Could Zazzle Send an Instant Message Response Clarifying that we Can't help with Customer Service?

[Cat]

I'm not sure what's going on, but I've been totally slammed with shipping inquires recently - three so far this morning. I really think that calling us "creators" has made this problem worse. 

I would love it if Zazzle could allow us to craft an instant auto-response to clarify, but since that might be difficult, perhaps Zazzle could implement an instant "thank you for your message" note which would clarify that we cannot help with customer service requests, but to stand by if their request is about the artwork/digital template. The current auto-response isn't very automatic so if we're not available to reply instantly, the customer is left hanging, and I think it's very frustrating for them to have to wait hours or days only to find out that we can't help them.

Something like this perhaps:

Thanks so much for reaching out! Your message has been forwarded to the product creator. Please Note: creators produce the artwork/digital templates, but not the products themselves. If you are inquiring about product specifications, the ordering process, printing, or shipping, you'll need to contact Zazzle's Customer Care team via www.zazzle.com/about/ask. Otherwise, stand by and the creator will back to you as soon as possible.

Thanks for considering it!

[Shakenbake]

I dont think any shop owner should feel obligated to use the customer chat feature at all. A lot of people chose Zazzle and POD to avoid having to interact with customers at all due to their time/life/other jobs/anxiety etc. Since creators are not paid extra to do any customer service, I think its unfair to shop owners to feel a responsibility to handle this in ANY way. Some people do not wish to do custom edits or answer questions or even interact in that way and were opted into this feature without a choice and it's confusing to customers who don't understand how Zazzle works. I feel bad that any shop owner feels an obligation to be available for these messages or feels obligated to explain or redirect customers. That's work/time that is not being compensated and feels really really grey area as far as employment/contractor goes.

There should absolutely be an auto reply or bot especially if a shop owner doesn't wish to utilize the feature at all. People do not read, yes, and also not everyone has time to log in regularly to handle customer inquiries and requests and it does feel unfair to leave customers in a void or to feel a duty to have to do so. I don't think the wording is as clear as it could be that the chat to the shop owner goes to independent makers who are from across the globe and who may not be available for days, weeks, or ever or may even have a language barrier! 

I see the benefits of it, although I think the email feature was better because it didn't set the "instant reply" expectation that a chat does. But I don't think anyone should feel obligated to utilize it and I think it needs some refining in order to give customer the best customer service possible.  

[randysgrandma]

I agree. I was in back and forth messages with with someone who, even after I explained, didn't really understand. She requested a solid color pillow to match the floral one she had already received. I made one and sent her a link, she ordered it but then decided she wanted a lighter shade. I sent her the link to a lighter one and she ordered it. Then she contacted me because she got a message that her order for the darker one had shipped. She thought I had cancelled the order for it. Then I had to explain to her I couldn't cancel orders, but that she could return it after it was received. Lucky for me she didn't cancel any of them. 

[ZBug]

Having a automatic response to their initial question would be so helpful. The small grayed out text below it is invisible in terms of being useful. An auto-chat reply would be right there and they would see it. 

That same auto-reply could mention they should turn on receiving emails for a response and then them how to do it too.

[OrchardBerry]

Sorry to bring this topic up again but after letting a customer know I couldn't help her when a product arrived broken she sent me this:

"Wow. Thank you for your total lack of compassion, consideration and helpfulness- I’ll never order from you again. Your “design” work is less than subpar.

I will never order from you again. Expect that in your review."

I just don't want to deal with the customer service questions that I receive anymore - especially since 90% of them I couldn't help them with if I tried. And I'm not always at my computer. Please, please find a solution for this Zazzle as it isn't working as it is.

[Connie]

@OrchardBerry, I'm sorry you got such a nasty message. Just shrug it off- some people are just too dumb to worry about.