How to know which product a person is talking about?

[Barbara]

A customer messaged me with this: "hello is there any way to change the back round color of the card ?"

First of all, what would a "back round" even be? More importantly, doesn't Zazzle report which product page a customer is using messaging the designer? I responded by asking the person which card they were looking at, but I haven't received a reply as yet, so maybe it'll make no difference. Nevertheless, is this a common situation? Because of the kinds of products I design, it's a rarity for customers to contact me.

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[Windy]

I guess the simple answer to the customer's question would be "yes". To your question, the answer is no, unless something has changed recently. Designers have pointed out this communications problem a few months ago. I do believe the issue got passed along to the team.

[PlayfulPixel]

Reading your question:  to be the 'back round' = the background of the design.
So if you have a plain coloured background on the design, perhaps they are asking if the colour can be changed. Obvs if you have a photograph as a background that seems unlikely 🙂

[Cat]

Yeah, this has been a problem for a long time. If they initiate the chat from the designer panel within the design tool in includes a link to the product in question. But if they initiate it from the product page it doesn't - at least not usually. I think maybe it's a bug that happens if the customer is on a phone, but I'm not sure. Anyhow, it's been reported over and over but has not yet been fixed and it's a shame because I'm sure sales are lost in the shuffle.

My pat response is something like this: "Thanks so much for your interest in my design! I'm happy to help, but this system does not allow me to see what you're working on, so I'm not sure which product you're referring to. Could you send me a link or image or even just the title of the product?" If I catch the message rather quickly, it sometimes works, if not, the customer is often lost - at least lost to me. Sigh.

[Barbara]

I gave kudos to all three of you for your replies. I almost accepted yours, Cat, as a solution because you gave me a way of responding to such queries, but I guess it's not a true solution. Only Zazzle can provide this. Yes: sigh.

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