OT: Warning to those...How can missing orders be resolv...

[Guest guest]

In a message dated 6/15/2006 3:44:45 PM Eastern Standard Time,

oceanmoon writes:

 

Is a company obligated in any way to re-send an order if it was never

received?

 

Even if I sit here with proof of delivery in my hand, unless the customer

does this continually, we reship just for good customer relations.

 

Maureen

 

 

The Herb Growing & Marketing Network

PO Box 245, Silver Spring, PA 17575

717-393-3295; FAX: 717-393-9261

herbworld.com and herbnet.com

 

 

 

[Guest guest]

If you paid by CC and have your information, you can contact your CC

company and file a claim...and most of the time your money will be

refunded...Merchant gets a mark in their file and if they get too many

marks, their charge privileges can be suspended.YOu need to document

that you have tried to resolve this directly and the merchant has the

opportunity to resolve it before the charge back occurs..

 

Richeters is a reputable company.. Since the plants came through

customs, it is possible there was a mishap at the border.. YOu can buy

an internation phone card for very lillte money almost everywhere. It

might be worth it to get one and speak with customer service directly...

 

hth,

nancyB

[Guest guest]

Hi Maureen:

 

This is such a good topic!! I do the same as you. I always resend

the order to keep the customer happy. Like you, if it is a repeat

customer that has done this before I will not reship the order as

those customers are just costing us online retailers money.

 

I recently had a customer request a charge back for an order that

was placed 2 months ago and shipped the very next day. I have

delivery confirmation and am disputing their claim. It is very

frustrating that the customer never once contacted me for a refund

or to claim they hadn't received their order. grr Is there

anything us online retailers can do to protect ourselves from people

like this?

 

Sincerely,

 

Debbie Marty

Essential Blend

 

, herbworld wrote:

>

>

>

> In a message dated 6/15/2006 3:44:45 PM Eastern Standard Time,

> oceanmoon writes:

>

> Is a company obligated in any way to re-send an order if it was

never

> received?

>

> Even if I sit here with proof of delivery in my hand, unless the

customer

> does this continually, we reship just for good customer

relations.

>

> Maureen

>

>

> The Herb Growing & Marketing Network

> PO Box 245, Silver Spring, PA 17575

> 717-393-3295; FAX: 717-393-9261

> herbworld.com and herbnet.com

>

>

>

[Guest guest]

Debbie Marty asked:

 

> Is there anything us online retailers can do to protect ourselves

> from people

> like this?

 

 

 

 

 

Dear Debbie (and others doing business online):

 

My experience is that no matter how justifiable a resentment, if I

hold on to it or use it to design my business practices, it comes

back to bite me. Every barrier I would build to keep cheaters or

leeches away ended up sending the signal to perfectly nice customers

that I was difficult to do business with. At first, this seemed

terribly unfair to me. Then I realized that, for me, every maddening

transaction was a gift in disguise. Some of the gifts I've received

this way include:

 

-- Noticing that I am appealing to the wrong audience by over

promising or under charging.

 

-- Realizing that each person lives in their own reality and that I

always lose when I argue (even in my mind) with the reality a client

or customer inhabits. In other words, I assume that what they claim

is true from their point of view. I set my fees, prices, and

additional charges to take into account that there will be returns

and cancellations that I don't expect.

 

-- Discovering how grounded and confident I feel when I let go of the

idea that someone is trying to cheat me. It feels good to simply

treat it as a cost of doing business and to have no opinion about the

person or persons on the other end of the transaction.

 

-- Experiencing the pride and well being that comes with realizing I

can afford to make a return or refund (or both) because I have a

healthy business.

 

This may sound unrealistic, however I have found that my business is

much more successful since I have adopted this attitude. I have

coached hundreds of entrepreneurs and micro-business owners, and

without exception they have also profited when they decided to simply

build these costs into their overhead and keep for their businesses

all the energy and attention that they had been devoting to trying to

control the uncontrollable. Far from sending the message that we are

open to being taken advantage of, we send the message that we are

confident, strong business people with the kinds of standards and

values that our best clients treasure.

 

If, like me, you wonder if you can afford this, you can. When we

imagine that we can't afford to keep our customers and clients happy,

we are not being realistic. It is not possible to thrive in business

unless we keep them happy. This doesn't mean being a doormat. You

don't need to accept repeat orders from someone whose view of reality

argues with yours. By and large, I find that the fastest and most

economical way to end an unsatisfactory commercial relationship is to

return or refund. It takes practice, and it is worth it. It takes

practice to do this with an open heart and mind, and it is worth it.

 

I hope this helps,

 

Molly

 

 

Molly Gordon, MCC

Shaboom Inc., Life could be a dream...

360-697-7022

mgordon

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