Noticed an error post sale!

[Christine]

Hi there! I just made a rather large sale on a first time product. As habit, I checked through to the listing to make sure everything was OK and I noticed a rogue duplicate art file in the listing! It’s a favor box with an all over print and then an extraneous pattern layer. I’m mortified! I can’t see the changes the customer made, obviously, but how can I reach out and know if she was able to delete it on her side or correct for it? I’m sick thinking she spent all that money and will be disappointed! Reached out to Help, but hoping there’s a more direct way to confirm she’ll get what she wants. Thanks!

[idraw · Accepted solution]

@Christine 

AFAIK, you can't contact the customer due to privacy issues, but you can  contact  z customer support by phone or email and explain the issue to them. Be quick tho, tomorrow is a US holiday. Have the order info ready. hey can either check the order item to see if there is a problem, or cancel the order and advise the customer to contact you via chat to fix it. You could create a new revised product, fix it by removing the rogue layer, and wait for the customer to contact you after customer support contacts them.

[Christine]

Ooof thank you. Was on the phone for a while. They said they can’t contact her at all. 

[Christine]

I feel awful. I would so much rather head off the issue than ship out a known issue, have her panic and have to go from there. It’s totally my fault that there was rogue artwork but I wish there was a way to be proactive here. I guess she could have corrected it herself but I can’t be sure.

[idraw]

@Christine 

If that rogue layer was not locked when you created it and was not visible on the product, the customer could hide/delete it if they want, whatever necessary to make the product their own, however they want it to be. If it is hidden, then in theory it should not be printed.  Please relax and know that when your customer receives the order if it isn't satisfactory Z will make it right. And, also feel good about contacting Z, (depending on which CSR (customer service rep) you get, they should then pass along an alert about the issue. Lastly, you hopefully got a new and continuing customer. 🌟

[Marcia]

Often Zazzle quality control will fix something that was wrong before they print it. And true, you have no idea what your customer did to modify it. Early on, I called Zazzle when someone ordered something & I realized was wrong. They told me they couldn't do anything but they must of because it never went pink. Also, if you have an extra art file layer under a good one that is not showing up on your design, don't worry about it. Yes, it shouldn't really be there. No, it won't print & mess up your product when being made.

[Christine]

Really appreciate it! Hoping for the best. Lesson learned on my own end for QC though!