Need a way to loop customer service into chats...

[PenguinPower]

I don't have a ton of interactions with customers, but I find that when I do, they often do not understand the separation between designers and Zazzle... I try to work at making them understand that Zazzle wants them to be happy and so do I - but if they've already placed an order, I cannot change it... Some are very confused and don't understand they can cancel/reorder if I've made an adjustment for them. It would be really good if there was a way to just add customer service to the chat to help them with the technical aspects of changing their order/reordering... If I try to refer customer service to the customer, they reply that they cannot divulge customers personal information... which isn't what I want.. I want them to reach out to the customer so that the customer can get exactly what they were looking for.. 

[Cat]

Welcome to my world... seriously, it's practically a daily occurrence for me, especially this time of year with day of event wedding stuff like seating charts and programs. Here's some of my boilerplate text if it helps:

I wish I could help with that, but I don't play any role in making or shipping the products. Once you place the order, it's sent directly to Zazzle to be manufactured and sent out, and they don't allow any changes once an order has been placed. The only way to make a change is to cancel the order and redo it. If they haven't yet put it into their print queue (which you can check here: https://www.zazzle.com/my/orders/history ) it's a fairly easy process, otherwise you'll need to contact customer service for help.

I've been trying to head this stuff off by including this infographic in my product media - of course I don't want this to be the default image, so I've been cranking out covers like mad so this can go in second place. I think/hope that maybe it's helping, but some folks won't even read the headings... sigh.

Anyhow, I would welcome with open arms anything that could be done to help educate customers as to how it all works! 

Please feel free to copy/imitate any of the above if you think it would help - and that goes for anyone else out there too!

[KittyValentine]

@Catthat looks very good and professional! I hope it works for you!

I also get a lot of messages about orders already placed and then they want to change the font or anything else, I have a similar copy-and-paste message that I just throw into the chat but it's still a hassle - also for the customer who sends a message and thinks that someone takes care of it asap and then the message sits in my inbox for a whole day (or longer, if I'm traveling) because I just don't monitor my chat 24/7.

[Cat]

Agree. And sometimes even if I respond immediately it's like they never read my response and just assume that it's taken care of because they sent me a message - which can be a real problem with time sensitive stuff!

Honestly, at this point I'm less concerned about the hassle on my end, and more concerned about unhappy customers who simply don't understand how POD works. It's like they think it's Etsy, and sometimes nothing I say can dissuade them from that notion!

[PenguinPower]

Yes - this exactly... I respond and I too often get the real impression they haven't really read it, they just think the change is taken care of...  
Thank you for the boilerplate - that is about as clear as it gets..