I’m getting multiple messages per day from customers who can’t find the link to the Shipping Options. It seems like the link keeps moving, so it’s hard for me to direct customers on how to find it.
Today I was trying to help a customer who needed to know how long a seating chart would take to arrive. I wasn’t sure if she was ordering a poster or a foam core board, so I went to find the location of the link, and get this… the link is in a DIFFERENT place on the two different products! And if she’s on a phone, God knows where it might be.
Is there some way we could have a link that we could send them to get to the right page, or maybe even something to append onto the end of the product URL or something? Or maybe just stop moving the link and make it more prominent somehow? It would sure save a lot of headaches if customers could find it.
Hope the link works this time. I think I see why it keeps moving maybe. The first time I posted the link did not work. Maybe cause it was linked to the date of the holiday that was current at the time I found the page for my customer? I didn’t notice that until I came back and tried the link myself and it led to an error message not the webpage I intended.
So don’t use the link above. I can no longer edit that post. Use this shorter clean link with no date included. I can no longer delete the above link. I finally figured out that will only work until this current holiday (Father’s Day) is over OOPs!
It would be nice for Zazzle to confirm that this link will work going forward. It makes sense it should. I just didn’t notice there was a date included in that first link I posted. But at least I have now discovered what was going on before continuing to use this current Father’s Day Link. My first link probably was from Mother’s Day and resulted in an error page when clicked. I deleted that one and posted the new Father’s Day Link not realizing it will no longer work after Father’s Day.
DAILY I receive multiple messages from customers asking me to confirm ship times or confirm if something will make it to them on time. Even though I’ve indicated that I can’t give this information in both the custom messages when someone adds things to the cart, orders, and as a subhead in my design profile that people should be seing before initiating a chat.
Maybe this is something that can be added in a larger fashion to the chat instructions? People are either missing it, or ignoring it by choice just to get some sort of confirmation, especially about rushed orders.
@Mark The problem is that the link isn’t always in that location, so I can’t just direct people to look there, because sometimes it’s moved to a different place.
And on my Android phone, the situation is even worse. I had to scroll down 12 screens in order to find it - past a row of other designs that I might like, then past 30 suggest designs from this category, listed at two per row, then past about this product, then past the collection, then past transfer the design, then past about the store, then FINALLY, we get to the shipping details! Given that, I don’t think it’s surprising that customers can’t find the information.
@samack Thanks for the link, but that’s not what I need. Usually these are customers who are ordering day-of-event items for their weddings. So they’ve already chosen the design they want - and often they’ve already spent hours customizing it, and they just need to know when it will arrive.
@KC1 Me too! Yesterday I received half a dozen shipping inquiries from customers. Depending on their question I try to point them to the correct web page, or tell them to scroll around randomly until they find the shipping options link. But it’s a poor solution because it depends on me being here at my desk when their message comes in - and I can’t be here 24/7. Sending this graphic helps (idea from Leah @CreativeLeahG ) but it still requires me to send it manually.
@Cat I saw that a few weeks ago and keep meaning to make an image for it, but in the mean time I edited all the custom messages we are able to, AND put it in my tagline, but still… As you know, they keep coming with the same request.
I just message back, but somewhere there is a ship time disconnect … or people are just ignoring it entirely because they think designers are the same people who process, print, and ship the orders, or they think that by messaging the designer, they’ll find a way to skip the line and get things sooner.
@KC1 “… they think designers are the same people who process, print, and ship the orders.” Yup, and therein lies the problem. If they were just approaching it neutrally - like not having a pre-conceived notion of how it worked, the little popup telling them to contact Zazzle for shipping would probably be sufficient, but they come into it already believing that they’re ordering from us, so we have to overcome their false assumptions.
And the people who think that by messaging me they’ll get bumped to the front of the line because they waited until the last minute to place their order… Well, I try to be kind because they’re not professional event planners, and they’re always in a frenzy that close to their wedding date, but I have to wonder if that approach works for them in general!
I too get many messages asking if I can get an order out tomorrow or by a certain date. It would be sooooo helpful if Zazzle made the shipping time icon much more obvious. Customers just don’t notice the little truck or gift item. It’s needs to be larger.
And yes, customers think we designers print and ship. Is there any way to make it more clear and obvious that we (designers) are not Zazzle? Wish I got 10 cents for every time I explain to customers via chat that I’m not Zazzle.
