Sometimes clients panic when they finish uploading a video to their new Media shuttle folder and after they hit refresh the video is gone. The good news is you can tell them that's supposed to happen! 

Videos and other assets disappear from Media Shuttle folders after upload intentionally. When they disappear that means they’ve been ingested into our system and we have them on our end. There’s no need to for them to re-upload videos if they aren’t seeing them anymore.

As a side note, it's preferable that clients upload no more than 4-5 videos at a time.  If they don’t want to wait to space out their uploads, they can upload all the files at once in a zipped folder. The only downside to a zipped folder is that TechOps will have to unzip the folder manually, so this is not a good option for urgent downloads.