GCU Forum - Problem with custom card request feature

Christie_131341

Full Member
artist

Posts: 211

Problem with custom card request feature
Apr 21^st, 2020, 7:30am

Is anyone else having an issue with the custom card request feature?

I got a request on the 14th and filled it. I let the customer know, but got no response. I tried to contact the customer again a couple days later, 16th, still no response and my card has no clicks, so now I am thinking she never got notice.

Last night I got a request and I created the card but when I went to notify the customer this morning I realized this request was from the 15th! Shocked

The request wasn't there when I checked on the 16th. I went ahead and replied to the customer that the card is ready just in case they still need it, but will see if they even reply, because I don't know if the messages are going through.
Thank you!

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Betsy_145102 Gold Member artist Posts: 1359	Re: Problem with custom card request feature Reply #1 - Apr 21^st, 2020, 7:45am Hi Christie, I had 2 custom requests on the 14th and they both went through properly. I hope you find an answer to your mystery!
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Christie_131341 Full Member artist Posts: 211	Re: Problem with custom card request feature Reply #2 - Apr 21^st, 2020, 7:50am Quote from Betsy_145102 on Apr 21^st, 2020, 7:45am: Hi Christie, I had 2 custom requests on the 14th and they both went through properly. I hope you find an answer to your mystery! Appreciate it Betsy!
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Doreen_137017

Gold Member
artist

Posts: 5328

Re: Problem with custom card request feature
Reply #3 - Apr 21^st, 2020, 7:57am

It's not at all unusual for artists to experience your first comment - make a card, notify customer, no clicks, no sale, no further communication. It happens - customers contact the artist with a special request and then keep 'shopping' only to find a different card that serves their needs as well or better.

I've also experienced the second issue you mention with the delay in the posting of the request. Again, I'm sure this is a process the customer starts and then leaves, but returns to finish the request within the 'cookie' time frame so the system keeps the log date of when the customer began the process. This is rare, but it happens.

Like Betsy, I have not experienced any problems or unusual activity with this process.

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Christie_131341

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artist

Posts: 211

Re: Problem with custom card request feature
Reply #4 - Apr 21^st, 2020, 8:07am

Quote from Doreen_137017 on Apr 21^st, 2020, 7:57am:

It's not at all unusual for artists to experience your first comment - make a card, notify customer, no clicks, no sale, no further communication. It happens - customers contact the artist with a special request and then keep 'shopping' only to find a different card that serves their needs as well or better.

I've also experienced the second issue you mention with the delay in the posting of the request. Again, I'm sure this is a process the customer starts and then leaves, but returns to finish the request within the 'cookie' time frame so the system keeps the log date of when the customer began the process. This is rare, but it happens.

Like Betsy, I have not experienced any problems or unusual activity with this process.

Thank you, Doreen.
As to your first point, I know, that's why it didn't really concern me too much. And especially now, who knows what people are going through these days!

The second point makes sense. Just made me think, I hope there is not a glitch that I can't get through to my customers!
Thanks!

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Stacia_208183

Gold Member

Posts: 822

Re: Problem with custom card request feature
Reply #5 - Apr 21^st, 2020, 3:30pm

Most of the time, the system works as I think it should, and sometimes it doesn't. When it doesn't, I reach out to GCU Support and make sure they know I've done what the client asked, and request that they help be sure that the person got the message. That clears my mind, and then I don't worry as to whether or not it's purchased.

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Christie_131341

Full Member
artist

Posts: 211

Re: Problem with custom card request feature
Reply #6 - Apr 22^nd, 2020, 11:31am

Quote from Stacia_208183 on Apr 21^st, 2020, 3:30pm:

Most of the time, the system works as I think it should, and sometimes it doesn't. When it doesn't, I reach out to GCU Support and make sure they know I've done what the client asked, and request that they help be sure that the person got the message. That clears my mind, and then I don't worry as to whether or not it's purchased.

Thank you, Stacia.
I've since, done another request from yesterday and it just sold, so hopefully it was because I notified them it was ready and it is working. Who knows if it was original customer or not, but I went ahead and let my reviewer of that card know I was having issues and she forwarded it along. So we will see!

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Mindy

GCU Administrator
Community Manager

Posts: 6537
Gender: female

Re: Problem with custom card request feature
Reply #7 - Apr 22^nd, 2020, 4:30pm

Quote from Christie_131341 on Apr 22^nd, 2020, 11:31am:

Quote from Stacia_208183 on Apr 21^st, 2020, 3:30pm:

Most of the time, the system works as I think it should, and sometimes it doesn't. When it doesn't, I reach out to GCU Support and make sure they know I've done what the client asked, and request that they help be sure that the person got the message. That clears my mind, and then I don't worry as to whether or not it's purchased.

Thank you, Stacia.
I've since, done another request from yesterday and it just sold, so hopefully it was because I notified them it was ready and it is working. Who knows if it was original customer or not, but I went ahead and let my reviewer of that card know I was having issues and she forwarded it along. So we will see!

Hi Christie,
First thank you for taking good care of the shoppers and responding to their requests. We do see a variety of shoppers' intent and results on these requests.

I can confirm that the order for our request #16732 was in fact the requesting shopper. Congratulations and again, thank you for responding to their needs.

In general it is a good idea, if you don't see a sale from your custom card to send a follow up message to the shopper. We are all bogged down with emails. Sometimes that extra nudge is what it takes to get their attention.

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Christie_131341

Full Member
artist

Posts: 211

Re: Problem with custom card request feature
Reply #8 - Apr 23^rd, 2020, 8:05am

Quote from Mindy on Apr 22^nd, 2020, 4:30pm:

Quote from Christie_131341 on Apr 22^nd, 2020, 11:31am:

Quote from Stacia_208183 on Apr 21^st, 2020, 3:30pm:

Most of the time, the system works as I think it should, and sometimes it doesn't. When it doesn't, I reach out to GCU Support and make sure they know I've done what the client asked, and request that they help be sure that the person got the message. That clears my mind, and then I don't worry as to whether or not it's purchased.

Thank you, Stacia.
I've since, done another request from yesterday and it just sold, so hopefully it was because I notified them it was ready and it is working. Who knows if it was original customer or not, but I went ahead and let my reviewer of that card know I was having issues and she forwarded it along. So we will see!

Hi Christie,
First thank you for taking good care of the shoppers and responding to their requests. We do see a variety of shoppers' intent and results on these requests.

I can confirm that the order for our request #16732 was in fact the requesting shopper. Congratulations and again, thank you for responding to their needs.

In general it is a good idea, if you don't see a sale from your custom card to send a follow up message to the shopper. We are all bogged down with emails. Sometimes that extra nudge is what it takes to get their attention.

Thank you Mindy, for confirming that one sale, glad to know that went through. I had contacted the other two already, so will wait and see or just assume they no longer need the cards, maybe the emails are going to SPAM. Okay, I tried

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