Chat 'New' Message From Zazzle Asking for Phone Number

[klstock]

My chat shows the red new message icon. When I click on it, it is a message from Zazzle saying 'tell us more about yourself' and a space to fill in my name and a checkbox next to a message that says 'Yes! I’d like to receive exclusive Zazzle deals, discounts and updates on new products'. 

Whether I check or uncheck that box and hit continue, it takes me to the same screen asking for a phone number to 'keep your account secure'. If I choose 'skip' I just end up back at square one with my chat showing a red 'new' message icon that I can't get rid of.  It appears to be trying to force me to give a phone number. 

I have a customer who contacted me via chat this morning regarding a request and I replied to that and was waiting to hear back from them to clarify what they were asking me to do. I can't enter my chat now though apparently without providing a phone number. 

[Zorinda]

I agree. Choosing cell phone only verification is extremely short sighted.  Hopefully Zazzle will rethink this decision.  In my case, I have 2 cell numbers. One I use generally, the other is an absolutely private number that only family/close friends have. Zazzle wouldn’t accept the general number.  So I, and my customers, will not be conversing by message unless I am able to verify using the email or voice options that the vast majority of other companies offer in addition to a cell phone verification option.  @@James please suggest to the powers that be that a single verification option is a poor decision and provide the other methods as well.

[klstock]

This can also be accomplished by emailing the code to the known email Zazzle has for the designer's account.

I don't use the chat feature to talk to peers (except once to congratulate someone for their contest win). What will happen when a customer tries to send me a message via chat? Will they receive some type of message that I cannot respond via the chat feature?

[Cat]

I had to chuckle at the notion that we're using chat to converse with our "peers."

But this does give me a thought, since they're implementing a popup anyway, maybe it could include a line that went something like: "Shipping questions? Please contact customer support" with a link to customer service. Might save everyone a lot of trouble.

[klstock]

That would be wonderful!  

[Laura-LiseWong]

Just had a customer email me saying "Hi I’m trying to use your template for an invite and am having a hard time!  Would love your help but zazzle is giving me a headache trying to message you!"... 

I am sure there will be at least a few customers deterred from adding their phone number just to be able to chat with a designer. 

[klstock]

That is a good point. If I were the customer and just wanted to buy some invitations or whatever and had a quick question/request for the designer before purchasing but got some popup asking for my phone number, that would end my shopping right there. 

[Zorinda]

Just got my first message since Zazzle required my cell phone # for authorization.  As noted in another post below, Zazzle refused the number I entered.  Given that there is no email or voice option that other companies normally offer I have no way of responding, so it and all other future messages will be ignored.  Supremely short sighted of Zazzle to only require cell phone numbers.  But a time saver for me, so whatever.

[ZBug]

Peers? You mean customers?

Then there needs to be something posted for customers trying to contact us, letting them know that we can't reply.

[idraw]

@James

Phone number is and has been for years---Under settings for Earnings>Payment Settings>Payee information. So Zazzle  already has my phone contact info. Why have to enter it again? Vulnerable enough already, twice tho?

[Barbara]

I didn't remember putting in my phone number for payment settings, so I just looked and discovered I apparently forgot to put in the area code. It probably won't work for SMS.

Colorwash's Home

[klstock]

In Section 4 of Zazzle's Privacy Policy Notice https://www.zazzle.com/mk/policy/privacy_policy  it states the reasons 'we may share personal information..'

One of those being In connection with a substantial corporate transaction, such as the sale of our business, a divestiture, merger, consolidation, reorganization, or asset sale, or in the unlikely event of bankruptcy.

Zazzle may only use cell phone numbers for verification purposes today, but the reality is that things could change and then it could become part of an asset sale  at some point in the future. 

That is the type of information I take into consideration and why I do not feel comfortable providing a private cell phone number, especially when there are other options such as via email. My already known email along with the fact that I had to log into my Zazzle account first, should be sufficient for verification. My email that I use for Zazzle is one for business purpose only, it isn't my personal email. 

[James]

Hi @klstock , this privacy notice remains the same and I think  you are taking that section out of context. 

Zazzle cares deeply about privacy. We will NOT share registered email or verified phone numbers to marketing lists or otherwise.

We also have an fiduciary responsibility to keep members of the community safe. To ensure the safety of the community, we have instituted a policy to verify identities through phone number, and in some cases, email verification. This policy affects (and protects) Creators and Consumers. 

Thank you. 

[klstock]

Hi James, I merely copy and pasted what that section of Zazzle's privacy notice states which is that:

Other situations: We also may disclose your information:

• In connection with a substantial corporate transaction, such as the sale of our business, a divestiture, merger, consolidation, reorganization, or asset sale, or in the unlikely event of bankruptcy.

Because of that (and for other reasons), I stated that I am not comfortable providing my personal cell phone number for verification. That is pretty straightforward and in context. 

I appreciate that Zazzle wants to keep members of the community safe, creators and consumers, and this could be accomplished by adding an email verification option. Designers already log into their accounts using a password and Zazzle already has contact and payment information for each designer so designers' identities are not an unknown factor to Zazzle, nor as a whole are designers any type of safety threat to customers or the community. 

If Zazzle cares deeply about privacy, then they should respect mine and the fact that I have said I am not comfortable providing my personal cell phone number and offer an email verification option. If not, it appears I will be unable to assist customers trying to reach me via chat.

Personally, I have never been a fan of the chat feature, so it is not a loss to me to be unable to provide what has amounted to mostly free customer service to those asking about shipping and making changes to their order.  I might add my email to my "About" section to give customers a way to reach me for design requests and a means to bypass the need for chat. But I am interested in what message a customer would get now if they tried to contact me via chat. Do they get a message that the Zazzle designer they are trying to contact and possibly make a purchase from is 'unverified'?

[ColsCreations]

@klstock 

But I am interested in what message a customer would get now if they tried to contact me via chat. Do they get a message that the Zazzle designer they are trying to contact and possibly make a purchase from is 'unverified'?

I'm sorry but you're going to have another email notification of a new chat message as I just sent you one to see what would happen. And the answer is absolutely nothing happens. You show up with the Independent Creator badge and I was able to send you a message. Zip zero zilch on my end to showing you as "Unverified" or anything else or preventing me from messaging you. So worst that will happen is a customer will think you haven't seen the message or are maybe choosing not to respond.

In chat, click Settings and you can add a "Headline" to your chat profile. It can be a max of 70 characters and shows up under your name in the chat side panel.

My suggestion would be for people who either can't or don't want to provide a number to use chat, is to use this line to let people know you have chat turned off for your account. You don't have to go into any detail, but you have 70 characters to come up with a line that will let customers know their chat message to you will not be received.

[klstock]

Thanks Cols. I do see that the number increased by one for chat alerts but I can't access them or the chat settings in order to do what you described. But your test answers my question and now I know customers will believe they have sent me a message, but I won't receive it.

[ColsCreations]

Oh right, of course. Major Duh! moment for me.

[LauraLee]

Question:  Does this have to be done on a daily basis?  For instance, if I clear my cache/cookies every day, it's likely that the phone number has to be re-verified again, daily, correct?  

And if this is to verify identities through phone number or email verifications, why would a scammer not have a throw away phone to bypass the verification process?  I'm thinking this is just a sad band-aid to the problem, no?

[klstock]

I made a new thead here in the suggestions area https://community.zazzle.com/t5/ideas-suggestions/zazzle-please-offer-an-email-option-for-two-factor...

The suggestion is for Zazzle to provide an email option for verification for those who do not want to provide a private cell phone number (or who cannot because they don't have one).  

[James]

We do also verify using email address when you open an account, and while this is equally as important, it simply is not enough. Email addresses can be created in a matter of seconds and be extremely unverified as to who the user is. The one time phone verification was introduced as this is a bit more difficult for un-wanted players to create at a large scale. 

[Barbara]

There are three options available, not just two. I've had quite a few times when the choices were text, email, and phone call when I've used the last choice. The phone rings, a voice gives the code to use, and that's what I enter in the little box. If email is deemed unsafe, why not allow people to enter their phone number, be it cell or landline, and they get a phone call with the code? Is this any less safe than texting? I don't think it is.

Colorwash's Home

[Zorinda]

Yes, there should be a landline option

[Barbara]

Am I understanding this correctly that customers will have to authenticate themselves too? If so, some of them may be put off by it.

Colorwash's Home

[Cat]

Agreed. On the plus side, assuming they don't need to be verified to use the blue "chat with us" button that takes them to customer support, they may take the path of least resistance and try that first. The night's still young, but I've only gotten two messages since they implemented this, and both were actually designer questions rather than customer support/shipping stuff. That would be a wonderful fringe benefit if it works out that way!

[rebeccaheartsny]

So is there no longer any way to access messages without providing a phone number? I'd prefer not to do so, but when I click "skip," I'm routed back to the home page again.

[MidnightZazzler]

When I clicked 'skip' it wouldn't let me skip and still forced me to add my number. 😞

[rebeccaheartsny]

Same. I gave up and will just leave those messages unread for now. I assume they'll add an email verification eventually!

[James]

Hi @rebeccaheartsny  in order to use our chat feature, you will need to verify using your cell number. Please be aware that this is for account verification only and is necessary is important for security and account protection. Customers will not be aware of this reason for your lack of reply so this could negatively impact potential sales also. Thanks. 

[SmilinEyes]

I do not have a cell phone and I got an email that someone contacted me.  What am I supposed to do?  I can't even get in to put in the message for people not to use chat, or turn it off if that's possible.

[Harmony]

as the majority of my messages are for customer service, and i am not an employee, I likely will not use this. I do not find the chat feature has boosted my sales at all. For personal security and account protection purposes, I will not be giving out my personal information to use this feature.