How would you expect this to be delivered if you never check your e-mails or phone messages?
I’m not exactly sure, because I’ve never ordered furniture online. But when I did buy some locally, I made a point to ask what number the delivery guys would be calling from and add it to my authorized list, or when I could expect them to call so I could temporarily suspend my blocks at that time.
The other thing is that buyers may not know how the process needs to work on your end. Many just think I buy, I pay, it magically gets here - and never give any thought to the how it gets there. So your buyer could simply not realize you need to get in touch with him.
I’m not defending buyers who don’t respond, and I do empathize with your difficulties, I’m just saying I could easily find myself falling into your buyers shoes.
I don’t think that making all messages more visible is necessarily the solution though. As soon as you make a feature available, the unethical will start to misuse it and it then becomes pointless. If people only sent important messages, then I would read them all. But because 99.9% are junk, I ignore them all instead.
What might be an option is to create some type of ‘this order requires special processing’ feature. Amazon must have that capability since they have the handmade department and offer customized orders. If they could implement something for deliveries that require special handling (something must already exist for FBA orders, I imagine?) and do it in such a way to minimize misuse by the people who think begging for feedback and product reviews is urgent and necessary, that could help.
But just emphasizing ‘hey read your messages!’ won’t do it. There could be something visible to alert buyers to potential problems whenever they come to the site. Something in this section maybe -
If it operated like our performance flag, telling a buyer there’s something you need to pay attention to, that could help. Maybe a counter showing - your order is at risk of cancellation if you don’t respond by xx/xx
But it would have to be just for truly urgent, time-sensitive matters. That would be the key.