How to Respond to Customer Who Asks for Digital Download Product that is not yet Available

[DancingPelican]

I have a customer wanting a digital download version of one of my invitations. It is not yet currently available for digital download by Zazzle, but it is eligible and ready for that. Can this request be accommodated for my customer? I sent a chat to Zazzle Customer Care about it and am awaiting a response, but I would like to know how to advise my customer. I have several other invitations that have been activated for digital download, but this particular invitation has not been made available by Zazzle for digital download.

[DancingPelican]

Update - I received a response after sending a chat message to Zazzle Customer Care. They indicated they cannot accommodate my customer's request for a digital download invitation because this process is in Beta testing. Now, I must write the customer back and tell them no, they cannot have a digital download yet. 😕

[Cat · Accepted solution]

Bummer. Just to clarify, all of our enabled products are available for download, the issue is that only a small number of users are included in the beta test - and it seems to be random. Scott said it's not tied to your login, and some designers have reported that they can see the download options on some browsers and not others. I can see it on my PC, but not on my phone.

Anyhow, you might suggest that the customer try a different browser or try using a different device and see if the option becomes available.

[DancingPelican]

Thanks for the advice Cat. I will give that a try.

Susan

[DancingPelican]

Cat, I just logged onto Zazzle on my iPad which uses Safari as the browser. I was able to access that invitation the customer asked about and see that it was available for digital download in Safari!