How Would You Respond to this Customer Message?

[Cat]

I'm trying (again) to refine my customer communication skills, so I thought I'd ask how my fellow designers would respond to this message. (This is not a real customer message, it's a compilation of several messages I've received in the past day or two, and it's the sort of thing I really struggle with.)

Hi, I just placed my order but some of the text is cut off at the bottom and the flowers got cut off along the edge when I changed the size. Please adjust that for me before you print it. Thanks!

Assuming this is all the information they gave you (no link, no idea what they ordered, etc.) what would you say? I'm curious to get the exact wording of how you'd respond because what I'm currently saying is really not working!

Thanks in advance!

[Baylee]

This is the basic type of response I usually give, adjusted slightly according to the inquiry. This usually seems to get the message across okay.

I'm sorry (insert name here), as an independent artist I don't actually work at Zazzle so I'm unable to see the actual order and never see the actual product. I will have to direct you to Zazzle's customer service department to fix the problem. You can contact customer support at one of the phone numbers provided here: https://help.zazzle.com/hc/en-us/articles/221463567-How-Do-I-Call-Zazzle-Customer-Support
Thanks very much for choosing my design and I hope they are able to quickly fix this for you!

[Cat]

Interesting. I didn't think customer service could fix a problem with the customer's design - wouldn't they just bounce it back to you?

[Baylee · Accepted solution]

Nope .... they'll fix anything to do with the customization. The problem isn't really with your artwork, it's with the way the customer chooses to customize it.

[Cat]

OMG, thank you SO MUCH! All this time I've been trying to figure out how to walk people through cancelling their original purchase, and then either referring them to LIVE to fix their design, or trying to get them to send me a link so I could fix it, or trying to talk them through using the design tool to fix it themselves. I thought if I sent them to customers service, they would just cancel the order and then they'd be on their own for fixing it, so I'd lose the sale. I had NO IDEA Zazzle would fix a customization for them. That's an enormous weight off my mind and it's going to make life so much easier!

[Baylee]

You're welcome...hope I saved you a few headaches .. lol. I try to help customers as much as possible if they haven't yet placed the order, but after that it's safe to pass them along to CS.

When I do get involved, I find the easiest way is to have customers use the 'Share' and  'copy link' option so I can see what they're working on. I send the revised version back to them the same way.