How to contact a customer who previously said END to receiving text messages?

[Renoyourlife]

I have a customer who purchased from me in May and requested to receive a text message receipt. Yesterday she sent a text response to the receipt saying “END” so the system removed her from receiving text messages from me which is totally fine. However, she then texted me a question and the system will not allow me to respond. I literally have zero way to reach her otherwise…. Help! 

[HC_Charlie]

Hello @Renoyourlife and thanks for your question. I'm sorry you're having trouble with opt-ins. You could try the following:

• typing START or UNSTOP and see if that fixes it

Otherwise you may have to direct the customer (if you have an email or another way to contact them) and instruct them to go to this website and update their preferences for communications:

http://profile.squareup.com

[Renoyourlife]

Hello @HC_Charlie unfortunately there are two issues:

1) I have no other way to contact this customer at all! They were a one time customer at a vendor event, made a purchase, and chose a text receipt. No other information was provided by the customer... and since they opted out of texts before sending their last message, I cannot even see their phone number to attempt to call them. 

2) The system will not even provide me a box in which to type a response in. There really should be a way that Square can change this so that even if the customer opts out once they then send a new response their preferences are updated. Otherwise we as a seller are left in the position that now the customer will think I am non-responsive which is not good for business at all. 

[HC_Charlie · Accepted solution]

Yes unfortunately it looks like the ball is in the customer's court right now, and you'll have to wait for her to email or call you instead. Hopefully if it's important enough for them, they'll do a bit of research to find you. At least you'll have the info to tell the customer that when they opted out they left you unable to respond to them. I hope it all works out for you. I understand how it is selling at remote shows and trying to serve those customers as well as you can.

[Renoyourlife]

@HC_Charlie Thank you for your help! 

Hopefully the customer will find another way to reach out. 

[VanKalkerFarms]

@Renoyourlife Quite the interesting turn of events with this one.   Not sure what they even are asking, looks like they want to get your name and number of(f) their texting app (page)  is how I took it.  So I don't think it is important, but that's not the point.

Once they have said no texts it definitely does seem like if they then text you the system should revert to allowing texts even though texting was opted out of.

[Renoyourlife]

@VanKalkerFarms Thank you for your input! I agree with all that you have said. Just hard to know and I really do not like to be a business that seems unresponsive. I hope Square will see this and make a change to the system 😃