Feedback for Zazzle - Unhappy customer thought purchase included all products in collection cover

[Cat]

OK, so I've been slow to adopt the collection covers - and also VERY unsure about using them in place of the individual product covers or images in search. But, since Zazzle seems all gung-ho on this feature, I decided to turn on a few RealViews and allow them to be used in search for the products included in the image. 

Well, today I got a message from an unhappy customer who assumed that her order included not only the invitation, but the RSVP and enclosure card shown in the RealView as well. This is basically what I've been afraid of. To make matters worse, it was a digital download and those products aren't even available to be downloaded. I'll probably try to put them on downloadable products for her, assuming she doesn't just go away mad, but I'm not thrilled about the situation.

Just wanted to provide this feedback for the powers that be. I have noticed an uptick in sales for the invitations where I've allowed the collection RealView to be used in search, but I'm not sure if that's evidence that customers like it or if it just means that Zazzle is providing a boost to those products as part of testing this feature. I'm not very happy about having to deal with angry customers who feel like they've been duped by false advertising though. And I have to wonder how many others are out there feeling the same way but just aren't contacting me to complain. 

Anyhow, I'm leaning toward turning off the search feature entirely, and even contemplating deleting all collection covers and RealViews (not just the search feature).

I LOVE the idea of making collections more visible to the customer, but I think the implementation needs work. Clearly, the way it's currently being done it is confusing to at least some customers, and I really HATE the idea that it's coming across as deceptive and misleading.

[CreativeLeahG]

I have been concerned re this too BUT my reply might have been different. She clearly DID NOT edit those other items. She could also see they were NOT added to her cart. What then made her believe she had ordered them? YES thinking they were included is possible but she would have rapidly realised they were not upon editing and ordering. I’d refer her back to customer services.

[Connie]

She probably came from Etsy. Since many Etsy  sellers sell the whole suite as one set, you provide them the information and they put that information on all the matching pieces.

[SJoy]

However...this would be an interesting twist and offering for customers if Zazzle did have a suite option to purchase. Allowing customers to easily check boxes next to the stationery pieces they would like to add on and then customize.  Just thinking out loud.

[mylittleeden]

Agree would be amazing! I have seen this done elsewhere I can't remember where but yes would be good.

[Cat]

That's basically what I did. I told her that each product needed to be purchased separately and to contact me if she needed any help with that (she didn't write back) then I referred her to customer service for any questions. 

[Windy]

I can see how a customer with no familiarity of this site would simply assume that because she had added the info in the invite, her info would be automatically be applied across the other items in the cover photo too. She would then most certainly assume that the digital download would give her all the items in the cover photo. 

If this customer is not one of a kind in her experience, this is a huge Zazzle problem. 

[TMGEE]

That's my fear. If one customer is confused, whether or not she missed obvious information about her order (even if it's her responsibility to check the order details) how many others are confused too, and maybe give up by fear of making a mistake, ending up ordering nothing? Our brains don't work the same, and some people are not as comfortable as others with online purchase. At the end of the day, confusion is bad for everybody: the customer, the creator, and Zazzle's image.

[LauraLee]

This:

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@Cat wrote:

I LOVE the idea of making collections more visible to the customer, but I think the implementation needs work. Clearly, the way it's currently being done it is confusing to at least some customers, and I really HATE the idea that it's coming across as deceptive and misleading.

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It pretty much captures what I've thought.

[Connie]

I'm not surprised- I've said from the beginning that substituting collection covers for product images is a bad idea, and too confusing for customers. Even worse is substituting it for the other pieces besides the invitation- for sure the customer is going to think they get the invitation also!

[Pixelan]

That's frustrating both for you and the customer. I like being able to create cover photos and occasional cover video, when they work, but collection covers are just to vague and confusing for both customers and creators in my opinion. 

[PetalsPalette]

Thanks for bringing this issue to light. I hope Zazzle team would be able to resolve this matter soonest. I would feel really bad should I have the same encounter with a customer. 

[NHW]

I think if Zazzle added text at the bottom of each of their RealView images saying that products are purchased separately, that should help. On our end, we should probably add that info to the captions. I know many customers are unlikely to see that, but it's something. @SJoy's idea of allowing customers to add other items in the collection would be a great additional option. 

[LMGildersleeve]

Perhaps going forward @Cat you could do this to your RealView image covers?

[Cat]

I didn't realize you could add a caption to the RealViews - but now I see that you can... great suggestion!

[Cherie]

Yes, add other items to a collection, great idea!😀