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Ecommerce Forum


 4:31 am on Jun 5, 2004 (gmt 0)

I have a feeling I'm about to have to take a bath, and besides because I'm a hippy I don't like it. Had a customer place an order on the 1st, asking for delivery by Friday. We accomodated her, put the merchandise together and calculated 2 Day shipping, then called her and gave her the figure. (The shipping total was in excess of the merchandise total). She said OK, so we billed her and shipped. Today, on delivery, I got a call from a very upset lady.

I think I've figured out exactly what happened. When she was given the quote for shipping, she assumed that the amount was for the entire order. I gathered this from the figure she kept saying we quoted her for shipping. Anyway, I think I managed to get her to not chargeback, for now.

What bugs me is the lady is obviously a business person, and *must* realize that there is no such thing as 2 day delivery for under $40.00... so I'm thinking scam. Been working pretty hard lately, everyone's out to get me :)

Any thoughts or prior experience that I might find helpful?



 5:10 am on Jun 5, 2004 (gmt 0)

USPS is $13.75 for 1/2# and under, includes insurance up to $100 - each add'l $100=1$ more. 1# is about $17, if I remember correctly. Most major cities are next day by Noon or 3PM with outlying areas guaranteed 2nd day by 3PM.

They will pick up for an additional charge, but I don't know what that amount is.

Have been shipping with USPS for over 5 years. Won't say I've never lost anything (don't want to try any of the shipping gods' patience :), but I've had pkgs delivered on Christmas day. Once, when a shipment was lost and needed for a wedding next day, I called central receiving in the shipped to city and the postal employee not only found the package in the wrong bin but called the addressee and made arrangements for it to be picked up and then called me back to let me know.

That was certainly "above and beyond" what I've experienced with the other three big shippers. BTW, it was a major city, too, not a little PO in the boonies.


 6:13 am on Jun 5, 2004 (gmt 0)

Ya, I was reluctant to post the numbers, but the shipping total was about $170.00. No small piece of change for that service. We discussed amongst ourselves that she must be getting a good markup.

I really believe she just did the math wrong, not understanding the shipping rate. But she had 2 days to see her billing statement...billed prior to shipment, then today, finally, it hit her!

I probably give her a call tomorrow and talk about some discounts for future business, with regular shipping. But I did my part in good faith, and hope I end up dealing with someone reasonable. I won't be pleasant if I have to eat her shipping.


 7:12 am on Jun 5, 2004 (gmt 0)

When I sold stuff on Ebay if somebody ever wanted to pay more for delivery than the item cost that was a huge red flag. There was either a missunderstanding or they have a stolen cc. You have to watch for the red flags. You have to be 100% convinced that they know the cost for shipping is more and you need to be 100% sure it is not a stolen cc. You need to call the bank and/or have them fax the card with their id.


 3:28 am on Jun 8, 2004 (gmt 0)

This story does have a happy ending. The customer finally realized that she erred, and we agreed to work with her to offer some discounts on future purchases. No chargebacks, no disgruntled employees or customers.

I love a happy ending.


 11:13 pm on Jun 8, 2004 (gmt 0)

Sounds like you did a good job of recovery - and learning. Next time I am sure you will communicate both the shipping cost and the total bill. Also, the advice about fraudulent orders is good. You need to watch people asking for things shipped overnight or 2-day air when the price is way more than the product.

Make sure the card is good both AVS and things like billing address match shipping or they have given you a very good reason for shipping that way.

We have had many orders such as this with legit reasons for overnight or 2-day, but then again we are in the gift business where people 'forgot' to order in time.


 11:39 pm on Jun 8, 2004 (gmt 0)

When I sold stuff on Ebay if somebody ever wanted to pay more for delivery than the item cost that was a huge red flag. There was either a missunderstanding or they have a stolen cc. You have to watch for the red flags.

Good advice. But just to prove there are exceptions to every rule:

We bought my 6-year-old son a software game for his last birthday -- a game he had been wanting for some time, and really hoped to get as a present. Two days before his birthday, his computer died. Figured out what we needed to fix it -- a $15 replacement part that couldn't be purchased locally. Found a place online that had it, and overnight shipping was close to $26. The phone sales rep did go out of his way to make sure I was aware that shipping was more than the item. :) But -- no misunderstanding, no stolen CC.

Anyway, glad to hear it worked out well, grandpa.

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