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...for my order I admit to receiving?". An young idiot called yesterday concerning an order she had placed in February it had standard shipping to HI which would be 3-10 BUSINESS days. She begins the call by saying she hadn't received the reimbursement she'd been promised not wanting to put my foot in my mouth at all. I pull the order up before saying anything concerning her request. OK I soon see it was a potential never received order that the customer had not called about since March 9th. With order are not received we make a request to corporate to do ONE of two things, either refund the order OR refund/recharge/RESHIP the order. IF the order is made using a Gift Card and customer requests a refund rather than reshipment a new GC will be mailed out. All of this will become important in just a moment.
She had called twice before talking to me, once on the 10th business day when she didn't receive the package. At that point she was told per our companies policy and USPS policy we MUST allow 4 more business days for a delay in shipping AND at the point she MUST follow up with her local PO 1rst (because they could have the pkg) and then she could call us if she needed the order refunded or reshipped (all of this explained correctly by the CSR in the notes). It if was noted the customer was adamant she would not contact USPS on her own so the CSR advised her to call back on the 14th business day if still not received (knowing that she would be told we CAN NOT and WILL NOT issue the refund until she contacts her local PO).
Her second call on the 14th business day the CSR she spoke to put in a request to corporate for the order to be RESHIPPED with 2nd Day shipping. Corporate takes 24-72 business hours to process these requests, so by the time corporate processed the request the tracking information had changed. Dumb SC's order now tracked as delivered on the 15th business day (turns out she is on a minor outlying Island and her mail is boated to her several times a week). Corporate replied "now that we have delivery confirmation if customer did not receive order they must follow up with post office first for delivery information and then we can refund OR reship"
ON TO ME :-), I explain to the customer that with the delivery confirmation we need you to contact your post office before a refund or a reship can be issued. I asked if she received the order. She says "YES!, of course I received my order, but I did not receive the 2nd day reshipment I was promised, and the new gift card I was told would be mailed to me". I explain that we were offering her the CHOICE of those two things as a way to make it right IF she did not receive her order. Since she received her order, she did not lose out on ANYTHING and we will not refund or reship. But she was adamant she was promised "If I called back on the 14th business day you would refund and reship the order". IF she didn't have free shipping I would have refunded shipping. She asked to be transferred to my supervisor. IDIOT heard same thing again, will write to corporate hope she remembers my name cause I did PERFECT.
I also watch lots of "judge" shows in the morning. I don't get why people think making a situation right ALWAYS involves getting more than you originally were promised VS. being made whole of what you lost out on. In this case IF she didn't receive the order a refund or a reship would make her whole. How is receiving the order AND having the same item (jeans) reshipped 2nd day shipping at no charge, AND being refunded for the 1rst pair of jeans fair at all?
She had called twice before talking to me, once on the 10th business day when she didn't receive the package. At that point she was told per our companies policy and USPS policy we MUST allow 4 more business days for a delay in shipping AND at the point she MUST follow up with her local PO 1rst (because they could have the pkg) and then she could call us if she needed the order refunded or reshipped (all of this explained correctly by the CSR in the notes). It if was noted the customer was adamant she would not contact USPS on her own so the CSR advised her to call back on the 14th business day if still not received (knowing that she would be told we CAN NOT and WILL NOT issue the refund until she contacts her local PO).
Her second call on the 14th business day the CSR she spoke to put in a request to corporate for the order to be RESHIPPED with 2nd Day shipping. Corporate takes 24-72 business hours to process these requests, so by the time corporate processed the request the tracking information had changed. Dumb SC's order now tracked as delivered on the 15th business day (turns out she is on a minor outlying Island and her mail is boated to her several times a week). Corporate replied "now that we have delivery confirmation if customer did not receive order they must follow up with post office first for delivery information and then we can refund OR reship"
ON TO ME :-), I explain to the customer that with the delivery confirmation we need you to contact your post office before a refund or a reship can be issued. I asked if she received the order. She says "YES!, of course I received my order, but I did not receive the 2nd day reshipment I was promised, and the new gift card I was told would be mailed to me". I explain that we were offering her the CHOICE of those two things as a way to make it right IF she did not receive her order. Since she received her order, she did not lose out on ANYTHING and we will not refund or reship. But she was adamant she was promised "If I called back on the 14th business day you would refund and reship the order". IF she didn't have free shipping I would have refunded shipping. She asked to be transferred to my supervisor. IDIOT heard same thing again, will write to corporate hope she remembers my name cause I did PERFECT.
I also watch lots of "judge" shows in the morning. I don't get why people think making a situation right ALWAYS involves getting more than you originally were promised VS. being made whole of what you lost out on. In this case IF she didn't receive the order a refund or a reship would make her whole. How is receiving the order AND having the same item (jeans) reshipped 2nd day shipping at no charge, AND being refunded for the 1rst pair of jeans fair at all?
"You'd feel a Hell of a lot better if you'd just rip into the occasional customer." 
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