Messaging Customers

Sometimes an order needs a conversation before it can be produced — the artwork is too low-resolution, a garment isn't available, or a ship date needs adjusting. Order messaging lets you reach the customer without leaving the order, and keeps the whole exchange attached to it.

Common reasons to message a buyer:

• Artwork quality or file problems
• Garment or color availability
• Ship-out date changes

Audience: Users communicating with buyers

Estimated time: 3 minutes

Step 1 — Open the order

Either:

• Go to your Orders tab and select the order, or
• Search the order number directly

Step 2 — Send your message

1. Inside the order, find the Message the Buyer tab.
2. Type your message — for example, letting them know their artwork is blurry.
3. Send.

Orders you've already messaged will show the existing conversation in this same tab.

How messages are delivered

When you send a message:

• It goes to the customer's email
• Your own email is CC'd

When the customer replies, their response lands in both your email inbox and the order itself.

That means you can answer wherever is convenient — from your email client, or directly inside the order. Either way, the conversation stays attached to the order.

Using your inbox

Every account has an inbox that collects customer messages across all order types — both print-on-demand orders and quotes.

You can open any order conversation in the inbox, which is the easiest way to see all customer communication in one place rather than hunting order by order.

Quick checklist

• [ ] Order located
• [ ] Message sent from the Message the Buyer tab
• [ ] Customer reply received by email and in the order
• [ ] Conversation reviewed in your inbox

Troubleshooting

Problem	What to do
Customer says they never got the message	Ask them to check spam; confirm the email on the order is correct
Can't find a past conversation	Open your inbox, which aggregates messages across all orders
Unsure whether to reply by email or in-platform	Either works — both are captured against the order

Related articles

• Fulfilling Print-on-Demand Orders
• Approving Quotes