Customer Query

[BarbaraAC]

I'm quite new to Zazzle. I've just had my first chat message from a customer who has purchased, saying

'I just ordered from you and I’d like to know when will I received the electronic version of the postcard I ordered.'

Should I direct her to customer care? https://www.zazzle.com/about/ask

Am I right in understanding that all queries about order fulfillment (including digital) should be directed to customer care?

Where can I find information about the order process for digital downloads? I.e. how customer receives their file and how quickly?

Thanks for any advice!

[1234Shine]

@BarbaraAC   I am afraid there's no such thing as "the electronic version of a postcard."  Did you see a sales of  "the electronic version of your postcard" showing up in your sales history?

[BarbaraAC]

It looks like she's transfered my invitation design to a postcard and purchased 24 of them. I guess she thinks the order includes a download? Thanks so much for replying!

[1234Shine]

@BarbaraAC   Nice sales, congrats!!

[J32Design]

The customer might have seen the digital download on the invitation and assumed it will be included with the postcard as well as she transferred it. I would refer her to customer service.

[Sara_H]

Pretty sure postcards aren't available for download https://www.zazzle.com/creators/playbook/instant+downloads+faqs

oops - @1234Shine  already answered.

Just explain to your customer that it isn't available and would they like you to transfer the design to a downloadable option?

[BarbaraAC]

Thanks so much!