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Custom Gift Cancelled for lack of Payment
What would you do?

 9:54 pm on Jan 19, 2010 (gmt 0)

We received a custom order in December, it was a gift and as it was not available for about 4 weeks, the purchaser(international) had us send a detailed gift announcement to the recipient ( Florida) via snail mail - graphic - description of custom item - holiday greeting ect.. Of course, this also had our company information on it. Now ready to ship - CC decline!
After much back and forth email with the purchaser regarding payment , alternative payment ( no need for details on this saga) the purchaser is cancelling.
As we sent a gift announcement that included our company information, is it not correct for me to send a notice of cancellation to the recipient?




 10:04 pm on Jan 19, 2010 (gmt 0)

I would send a notice of cancellation.


 10:42 pm on Jan 19, 2010 (gmt 0)

How come you didn't charge it right off? I'm pretty sure that's allowed when it's a custom order.


 10:51 pm on Jan 19, 2010 (gmt 0)

> How come you didn't charge it right off? I'm pretty sure that's allowed when it's a custom order.

HRoth - thank you for posting. The question on when to invoice is certainly worthy of discussion, perhaps in a different thread. However, I am seeking input on whether it is appropriate to send a cancellation letter to a gift recipient that has received a gift announcement.


 11:23 pm on Jan 19, 2010 (gmt 0)

I wouldn't bother sending a cancellation letter, you have been through enough trouble to please the purchaser and if (and it's a big if) the recipient should ask you when the gift will arrive I would refer him/her to the purchaser, then he/she can explain.


 7:53 pm on Jan 21, 2010 (gmt 0)

Sending a follow-up status of cancellation won't hurt and could actual benefit you. People like doing business with responsive online retailer, who knows the gift receiver may just become a customer in the future.


 5:18 am on Jan 22, 2010 (gmt 0)

Putting myself in the customers shoes:

I would feel weird about getting a notice that my gift was canceled. It just feels to personal, as if you were going out on your own to explain the buyers behavior without asking them first, rather then just filling an order. What if the customer starts asking why? etc. are you going to start relaying messages? Explain the lack of credit on their card? Tell them to call the buyer who does not want to talk about it? Not getting anything feels more professional.


 1:12 am on Jan 23, 2010 (gmt 0)

I agree with MrHard
You would be putting yourself in the middle of it. If there was a problem not getting the gift, then they need to ask the gift giver why. Not you. There's a good chance the gift giver has already explained it to the receiver anyways.


 8:29 am on Jan 23, 2010 (gmt 0)

Apart from commercial issues you also need to keep any local laws regarding data protection in mind, not to mention the possibilit of civil action for defamation. Simply refer all queries back to the purchaser.


 10:50 pm on Jan 27, 2010 (gmt 0)

Thank you all for your posts. In the end, the customer finally checked with her card company and indeed it had been flagged and declined because it was an international purchase and we do not use Verify by Visa. They removed the flag and the charge went through.

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