Inefficient Messages from Customers

[shoshannahscrib]

I would just like to suggest that Zazzle clarify that if the customer needs help with an order - it's late, it's wrong, etc... that they contact ZAZZLE. Probably 90% of my direct messages are people complaining or asking about their order delivery date. I know there is an auto response. I just feel bad for them that they have to wait for me to reply and to send the link, then they need to email Zazzle, then wait. It seems so stupid. This makes me the first line of customer support for things I have zero control over. It's really inefficient and frustrating for everyone. Just my feedback. I'm sure I am not the only one who gets all these order questions. thx

[jophb]

Yes agreed. Really wish it was more clear that we can only help with designs, and only before the order is placed.  It always feels like I'm disappointing the customer by pawning them off to another person, since I can't help.

[calartcreations]

Hello! For me, it is the same for delivery times and package issues. Another thing is that sometimes the printing has problems, and it is a pity that the customer doesn't get to know that they can return it. Yes, they are misled in terms of who they should contact to solve the problem. I always refer them myself to Zazzle customer service, sometimes I even submit to Zazzle the customer's problem, order number, date, and time of the purchase, so they can contact the customer. Another thing is that I left a message on my store homepage where I make it clear where to contact customer service I'm not sure if people read this. I also set up my  "Personal message to customer when they purchase" so they receive my thank you and also a link in case of inquiries, returns and so on. Still, it would be awesome to have an automatic first chat message like: "Hello! Thanks for contacting me. If you have problems with your order, want to make changes, or need to return a product, please contact... and if you want to make special customizations, please leave the details here. I will contact you ASAP."