Yeah, I don't use the auto response for that very reason. Instead, I have a bunch of different pre-written responses that I keep handy in a text document, and I cut and paste as needed. The trick is figuring out how to both be polite and explain that you can't help them without using more than a few words, because people won't read more than that.
I try to start out with something like:
Hi! Thanks so much for reaching out, but I'm afraid you've reached the wrong person.
This sentence seems to work well because it's conveys that idea that I'm not trying to give them the cold shoulder, I'm just not in a position to help.
From there it diverges depending on which thing they want - but usually it's something like this:
I create artwork/digital templates for Zazzle's customers, but not the physical products. Zazzle handles all orders, printing, and shipping.
Then depending on what they wanted I either send them to the general ask customer support link, or to their order history if they want tracking, or I direct them to the shipping options link if they haven't ordered yet, or I send them the link on how to modify/cancel their order, or if they want design help for someone else's template (which happens to me all the time since I do backgrounds) I point them to either the original designer or to Zazzle LIVE.
Then I end with:
I hope that helps, and sorry I can't be of more assistance.
Best Wishes,
Cat
It works OK, but sometimes (as in far too often) I mess up with the cutting, pasting & editing, and end up hitting enter and sending a bunch of garbage.
Anyhow, that's my system, imperfect as it is. I guess it will have to do unless and until Zazzle can find a better way of communicating to customers that we're not able to help with customer service requests.
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Cat @ ZB Designs
