Make Zazzle Messenger More Clear To Customers On Who Can Help Them

[jophb]

Maybe I'm in a minority, but I feel like there has been a massive uptick in the number of customers messaging me to help with their open orders.  It would be great if there was more clarification to customers when they message on who to contact for which issues.  Below are just some of the things I've gotten lately. At least half (if not more) of the message I get are for things I cannot help with as a designer.

"I ordered invitations earlier today, but I forgot to put the time! Could you please add that the bridal shower is at 11:00 am?"

"What is going on with my order? Order ID----------" (by the way, I don't think this was even one of my orders as it does not match any of my order numbers)

"My name is Mary ------" (yep that's all it said, and she never responded)

"Hi I just placed an order with you and realized that the wording on one of my signs is wrong

would I be able to send you the updated one?"

"Hi there, in my invitations could make the girl's hair black?" (this was on an already placed order)

"When I go to preview the invite there is a weird IM over the text. I already purchased it and I’m worried the invites will be ruined. Can you please help?"

"I ordered a sign a couple of weeks ago and still haven’t received it."

"so I placed an order originally for 40 baby shower invitations, but wound up editing them and getting an order of 25. Would I be able to get reimbursed for the 40 previously ordered?"

[CLC]

On the product page the "Maker" contact information used to be  listed on the bottom left with a message contact button and the graphic artist was listed on the right with a message button. They have now removed the "maker" contact information and the only contact information on the page is to us. We should have no contact with marketplace customers. I had a customer contact me last night that they needed a change on their order and they paid $25.00 for rush, I reached out to them told them to cancel but have not heard back, I also contacted this marketplace through contact us, and gave them the customers order number and change information, I got a customer service reply back, "In this case, the customer would need to reach out to our customer support team directly in order for us to assist."....would love to, how do I do that? Why would you waste all this money on product, printing, rush shipping and then refund it all and get a horrible review?

[Laura]

I wish we could opt out of the chat system. In fact, I wish Zazzle would retire the program altogether. No idea what the cost/benefit of the system is for Zazzle, however, based on the responses here (and from other threads), I gather the current system isn't much of a benefit at this time for designers/creators.

There must be a better way for designers to communicate properly with customers rather than spend most of their time fielding questions which should be automatically, first and foremost, directed toward Customer Service. Only after it's been determined that it is truly a design/artwork question, the proper CS representative would directly email designers regarding these questions - not thru the current chat system (some designers/customers have "opted out" by not providing their phone number).

Also, as stated above, it truly doesn't leave our customers a postive impression when chat messages end up being a back and forth with the customer/designer before they reach out for Zazzle Help, or worse yet, go unaswered.

Again, imho, at this point it seems the best option would be to retire, or at least, "hide" the chat system. We designers did fine communicating with customers prior to it being such a relatively new, major part of the Zazzle communication system.