Defining boundaries: Designer vs. Platform Responsibilities

[CreativeDesigns]

Does anyone else get tired of customers messaging you about shipping and product quality? 

I feel like there’s a huge misunderstanding—they don't seem to get that I’m just the designer and I don't actually handle the physical items.

It’s getting frustrating because I’m spending time answering customer service questions that should be going to the platform's support team. It's really not my responsibility to manage fulfillment issues.

How do you guys deal with this? Do you have a saved template you send them, or do you just ignore those messages? Would love to hear your thoughts!

Thanks!

[jophb]

I had posted about this last week or so. I'll link below. I don't mind answering them, but I feel bad for the customer because they aren't getting the help they need, or at least it delays it.  I have a couple saved answers with the appropriate links that I keep in my computer notes.

https://community.zazzle.com/t5/pro-basic-private/messages-please-make-designer-capabilities-more-cl...

[Cat · Accepted solution]

I blathered extensively on this topic in the post that @jophb just linked to, so you can read my thoughts there if you are so inclined, but my short answer is the less you say the better. I used to have a TON of cut and paste responses, but it seems like once you go down the road of helping with things that aren't our responsibility, it just muddies the water and invites more questions and confusion. So now I try to just send them to the chatbot (www.zazzle.com/about/ask) or send them a link to the appropriate help file and keep it as short as possible.

[CreativeDesigns]

Thank you both for the insights! I appreciate the link to the previous discussion—it’s very helpful to see how others handle this. I especially take the point about 'less is more' to avoid muddying the waters. I’ll definitely look into streamlining my responses and pointing them toward the official help links instead