Customer Asking Why Order Was Cancelled

[tiffjamaica]

I got a chat message today asking me why her order was cancelled.  I directed her to customer support, but now I'm left wondering - if she didn't cancel her own order, why would Zazzle cancel it?  Anyone know?  I don't *think* it's an issue with my design as I've sold quite a few of them before without problems so far, but this has me a bit worried.  Has this happened to anyone else? Did you ever figure out why?

[idraw]

@tiffjamaica 
Could be a font you used, that is discontinued? Could be something that the customer added which Z does not allow. Lots of possibilities, only Z knows why. They might let the customer know the reason.

[tiffjamaica]

Thanks. Definitely not a font - it's a recently made product and only has one font. The only thing the customer would add (if using template correctly) would be personal photos. I'm stumped!
Feels like they should maybe let the customer know 'why' when they cancel the order. 🙂 

[PenguinPower]

Could the customer have added something forbidden? A logo that doesn't belong to them? Text that violates policy in some manner?

[tiffjamaica]

It's a photo template, but if they entered the editor I guess they could've done that, yes! Fingers crossed they can fix and reorder! 

[Sandra- · Accepted solution]

Hi @tiffjamaica same thing happened to one of my customers last year, it turned out to be the name of the college she had added to her graduation announcement was subject to copyright restrictions, so possibly something along those lines. 

[tiffjamaica]

I bet that's it. It is a graduation product, so that makes the most sense! 

[Sandra-]

Could well be then … if I remember rightly my customer reordered without the college name. Hopefully yours gets sorted too! 

[Cat]

I had a similar situation a while back. The customer was LIVID that her order had been cancelled. Turned out she had uploaded a picture from Disney's Black Panther movie. She spent a lot of time trying to convince me that it was public domain because she'd downloaded it from the internet! Seriously. Anyhow, sounds like you've got it figured out, but more than likely it was blocked by the content management team for one reason or another.