Message Box needs to be CLARIFIED with customers

[ohhhhilovethat]

So once again I am getting a hysteria request for last minute address correction or expedited shipping request..... The latest message being seen well after the order was placed the next morning.... asking for address correction?  I don't even know what the address correction is for?  Shipping?  On the item purchased?  For sure this will end up a canceled order.  I feel terrible because this customer NEVER should have been directed to me.  She is being mislead that I was the one to have been able to help her!  Not a pleasant shopping experience. 

I really think customers are being mislead that we sellers have control over issues we cannot control.  I do believe they think of this site like an ets.....where sellers control all the production,shipping and selling of items listed in their store.  It is ridiculous of course.  LOL how would we be able to store not to mention print in our little craft rooms allll these items from shower curtains to flip flops? But some people really do think that it is the case! IDK but I really do think it is time to improve the message button!  When a customer goes to hit that message button a disclaimer message should first appear and say something of sorts like

"If you have a question regarding shipping, production or clarification of your order please contact zazzle directly.  Designers can only assist you with the creation of designs BEFORE placing any orders.  Thank you for understanding."   Make Zazzle a highlighted link so they can contact you directly!!! AND make the disclaimer a popup box that covers the designer's message box - only to disappear after it has been checked as read!!  This way they are forced to read it and understand.  If they do not read it and check box they cannot send a message to the designer and there is no misunderstanding who controls what on the Z site!! 

This just may well cut down on cancelation mistakes as well as they  may be within the time period to reorder!   I am not sitting at my computer 24/7 and most of the messages I receive are after the fact when it is too late to tell them this very thing!  I have this note typed on my messages but it is NOT visible enough for customers to see.

Thank you for your consideration! 

[alissag]

Nearly every message I receive is something to do with expedited shipping or order details. So, there is definitely a lot of confusion about this.

[KC]

Same thing happening here this past week. 

Strangely, this ebbs and flows for me. Sometimes I get NO messages for days/weeks. Then suddenly I'm flooded with questions only related to things I can't change, such as shipping status, changes after orders, and requests for rush shipping. With a couple legitimate/design requests sprinkled in. 

Could this be tied to some A/B testing, or the availability of the "live" designer or how they answer inquires they receive? 

This weekend I added wording to my messaging specifically saying that I can't help with shipping, and I'm still getting the questions. It would be great for something to be clarified to customers so that it's even more obvious. Or maybe Zazzle customer service needs a quicker response of some kind so people don't get frantic and submit to everyone/anyone they can find links for?

[Cat]

I think the idea of a popup that the customer has to click through is a good one, but they sorta already have that with the box that pops up when you click to message a designer that gives the user two choices - designer for design help or customer service for everything else. Clearly people just don't read it.

I continue to believe that when a customer initiates a chat session, Zazzle needs to send an instant response acknowledging the message and clarifying what we can and cannot help with. https://community.zazzle.com/t5/ideas-suggestions/could-zazzle-send-an-instant-message-response-clar...

[Connie]

I like your idea of a pop-up box. They already show the customer 2 options in Chat- contacting the designer for design help, and contacting Zazzle for shipping, customer service, orders, etc. I odn't know how it could be any more clear. But there is also a similar message that Zazzle shows the customer on the screen you get right after you place the order! There's also a little button to cancel. I know from experience, because the other day I placed an order, and accidentally used the wrong shipping address, so I had to immediately cancel and reorder. So I don't even know how the customer gets to our store to send a message directly to us, when it is MUCH easier just to click on the cancel button directly, or at any rate contact Zazzle directly, if they don't want to cancel the order themselves! I didn't even SEE a place to contact the designer from that screen! (I'm sure it's there, but apparently I don't read everything either! LOL) When I realized I had used the wrong address, I panicked for a minute, but almost immediately I saw the cancel button, and then I cancelled and reordered.

[CreativeLeahG]

Can it be any clearer?

They probably message us both - taking their chances. 

[Cat]

I really love this graphic. Would you mind if I created something similar?

[CreativeLeahG]

I don't mind at all, this is why I share it to give creators a headsup re one way to tackle the issue.

I can edit my existing one without my user details, you and others can use? Saves starting from scratch.

EDIT: Graphic posted HERE