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."

[Joanna]

Hi @shoshannahscrib thanks for your feedback.    Yes customers can contact us via the Help section on our website and also via the email address Support@Zazzle.com.  We are always happy to help.

Thanks again, Joanna

[shoshannahscrib]

@calartcreations that's an excellent idea! When they go to hit "message" a pop up directing them to the right place would be so useful and smart.

[shoshannahscrib]

Not to mention I dont think this "review" belongs in MY reviews. I have no way to dispute or contact them... nor any way to help them. And it lowers my review score. 

[ColsCreations]

I messaged a Designer yesterday whom I've never chatted with before and when the blank chat screen loads, this message is at the bottom:

"Creators are only responsible for the artwork on the products you see. If you have a question about your order, shipping, or products, please contact our customer service."

 As is, the font is very small and a faint gray. I think you could put it in 3" flashing neon and customers would still ignore it, but it wouldn't hurt to make this message more obvious. 

[jophb]

@ColsCreations bigger would definitely better. I think it would be great too if they could clarify that we are only responsible for the artwork BEFORE the order.  Because I frequently get 'can you change ____ on the ___ I just ordered.' HAHA