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I knew this call was going to be bad when the customer began the call with, "I placed an order on the 20th and its been sitting at one of your warehouses in Atlanta since the 23rd". I pull up the order tracking and explain to the customer his order was placed late evening on the 20th it shipped out the 21rst left our one and only warehouse in Virginia on that day, the most recent tracking information showed that the pkgs had last arrived at a REGIONAL post office sortation center in Atlanta on the 23. I explained how items move through the USPS system on pallets going to simmilar locations and to keep those pallets moving quickly ONLY the items on the outside (easy to reach) get scanned, and this is why packages can keep moving without the tracking info updating as much as we'd like.
I further explained we allow 3-10 business days for standard shipping and his 10th business day will not occur until 3/7. The customer then explained the moment he didn't recieve it on the 7th he'd immediatly dispute the charges. I explained that is was EXTREMELY likely his package would arrive on or before then. But if something did happen per chance I'd let him now how we can easily resolve it so he'd know what to do in that situation. I explained per USPS policy AND our website we MUST allow an additional 4 business days to allow for a USPS delay. If the item still hasn't arrived the CUSTOMER must contact there local post office with the tracking number a) because if the post office has it they can get it to the customer much easier by directly talking and making arragments with them b) we have OVER 10,000 orders a day at it impossible for follow up on every customers order c) its not that hard. If the PO doesn't have the item on the 14th business day, the customer very simply needs to call us back, tell us what the po told them and we can then refund or reship the order (to a DIFFERENT more secure address).
The customer informed me none of this is binding to him because when he placed the order there weren't check boxes (like on a software agreement) for him to state he agrees to these terms. I explained these are our policies and we will do our best to take care of him. I showed him several places where on the website everything I told him is CLEARLY stated. He wouldn't have any of it, and said he will dispute the charges immedietly.
Why do customers think disputing is a simple solution? ITS MUCH MORE DIFFICULT THEN THE SIMPLE STEPS I GAVE. He will have to file a written complaint send a copy to us and his cc company. He also will have to document that he made a good faith effort to get this resolved without the fair trade act dispute being nessasary, and at that point he will fail. I hope he disputes it the cc company TEMPORARLY drops the charge as a courtesey, and then follows the steps, I then hope the order tracks as delivered and the charge comes back with extra finance fees, will serve the idiot right. I've done this of 3 years and I've only had customers threaten a dispute twice, are most people smart enough to realize a dispute is a last ditch effort its not just call bang done?
I further explained we allow 3-10 business days for standard shipping and his 10th business day will not occur until 3/7. The customer then explained the moment he didn't recieve it on the 7th he'd immediatly dispute the charges. I explained that is was EXTREMELY likely his package would arrive on or before then. But if something did happen per chance I'd let him now how we can easily resolve it so he'd know what to do in that situation. I explained per USPS policy AND our website we MUST allow an additional 4 business days to allow for a USPS delay. If the item still hasn't arrived the CUSTOMER must contact there local post office with the tracking number a) because if the post office has it they can get it to the customer much easier by directly talking and making arragments with them b) we have OVER 10,000 orders a day at it impossible for follow up on every customers order c) its not that hard. If the PO doesn't have the item on the 14th business day, the customer very simply needs to call us back, tell us what the po told them and we can then refund or reship the order (to a DIFFERENT more secure address).
The customer informed me none of this is binding to him because when he placed the order there weren't check boxes (like on a software agreement) for him to state he agrees to these terms. I explained these are our policies and we will do our best to take care of him. I showed him several places where on the website everything I told him is CLEARLY stated. He wouldn't have any of it, and said he will dispute the charges immedietly.
Why do customers think disputing is a simple solution? ITS MUCH MORE DIFFICULT THEN THE SIMPLE STEPS I GAVE. He will have to file a written complaint send a copy to us and his cc company. He also will have to document that he made a good faith effort to get this resolved without the fair trade act dispute being nessasary, and at that point he will fail. I hope he disputes it the cc company TEMPORARLY drops the charge as a courtesey, and then follows the steps, I then hope the order tracks as delivered and the charge comes back with extra finance fees, will serve the idiot right. I've done this of 3 years and I've only had customers threaten a dispute twice, are most people smart enough to realize a dispute is a last ditch effort its not just call bang done?
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