reminder text tells the client the sunset time the day before.
• A real twilight that missed its window usually means a return trip, that is Jose's call.

Other ways it comes in: can I add twilight to my order · is virtual twilight included · what time will you be there for the twilight · the client wants to add twilight

• Put it in the Aryeo order notes so it is on the appointment Jose reads that morning. Also note vacant versus owner occupied, the order form asks both.
• If a client books by text and did not mention access, ask. The pre shoot reminder asks for it automatically when it is still missing, but sooner is better.
• Thank them and confirm it is on the order.

Other ways it comes in: the combo is 1234 on the gas meter · gate code for the community · the home is occupied, seller will be there · supra lockbox on the door

• You cannot know this, so do not guess a time. Tell the client you are checking, then message Jose on WhatsApp right away with the address and the question.
• Jose answers ETAs himself, usually with an exact minute. Relay it as soon as you have it.

Other ways it comes in: what time should we expect you · is your eta still 11 · are you almost here · what time can you come today

• This is Listing Light's business line, the one that sends the booking and delivery texts. Jose's personal number is separate. Either works, this one is the team line.
• Answer warmly and move straight to whatever they need.

Other ways it comes in: is this jose · this number came up unknown · should I save this number · is this number better than the other one

• Send the review link in its own bubble. The Google profile is still under Jose's name, not Listing Light, so searching for Listing Light only finds the website.
• Then set their Google Review column on the Notion clients board to Review Requested, and to Review Left when it shows up.
• For referrals, the website link is the one to share.

Other ways it comes in: I couldn't find your business page on google · what link do I send my agent friends · how do I refer you

• One day after delivery, open their row on the Notion clients board. If Google Review already says Review Left or Review Requested, you are done.
• If not, text the first line. If they reply happy, send the ask and then the link in its own bubble, and set the column to Review Requested.
• If they reply unhappy or want changes, skip the ask. Treat it as an edit request and loop in Jose.

Other ways it comes in: follow up after photos were delivered · how do I ask for a google review · review requested column

• Yes, originals are always available alongside the edited set. Resend the files or ask Jose to add the originals folder.
• How to explain a virtual twilight: it is an edited version of the daytime photo with the sky replaced. The base photo only gets color correction.

Other ways it comes in: we want to compare with the staged photos · did you digitally alter these images · send the photos before the sky replacement

• Home base is the South Bay. We regularly shoot from Oakland and Pacifica down through San Jose, Morgan Hill and Gilroy to Santa Cruz.
• Anything farther is a question for Jose before anything is promised. He has said yes to exceptions for repeat clients and no to places like Santa Rosa.

Other ways it comes in: do you shoot in santa rosa · do you service oakland hills · can you go to sacramento · how far out do you go

• Light rain is not a blocker. Colors come out a bit more saturated and a twilight look is easy to add. Only heavy wind, heavy rain or thick fog is a problem, mostly for drone shots.
• Keep the appointment unless Jose says otherwise. If the client insists on moving it, reschedule as usual.

Other ways it comes in: my client is worried about the rain · it's pouring here, how does it look there · will fog affect the drone photos

• Edit the order in Aryeo: add or remove the line items, keeping every line in the same size tier.
• Orders that came in through Zillow Pro sometimes lock the client into the wrong package. Jose corrects those on his end, tell him.
• If they say 3D tour, check whether they mean the floor plan drawing or the click through tour. People mix them up.

Other ways it comes in: he doesn't want video anymore but keep everything else · zillow pro only let me pick the expensive package · no need for showcase, just photos and 3D · add matterport to my existing order

• Add it to the order notes so it is on Jose's appointment, and tell him if the shoot is tomorrow. No separate fee has been charged for this in the threads.
• Confirm to the client that it is noted.

Other ways it comes in: take a few photos of the common area · include the clubhouse and gym · can you get the lake across the street

• Look it up before you answer. In Aryeo search the address and open the order. The order shows the appointment date, whether it is delivered, and which customers got the delivery email.
• Delivered but this person is not a customer on the order (happens when a co-agent or assistant booked it): add them as a customer on the order, click Resend Files, then tell them the files are on their way and that they were added.
• Delivered and they are on it: Resend Files and ask them to check spam.
• Not delivered yet: check the shoot date. Photos come the morning after the shoot, video within 24 to 48 hours. Tell them that timeline. If the shoot date has passed and nothing is delivered, check the Notion project for a note, then ask Jose.
• Send the holding line first if the lookup will take more than a minute.

Other ways it comes in: do you have the photos for 123 main st · was the shoot at [address] delivered · I never got anything for that listing · my partner booked it, did it go out

• Aryeo answers most things: search the address or the client. The order shows the appointment, delivery status, the customers who got the files, payments, and the Resend Files button.
• The Notion clients board answers who the client is: phone, email, whether an assistant is linked, Subscribed, the Google Review column, credits and VIP.
• The Notion projects board answers what happened on a shoot: shoot date, delivery state, and the comment thread with Nico for edits.
• Quo answers what was already said: scroll up the thread for the address, the promise made, and the last delivery text.
• Frame.io answers where a video is. If it is not there yet, it is still being edited.
• Jose is for what those cannot settle: discounts, refunds, invoice changes, same day shoots, upset clients, travel beyond the service area.

Other ways it comes in: how do I find out myself · what can I check on my own · which tool has the answer · how to research a client question

• Possible, but Jose sets it up. Ask what split they want (half and half or a percentage) and pass it to him. Payment questions are always his.

Other ways it comes in: I can only pay with one card, can my partner pay the rest · split the invoice half and half

• Jose only. Pay at close has been offered case by case to trusted repeat agents. Escrow has never been done. Do not agree to either yourself.
• Tell the client you will check with Jose and get back to them today.

Other ways it comes in: can I pay for this one when my other listing closes · do you require payment right away · pay at escrow

• Aryeo emails a receipt the moment a payment goes through, to the email on the order. Resend Files sends the order email again to that same thread.
• A breakdown by property or any dispute about the total is Jose's.

Other ways it comes in: my client needs proof of payment · send the invoice breakdown · how much was the final invoice

• Jose, right away, with a screenshot of what they paid. Refunds and invoices are on his list.
• What he usually offers: a credit toward the next listing, or a refund (a refund carries about a 2 percent processing fee). Do not promise either yourself.

Other ways it comes in: it was 737 when I ordered and now it's 1097 · can you refund the difference · use the extra as a credit

• Tell them to place the order anyway and that we apply it on our side, then tell Jose. VIP clients get their coupon applied automatically when the order comes in.
• If they already paid full price, Jose decides between a credit and fixing the code.

Other ways it comes in: promo code not available on the payment page · what promo code do I use for the 347 price · my coupon didn't apply

• Matterport spaces can lapse and need to be reactivated on our side. Tell the client you are looking into it and send it to Jose. It is usually fixed the same day.

Other ways it comes in: the 3D tour no longer appears to be viewable · the matterport link is down · my listing tour stopped working

• No. A 3D tour cannot be photoshopped or staged after the fact. The fix is a short rescan on site, a few minutes once Jose is at the property. That is his call, ask him.

Other ways it comes in: can you put a mirror in on the 3D tour too · stage the matterport · remove the box from the scan

• Not a standard deliverable. Ask what they want to do with them, then ask Jose. Often the answer is that we make the edit for them instead.
• Older raw video may already be deleted, so do not promise it exists.

Other ways it comes in: send the raw video files · can you send tiff files so we can photoshop them · we want the unprocessed footage

• A one off, not a standard option. Say it is a great idea and that you will check, then ask Jose. He has done it by hand for a repeat client before.

Other ways it comes in: the file names are giant · put a prefix on the file names · the photos for each unit are mixed together

• Ask which platform and what error they see. A smaller MP4 export fixes it, that is a quick editor task, send it to Jose and follow up.

Other ways it comes in: the file exceeds the size limit for my google page · can you reduce the file size · any other format you can send

• Vimeo works for MLS and does not have this problem, so point them to the Vimeo link. Send the copyright question to Jose, he can look at the track.

Other ways it comes in: copyright claim on the song · vimeo has fees, can I use youtube · the music got the video taken down

• The narration on listing videos is a stock AI voice. A clone of the client's voice or face is not offered unless there is enough footage, and Jose decides that. Say you will ask.

Other ways it comes in: is the voiceover AI · can I have a voice clone talk over the video · can you narrate the video

• Doable, and it needs a quote from Jose. The last number he gave for an agent intro was $57 per agent (January 2026), so confirm before repeating it. A testimonial can be shot as a second clip and edited in.

Other ways it comes in: can I be on camera · the client wants a video testimonial as part of the video · agent intro pricing

• Send the website in its own bubble. The photos page and the property websites page show recent work.

Other ways it comes in: do you have a portfolio · share the projects you've done · I never got the examples you mentioned

• Not on the price list as a standalone. The closest a la carte item is unlimited photos with a floor plan at $297. Ask Jose whether a plan only visit works and what it costs.

Other ways it comes in: floor plan only, no photos · we need a measurement asap before listing · just the floorplan for now

• Bedrooms, living rooms and dining areas are staged automatically when empty. Bathrooms, offices, backyards and open concept rooms are not handled by our staging tool, so do not promise those. Tell the client you will check with Jose.
• If an empty bedroom was missed, pass it along as an edit request.

Other ways it comes in: a bit of staging in the third bedroom and a dining area · stage the patio · furnish the office

• Yes and it is free, but it has to be requested by text so it is noted on the project. Note it in Notion and tell Jose which rooms.

Other ways it comes in: declutter and restage the living room · take the owner's stuff out and stage it · the room is cluttered, can you clean it up virtually

• Call the client, not text, and get an alternate code or someone to let him in. Relay it to Jose on WhatsApp the second you have it.
• If nobody can help, Jose decides whether to wait, come back later or reschedule. An extra trip is his call, never charge for it yourself.

Other ways it comes in: the combo isn't working · the lockbox is open with no key inside · nobody is home and the door is locked

• Loop in Jose immediately, always. Do not argue and do not promise a refund, a reshoot or a discount.
• Acknowledge them once, warmly and specifically, say Jose is on it, and pass the whole thread to him.
• What Jose has done in these cases: offered a refund or a return trip when weather ruined aerials, and offered a free reshoot when a booking was missed. Those are his offers to make.

Other ways it comes in: these are not what I expected · I want my money back · you were a no show · the drone photos are all fog

• Not a client. Thank them, take their name and what they do, and hand it to Jose. Do not discuss pay or availability.

Other ways it comes in: I'm reaching out from Indeed about the position · are you still hiring · I'm a photographer, do you need help

• A return visit is Jose's call, and he usually says yes. Get what needs redoing and when the home is accessible, then ask him. Tell the client you are checking on the earliest day.

Other ways it comes in: the 3D camera broke, do you need to come back · you missed the backyard · the twilight came out too dark, can you redo it

• Possible, the site can mask the address and drop the map. Send the request to Jose with the wording they want shown instead.

Other ways it comes in: undisclosed address listing · don't show the street on the site · keep the address private