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As you already may be aware, the company I work for allows 3-10 BUSINESS days for standard shipping from the day the order shipped. I spoke with a customer today who placed an order 2/27 and it shipped 2/28. She called today (3/7) because she still hadn't recieved her order yet (10th business day would not occur until 3/14). Before giving any information at all about the order I verify the billing address for security purposes, billing address matches fine. The shipping address is different, so I have the customer go over it while I follow along. Even though the two address are in cities on opposite ends of the customers state she had included the same zipcode for both. I explain to the customer (this is a WEB order so all information was entered by customer), that the WRONG zipcode was included for the STA and it tracks to the post office in the BTA city and from there will be sent back return to sender. When we recieve the order back in our warehouse we can either refund it or reship it to the correct address.
The customer is VERY upset A) she needed (translate to wanted) the order for Sat 3/10 which means it would have to arrive 3/9 a full 3 business days before the promised delivery window (so even if the customer had everything correct, it was not guranteed in anyway to arrive when she wanted it). B) She had called 3/3 and spoke to somone (I did see an note on the order that only said "Order Status") who she claims told her to call back today if the package wasn't recieved (doubtful), and that person tracked the order and didn't mention anything wrong (this is very believable the order tracking looks normal until the PO declare it undeliverable and I am truly sorry for the customer that the previous rep did not verify the zipcode. C) our computer must have changed it after the fact (our system is set up for speed with large volumes of orders) labels print excatly as they are entered on the webpage and can't be changed altered canceled. D) we should check addresses before an order ships out (impossible with our order volume this would cause MAJOR delays) it is the customers RESPONSIBLITY to acctually confirm everything is correct on the confirmation screen (the one that says orders CAN'T be changed altered or canceled in BIG RED LETTERS).
I offered the customer two very fair options, WAIT for the misaddressed package to come back and we can rehship OR place a new order at your cost and be refunded when the misaddressed package arrived. She choose the first and was not happy, she had it in her mind we should just send out free stuff at no cost to her due to her mistake. NOPE not how it works.
She upset me quite a bit though because throughout the call she would exclaim "this is R-----ed) (Inappropriate R word some stupid people use to mean stupid). Well I have cerebral palsy and sometimes I get lumped under that R word and thats no good. Customer ends call with "ALL my other orders were fine and I've made many" (pull up order history, customers first and only order) followed by "you guys changed the address I place online orders with lots of companies and would NEVER type the wrong address" I encourage her to take a look at her confirmation email and they "CLICK" she hangs up on me without a word :-)
The customer is VERY upset A) she needed (translate to wanted) the order for Sat 3/10 which means it would have to arrive 3/9 a full 3 business days before the promised delivery window (so even if the customer had everything correct, it was not guranteed in anyway to arrive when she wanted it). B) She had called 3/3 and spoke to somone (I did see an note on the order that only said "Order Status") who she claims told her to call back today if the package wasn't recieved (doubtful), and that person tracked the order and didn't mention anything wrong (this is very believable the order tracking looks normal until the PO declare it undeliverable and I am truly sorry for the customer that the previous rep did not verify the zipcode. C) our computer must have changed it after the fact (our system is set up for speed with large volumes of orders) labels print excatly as they are entered on the webpage and can't be changed altered canceled. D) we should check addresses before an order ships out (impossible with our order volume this would cause MAJOR delays) it is the customers RESPONSIBLITY to acctually confirm everything is correct on the confirmation screen (the one that says orders CAN'T be changed altered or canceled in BIG RED LETTERS).
I offered the customer two very fair options, WAIT for the misaddressed package to come back and we can rehship OR place a new order at your cost and be refunded when the misaddressed package arrived. She choose the first and was not happy, she had it in her mind we should just send out free stuff at no cost to her due to her mistake. NOPE not how it works.
She upset me quite a bit though because throughout the call she would exclaim "this is R-----ed) (Inappropriate R word some stupid people use to mean stupid). Well I have cerebral palsy and sometimes I get lumped under that R word and thats no good. Customer ends call with "ALL my other orders were fine and I've made many" (pull up order history, customers first and only order) followed by "you guys changed the address I place online orders with lots of companies and would NEVER type the wrong address" I encourage her to take a look at her confirmation email and they "CLICK" she hangs up on me without a word :-)
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