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Unfortunately it's too late now
Background: Some of our catalogs will have a deferred billing offer--place order of $X before date-"Y" and your card will not be billed until date-"Z"
A customer calls up and states that she placed an order online and used the keycode from her magazine for the free shipping and pay later offer, but was charged for her order right away. I ask for the info to look up her account/order, thinking that either she just placed the order and is seeing an authorization charge when on her card's website or that the keycode she used had expired/was not the deferred billing keycode. I pull up the info, nope neither of those. The order had shipped, so she was actually charged. The keycode was a deferred billing offer and still had almost two weeks at the time the order was placed. BUT, the order had been placed in the first half of January and it is now well into March. Crapola, either the website had an issue and did not ask if she wanted to take advantage of the deferred billing offer or (more likely) she just saw a pop up and clicked "no" out of habit without noticing that it was asking if she wanted to defer her charge until May. In either case, she ordered $300+ worth of wedding supplies, and was charged for the items she received...she was just charged sooner than expected. I apologized and offered her a $30 merchandise certificate for the inconvenience (certs are generally not supposed to be over $20...but we can make an exception if the reason is good enough and we write a note on the account saying why). This was not acceptable to her. She wanted me to credit all the money back to her card and set it back up for her to be charged in May like the offer said. Ended up speaking with a supervisor who also tried explaining that we could not retroactive apply a keycode to an order placed two months ago, and the customer insisting that we should be able to do just that since she "noticed it right away and called us". Sup finally said she would contact our accounting department and if they could do anything, they would get a hold of the customer.
It wasn't sold out when I put it in my cart
Guy calls in, tells me that he is having a problem with one of the items he placed in his cart online, and gives me the item number. I look the item up and it was a "porpoise party set" that had eight plates, cups, invites, etc. for under two dollars because that set was being discontinued (the items being sold together as a set, not the items themselves) and the quantity in stock was 0. I told him I was sorry, but it looks like we are now completely sold out of the porpoise party set, it was selling real fast since it was at such a low price. He said it should still be available since he had it in his cart. I explained that putting an item in the cart does not put a hold on the item in our system, and added that it looked like most of the items in the set are in stock to purchase separately but that would be more than $1.69 (the set of 8 plates alone are $3). Cue SC mode, demanding to speak with a manager. Flagged over sup K, and told her she was going to have fun. From what I could gather from her end of the conversation, the guy had tried earlier (five minutes? five hours??) to place his order over the phone but the promo code he had was only for web orders and the phone agent told him he would need to place his order online. K ended up offering him a 25% discount on the merchandise to balance out him needing to buy the components of the set separately. The guy got the better end of that deal, because his order ended up being just under two hundred dollars.
Unfair, they are now on sale
A woman calls up the other day because back in January (what is it about orders in January?) she had ordered ten cross wall decors for her daughter's first communion coming up in May for $8.99 because she thought shipping took two months
and the crosses are on our website right now for $5.99. She wants me to credit her back the difference because if she knew they were going to go on sale, she would have waited to order them. I told her that I would not be able to do anything like that...*maybe* if the price had dropped a day or so after she placed the order I could adjust it but not two months later. However, I told her, I could give her a $15 merchandise certificate to use towards a future order. She did not like that solution and wanted to speak to a manager. So, up goes my paddle and sup K is the one again to come over to me. I brief her and she agrees that the merch cert I offered was fair and gets on the phone. The woman argues with K for over five minutes, but K stands firm and tells the woman that she could either have us set up the $15 cert or she could call back the next day and speak with our customer relations department, who were gone for the day, and see if they would offer her something different. She decided to take the merchandise certificate. (Which in all likelihood would have been the same as what they would have offered if she did call back)
Bonusstory suckage-I wasn't gave a delivery date
I get a caller who is all upset that when she went to track her stuff online, it was showing a delivery date that is after when she needs it by. I get her information and check to see what might have delayed the order. After verifying the account I look at the order and see that when she placed it online she entered it with the standard ground delivery option selected, and that it is actually showing that it will arrive two days sooner than what the estimated delivery date was when the order was placed. I advised her if the order arrives after the day she needs it to refuse the package and it would come straight back to us and her card would be refunded, and if she was not home to refuse it to give us a call and we would get a return set up for her. She asked if she would need to pay the shipping for a return. I informed her that yes, since the package is arriving on time for the date quoted on the shipping method she chose, she is responsible for the return shipping. She goes on a rant on how she wouldn't have placed an order that arrived after the date she needed it by and blah, blah, blah. (and yet people do that quite often since the majority of orders arrive much sooner that the EDD) I told I would put in a note that as a one time courtesy we would set up a free return label if she was unable to refuse the package, but that in the future she will need to make sure to select a delivery method that will get it to her by the time she needs it. You would have thought I had instead told her "tough shit, get over it". For the next five minutes she went on and on saying that our website did not give her an estimated delivery date when she placed the order, and that neither the confirmation email nor the order shipped email gave a delivery date, and that somebody on our end should try placing an order online and they would see that it does not show a delivery date, etc. I told her I had placed an order on the web and that on step three it has the shipping options with the standard as the default and the delivery dates right next to all of them and even after that there is a summary on the last page that shows all the info including the delivery date that you can go back and change before placing the order. She still swore up and down that the website/emails never gave her a delivery information.
Background: Some of our catalogs will have a deferred billing offer--place order of $X before date-"Y" and your card will not be billed until date-"Z"
A customer calls up and states that she placed an order online and used the keycode from her magazine for the free shipping and pay later offer, but was charged for her order right away. I ask for the info to look up her account/order, thinking that either she just placed the order and is seeing an authorization charge when on her card's website or that the keycode she used had expired/was not the deferred billing keycode. I pull up the info, nope neither of those. The order had shipped, so she was actually charged. The keycode was a deferred billing offer and still had almost two weeks at the time the order was placed. BUT, the order had been placed in the first half of January and it is now well into March. Crapola, either the website had an issue and did not ask if she wanted to take advantage of the deferred billing offer or (more likely) she just saw a pop up and clicked "no" out of habit without noticing that it was asking if she wanted to defer her charge until May. In either case, she ordered $300+ worth of wedding supplies, and was charged for the items she received...she was just charged sooner than expected. I apologized and offered her a $30 merchandise certificate for the inconvenience (certs are generally not supposed to be over $20...but we can make an exception if the reason is good enough and we write a note on the account saying why). This was not acceptable to her. She wanted me to credit all the money back to her card and set it back up for her to be charged in May like the offer said. Ended up speaking with a supervisor who also tried explaining that we could not retroactive apply a keycode to an order placed two months ago, and the customer insisting that we should be able to do just that since she "noticed it right away and called us". Sup finally said she would contact our accounting department and if they could do anything, they would get a hold of the customer.
It wasn't sold out when I put it in my cart
Guy calls in, tells me that he is having a problem with one of the items he placed in his cart online, and gives me the item number. I look the item up and it was a "porpoise party set" that had eight plates, cups, invites, etc. for under two dollars because that set was being discontinued (the items being sold together as a set, not the items themselves) and the quantity in stock was 0. I told him I was sorry, but it looks like we are now completely sold out of the porpoise party set, it was selling real fast since it was at such a low price. He said it should still be available since he had it in his cart. I explained that putting an item in the cart does not put a hold on the item in our system, and added that it looked like most of the items in the set are in stock to purchase separately but that would be more than $1.69 (the set of 8 plates alone are $3). Cue SC mode, demanding to speak with a manager. Flagged over sup K, and told her she was going to have fun. From what I could gather from her end of the conversation, the guy had tried earlier (five minutes? five hours??) to place his order over the phone but the promo code he had was only for web orders and the phone agent told him he would need to place his order online. K ended up offering him a 25% discount on the merchandise to balance out him needing to buy the components of the set separately. The guy got the better end of that deal, because his order ended up being just under two hundred dollars.
Unfair, they are now on sale
A woman calls up the other day because back in January (what is it about orders in January?) she had ordered ten cross wall decors for her daughter's first communion coming up in May for $8.99 because she thought shipping took two months
and the crosses are on our website right now for $5.99. She wants me to credit her back the difference because if she knew they were going to go on sale, she would have waited to order them. I told her that I would not be able to do anything like that...*maybe* if the price had dropped a day or so after she placed the order I could adjust it but not two months later. However, I told her, I could give her a $15 merchandise certificate to use towards a future order. She did not like that solution and wanted to speak to a manager. So, up goes my paddle and sup K is the one again to come over to me. I brief her and she agrees that the merch cert I offered was fair and gets on the phone. The woman argues with K for over five minutes, but K stands firm and tells the woman that she could either have us set up the $15 cert or she could call back the next day and speak with our customer relations department, who were gone for the day, and see if they would offer her something different. She decided to take the merchandise certificate. (Which in all likelihood would have been the same as what they would have offered if she did call back)Bonus
I get a caller who is all upset that when she went to track her stuff online, it was showing a delivery date that is after when she needs it by. I get her information and check to see what might have delayed the order. After verifying the account I look at the order and see that when she placed it online she entered it with the standard ground delivery option selected, and that it is actually showing that it will arrive two days sooner than what the estimated delivery date was when the order was placed. I advised her if the order arrives after the day she needs it to refuse the package and it would come straight back to us and her card would be refunded, and if she was not home to refuse it to give us a call and we would get a return set up for her. She asked if she would need to pay the shipping for a return. I informed her that yes, since the package is arriving on time for the date quoted on the shipping method she chose, she is responsible for the return shipping. She goes on a rant on how she wouldn't have placed an order that arrived after the date she needed it by and blah, blah, blah. (and yet people do that quite often since the majority of orders arrive much sooner that the EDD) I told I would put in a note that as a one time courtesy we would set up a free return label if she was unable to refuse the package, but that in the future she will need to make sure to select a delivery method that will get it to her by the time she needs it. You would have thought I had instead told her "tough shit, get over it". For the next five minutes she went on and on saying that our website did not give her an estimated delivery date when she placed the order, and that neither the confirmation email nor the order shipped email gave a delivery date, and that somebody on our end should try placing an order online and they would see that it does not show a delivery date, etc. I told her I had placed an order on the web and that on step three it has the shipping options with the standard as the default and the delivery dates right next to all of them and even after that there is a summary on the last page that shows all the info including the delivery date that you can go back and change before placing the order. She still swore up and down that the website/emails never gave her a delivery information.
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